Nextiva

The Nextiva integration equips SalesExec users with full click-to-dial functionality and comprehensive call tracking through Nextiva, a leading cloud VoIP service.

Source Type:
Telephony

Delivery Format:
API

Integration Type:
Click-to-Dial

Website:
Nextiva Website

Overview

The Nextiva integration equips SalesExec users with full click-to-dial functionality and comprehensive call tracking through Nextiva, a leading cloud VoIP service. This seamless connection allows sales representatives to initiate calls directly from SalesExec, with the Call Monitor tray application signaling Nextiva’s API to place the call. Additionally, it provides an instant screen-pop for inbound calls, ensuring agents have immediate context, and logs all call activities for a complete communication history.

How It Works

When a SalesExec user clicks a phone number, the local Call Monitor tray application retrieves the user’s Nextiva credentials and sends a command to Nextiva’s XSI API to initiate the outbound call. For incoming calls, if the phone number is linked to an existing lead in SalesExec, an automated screen-pop displays the lead's details, providing instant context to the agent. All call events, whether inbound or outbound, are logged as CallAudit records within SalesExec, ensuring a complete and searchable record of every interaction. Power-dialing via RingResponse and Pull Dial is also supported. This integration will disable conflicting phone service integrations (RingCentral, Skype, SIP, and Cisco WebDialer) when enabled.

Benefits

Instant Click-to-Dial: Initiate calls directly from lead records, reducing manual dialing and speeding up outreach.
Smart Screen-Pop: Automatically display lead details for incoming calls, providing immediate context to agents.
Comprehensive Call Logging: Capture and log all inbound and outbound call activities within SalesExec for better tracking and reporting.
Enhanced Agent Efficiency: Streamline communication workflows, allowing reps to focus on engaging prospects.
Power Dialing Support: Leverage advanced dialing capabilities for high-volume outbound campaigns.

Auth and Settings

Setting	Description
Username	Individual user’s NextivaUserName stored in the SalesExec account settings.
Password	Individual user’s NextivaPassword stored in the SalesExec account settings.

Note The desktop Call Monitor retrieves these credentials via GET /api/Users/nextiva/{token} which returns a NextivaPhoneInfo payload containing the user‑specific Username and Password values.

Data Exchange

Inbound (Nextiva → SalesExec)

Action / Endpoint

Action / Endpoint	Description
`/api/callignores/{token}`	Call Monitor posts call ignored events.
`/api/callaudits/{token}`	Call Monitor posts call start and call end events.

Inbound Payload Fields

Field	Description
`CallID`	Globally‑unique identifier of the SalesExec Lead that the Call Monitor associates with the call.
`LeadGUID`	Unique identifier assigned by BroadWorks/Nextiva for every call leg. Appears as `<callId>` in XSI responses (e.g., `CallStartInfo`). Required for follow‑up control requests such as BlindTransfer, VmTransfer, Release, or RetrieveCallDetails.

Outbound (SalesExec → Nextiva / BroadSoft)

Action / Endpoint

Action / Endpoint	Description
`/com.broadsoft.xsi-actions/v2.0/user/{username}/calls/new?address={number}`	Starts an outbound call for the specified user to the given number.
`/com.broadsoft.xsi-actions/v2.0/user/{username}/calls/{callId}/BlindTransfer?address={number}`	Transfers an active call to another number (blind transfer).
`/com.broadsoft.xsi-actions/v2.0/user/{username}/calls/{callId}/VmTransfer`	Sends the call to voicemail.
`/com.broadsoft.xsi-actions/v2.0/user/{username}/calls/{callId}` (DELETE)	Ends a call by releasing the call leg.
`/com.broadsoft.xsi-actions/v2.0/user/{username}/calls/{callId}` (GET)	Retrieves call metadata and status for the specified call.

Call Fields (used across outbound requests)

Call Field	Description
`CallID`	BroadWorks/Nextiva call identifier; included in every call event sent from the tray app so downstream services can correlate the record.
`Address`	Telephone number of the remote party. For outbound calls, passed as `?address={number}` to /calls/new; for blind transfers, it is the target number supplied to **/BlindTransfer?address={number}`.
`Username`	Agent’s BroadWorks userId (`NextivaUserName`) that appears in every XSI path segment (`/user/{username}/…`). Stored per user in SalesExec account settings and automatically inserted into each request path.

Read the KB article: Installing Nextiva Call Monitor

Amazing support is at the heart of everything we do.

ClickPoint provides 24 hour chat support, extensive product documentation, and weekly training sessions.