Tata Tele Business TeleCalling Integration

Connect your Tata Tele Business (Smartflo) cloud telephony account to Sembark. Once connected, every incoming call creates a lead, every call is logged with its recording, and your team can call customers from the dashboard. This guide covers the connection, the three webhooks Tata Tele needs, and mapping your team.

For day-to-day use, see the TeleCalling docs.

Before You Start

You need:

1. The TeleCalling add-on enabled for your organization. Reach out to your account manager if you don’t see Tata Tele Business under New Integration.
2. The Manage Integrations permission in Sembark.
3. A Tata Tele Business (Smartflo) account with API access, and the Login ID and Password of an admin user on it.
4. Your agents set up in Tata Tele, each with the phone number their calls ring on (“follow me” number).

Step 1 — Create the Integration in Sembark

1. Go to Organization > Settings > Integrations and click New Integration.
2. Under Telecalling integrations, pick Tata Tele Business.
3. Under Credentials, enter your Tata Tele Login ID and Password.
4. Under Integration Details, enter a Name (e.g. “Tata Tele Head Office”) and a Description. The name becomes the Trip Source of leads created from calls, so pick something your team will recognise.
5. Click Save Details.

TODO: Add image for Create the Integration in Sembark

If the Login ID or Password is wrong, you will see “The login credentials is invalid.” Check them in your Tata Tele account and try again.

Step 2 — Copy the Webhook Details

On the integration page, the Webhook Configuration card shows:

• Webhook URL — the address Tata Tele sends call events to.
• X-Api-Key — the secret key Tata Tele must send with every event.

Copy both. The same URL and key are used for all three webhooks below.

Step 3 — Add the Webhooks in Tata Tele

1. Log in at cloudphone.tatateleservices.com.
2. Go to API Connect > Webhook and click + Add Webhook.
3. Create the three webhooks below, one at a time.

TODO: Add image for Add the Webhooks in Tata Tele

Settings Common to All Three Webhooks

• Method: POST
• URL: the Webhook URL copied from Sembark
• Channel: Voice
• My Numbers: select all numbers
• Date Time Format: ISO 8601
• Timezone: UTC
• Retry Webhook: Enabled
• Content Type: JSON — leave the code box as it is
• Headers: click + Add, enter Key X-Api-Key and, as the Value, the X-Api-Key from Sembark

Webhook 1 — Incoming Call Answered

• Name: Sembark IBD Call answered by Agent
• Call Direction: Inbound
• Trigger: Call answered by Agent

TODO: Add image for Webhook 1 — Incoming Call Answered

Webhook 2 — Incoming Call Ended

• Name: Sembark IBD Call hangup missed
• Call Direction: Inbound
• Trigger: Call hangup (Missed or Answered)

This webhook also covers missed calls — there is no separate missed-call webhook.

TODO: Add image for Webhook 2 — Incoming Call Ended

Webhook 3 — Outgoing Calls

• Name: Sembark OBD Call hangup missed or answered
• Call Direction: Outbound
• Call Type: tick all three — Click to call, Call broadcast and Dialer
• Trigger: Call hangup (Missed or Answered)

TODO: Add image for Webhook 3 — Outgoing Calls

Step 4 — Map Your Team

Sembark matches calls to users by phone number — no separate agent mapping is needed.

1. Go to Organization > Users and edit each user who takes or makes calls.
2. Add the phone number their Tata Tele agent rings on to Contact Number(s).
3. Save.

A user whose number matches an agent is made the owner of the leads they answer, sees their own calls in Call Logs, and can use Click to Call. See Users and Teams.

Step 5 — Test the Connection

1. In Tata Tele’s webhook list, check that all three webhooks show Enabled.
2. Call your Tata Tele number from another phone and answer it as an agent.
3. Within a few seconds the call appears in Sembark under Trips > Call Logs, and a new trip plan request is created with the caller’s number.
4. From that lead in Sembark, click the phone icon to try Click to Call — your phone rings first, then the customer’s.

TODO: Add image for Test the Connection

Managing the Integration

• Update credentials — if the Tata Tele password changes, open the integration’s ⋮ > Edit and enter the new Login ID and Password. Saving also resumes a paused integration.
• Credential alerts — if Tata Tele stops accepting the saved credentials, owners and Manage Integrations users receive an email titled “Action Required: … Credentials Expired” until they are updated.
• Pause and Resume — a paused integration ignores call events. Resume it from the ⋮ menu.
• New agents — when you add an agent in Tata Tele, add their number to their Sembark user as well.

Troubleshooting

No calls appear in Call Logs

Check that all three webhooks are Enabled in Tata Tele, the URL was pasted in full, and the X-Api-Key header matches the key in Sembark exactly.

Incoming calls appear, but outgoing calls don’t

Check that webhook 3 is set to Outbound with all three Call Type boxes ticked.

Missed calls are not logged

Check that webhook 2 uses the Call hangup (Missed or Answered) trigger.

Calls are not assigned to the right user

Check that the user’s Contact Number(s) in Sembark matches their Tata Tele agent number.

Click to Call is disabled

Your Sembark user has no phone number that matches a Tata Tele agent. Add your agent number to your profile.

Telecalling integration is not active

The integration is paused or its credentials have expired. Update the credentials from ⋮ > Edit, or resume the integration.