Connecting and Configuring a PBX in the Origami System

Purpose:
The PBX allows managing a call center, identifying incoming calls, and making outgoing calls directly from the system.
This tool serves as an interface between phone calls and customer records in the system, enabling automatic screen pop-ups with caller identification.

Step 1: Installing the Application
Create a new application page and select the PBX application from the available options, just as you would when installing any other application.

Step 2: Technical Settings (Configuration)

After installation, configure the following parameters within the application:

  • Call Entry URL
    The URL for incoming calls. This is the Origami endpoint to which call details are sent.
  • Take Call URL
    The URL for taking/initiating a call. This is the PBX provider’s webhook. The system sends data to this link (such as a phone number or extension) in order to place a call. The link is dynamic and can include embedded fields (for example, Extension).

Secret Key
A security key used in API calls to pass data from the PBX into Origami.

  • Extension Number
    Set extensions for the users, in User Management under System Settings:

Step 3: Call Identification (Call ID Mapping)

To allow the system to identify who is calling, you need to configure the field mapping:

  1. Select Entity: Choose the entity where the contacts are stored (e.g., “Leads” or “Customers”).
  2. Map Fields: Define which fields correspond to the phone number, first name, and last name in the selected entity.

Result: When a call comes in, the system will display whether it is an existing customer (allowing you to open their record) or a new customer.

Step 4: Widget Configuration
To display the call history with a specific customer or lead, you need to add a dedicated widget to the entity.
To do this, go to the entity’s fields and add an Omni Widget:

From the available options, select the PBX application.
In the corresponding field, choose the phone numbers for which you want the call history to be displayed:

After the configuration, the widget will appear in the record, and the relevant call history will be displayed within it:

Note: If an Omni Widget already exists in the entity, you can simply enable the PBX display while editing the existing widget.

Step 5: Call Handling

  • Incoming Calls: When a call comes in, a notification will appear in the system showing the caller’s name (if identified). Call statuses (such as “Answered” or “Completed”) can be updated directly from the PBX via the API.

Call Recordings: A link to the call recording (Record Link) can be sent from the PBX. The link will appear in the call log and can be played with a single click.

Outgoing Calls (Click to Call): Clicking the phone button in the system sends the call information to the PBX webhook and initiates the call. When using a mobile device, clicking the button will activate the device’s dialer.

Incoming and Outgoing Calls

Incoming Call:

  1. Creating/Identifying an Incoming Call (Incoming Call)
  • Purpose: Notify the system of the start of a call and identify the caller.
  • Description: The PBX sends a request to the Origami endpoint (Call URL) with basic call details.
  • Data Sent: Call ID, extension number, call direction (incoming/outgoing), and the caller’s number.
  • Result in Origami: The system displays a notification with the lead/customer name (if identified) and allows opening their record directly from the alert.
  • Relevant API Call Documentation:

{
  “secret_key”: “a3d0491a4da10879fea05ed0c44db704a031706171”,
“call_id”: “442385”,
“extension”: “7777”,
“call_status”: “calling”,
  “call_sub_status”: “”,
“sending_type”: “incoming”,
“from”: “972523668571”,
“to”: “5678”
}

  1. Updating Call Status to Answered (Answered)
  • Purpose: To update that the call has been answered and start tracking the call duration.
  • Description: When the agent answers the call, the PBX sends an additional update request.
  • Data Sent: The updated status (“Answered”, “Rejected” or “Busy”) associated with the specific Call ID.
  • Result in Origami: The call status in the log changes to “on” and the call start time (Start Time) is recorded.
  • Relevant API Call Documentation:

{
“secret_key”: “a3d0491a4da10879fea05ed0c44db704a031706171”,
“call_id”: “442385”,
“extension”: “7777”,
“call_status”: “answered”,
“call_sub_status”: “”,
“sending_type”: “incoming”,
“from”: “972523668571”,
“to”: “5678”,
“call_start_time”: “1765360918”
}

  1. Ending a Call and Summarizing Data (Completed)
  • Purpose: To close the call record and log the recording and follow-up details.
  • Description: When the call is disconnected, a final request is sent containing the summary data from the PBX.
  • Data Sent:
    • Final status: Completed
    • Call duration (Duration)
    • Recording link (Record Link) – a link to the audio file stored on the PBX servers
  • Result in Origami: The call in the log is marked as completed, and a link is available to listen to the recording directly within Origami.
  • Relevant API Call Documentation:

{
“secret_key”: “a3d0491a4da10879fea05ed0c44db704a031706171”,
“call_id”: “442385”,
“extension”: “7777”,
“call_status”: “answered”,
“call_sub_status”: “call_completed”,
“sending_type”: “incoming”,
“from”: “972523668571”,
“to”: “5678”,
“call_end_time”: “1765360921”,
“call_duration”: “00:00:03”,
“call_recording_link”: https://www.google.com
}

Outgoing Call (Click to Call):

  • Purpose: Display call information from the PBX in the system.
  • Description: After taking a call and sending the parameters to the PBX webhook, the PBX will begin the call and they will need to send back the details to Origami.
  • Data Sent: Call ID, extension number, call direction – outgoing, and the number we are calling to.
  • Result in Origami: The outgoing call is added to the log, along with the relevant details.
  • Relevant API Call Documentation:

{
“secret_key”: “a3d0491a4da10879fea05ed0c44db704a031706171”,
“call_id”: “442385”,
“extension”: “7777”,
“call_status”: “calling”,
“call_sub_status”: “”,
“sending_type”: “outgoing”,
“from”: “5678”,
“to”: “972523668571”
}

Note: When reading an outgoing call, the customer’s number is the “to” number, while the caller’s number is the “from” number.

Additional Technical Information:

  • Currently, the connection is Generic, which is compatible with any PBX that supports APIs and Webhooks.
  • The structures of the relevant API calls, along with additional parameters (such as Status, Call ID, and Duration), are documented in Origami’s Postman documentation.