Contact API

On incoming calls instant insight into the associated customer file.

Introduction

The Contact API enables the unlocking of customer data from ANVA 4/5. This REST/JSON API can be used to provide a telephone system with up-to-date customer data. It is currently not possible to unlock customer data from ANVA Hub for Advisors via this API.

Relationship data search and deeplink to customer file

With the Contact API, a limited set of customer data can be requested based on phone number or e-mail address. The relationship data can be displayed, for example, in a softphone application. The response with relationship data also contains a deep link to the customer file on ANVA Hub. The deep link can be used to open the customer file on ANVA Hub where more relationship and contract data are visible. If the user is not already logged in to ANVA Hub, they will first see the login page. It is not possible to open the link from a softphone application in the ANVA 4/5 client.

Consulting detailed information or making changes to the relation should be done in ANVA 4/5 for the time being. The customer dossier on ANVA Hub does not yet offer any possibilities for this. From the customer dossier on ANVA Hub, however, it is possible to click through to the relation in ANVA 4/5, so that it does not have to be looked up separately.

Request

1GET /contact/contacts/telephony?q=0653946710 HTTP/1.1 
2Host: api.anva.{{tld}} 
3Authorization: Bearer {{jwt}}

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We support phone number lookup based on the last 9 digits. Thus, it is also possible to perform the search where the country code is placed before the phone number.

Response

1{ 
2    "data": { 
3        "items": [ 
4            { 
5                "id": "NAWBES_00000050", 
6                "anvarelatienummer": "50", 
7                "voorletters": "E.H.", 
8                "achternaam": "Trier", 
9                "voorvoegsel": "von", 
10                "woonadres": { 
11                    "straat": "Groenhof", 
12                    "huisnummer": "5", 
13                    "toevoeging": null, 
14                    "postcode": "9999DD", 
15                    "plaats": "MEULENHOEK", 
16                    "landIso": null 
17                }, 
18                "producent": { 
19                    "code": "00010", 
20                    "description": "Binnendienst" 
21                }, 
22                "laatstGewijzigdDoor": { 
23                    "code": "STEPHANB", 
24                    "description": "S. Barmentloo" 
25                }, 
26                "link": "https://hub.anva.live/contacts/viewcontact/NAWBES_00000050" 
27            } 
28        ] 
29    } 
30}

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If the phone number appears with multiple relations, you will see in the array of the response all found relations with limited set of relation data. After opening the link you will enter the customer record on ANVA Hub of the corresponding relation.

Added value of the telephony link

Greeting callers 'warmly'

On incoming calls, the caller can be greeted "warmly. Even before picking up the phone, the telephone link based on the phone number in ANVA Hub allows the associated customer file to be viewed and the information can be used to respond to the caller's conversation. In the customer file, name and address information, relationship number and contract details can be viewed at a glance.

With ANVA Hub, I have to work in an additional window

Many office staff are also now working in more than one instance of the ANVA 4/5 client at the same time. If they are working on a client's file and another client calls, they often view the data of the client calling in the second (or third) session of the ANVA 4/5 client. In addition, at many offices, employees have two screens on which to work.

In short, in practice, people already regularly switch between multiple windows. If an additional window is added for ANVA Hub, this is hardly more laborious than the current method of working in multiple windows simultaneously.

To work in ANVA Hub, I need additional login

To work in ANVA Hub, the user must log in (explicitly). The user's session is then valid for 10 hours. Logging into ANVA Hub additionally once or twice a day imposes a very limited burden on the user. After all, all common web browsers provide facilities to save the username and password at login for repeated use. Moreover, in Google Chrome, for example, when the login page opens, the last entered combination of username and password is already filled in automatically, so the user only needs to click the Login button.

If the user does not know the account password in ANVA Hub, it is also possible to change this password. In many cases, the same password can be chosen as the password used when logging into the ANVA 4/5 client, provided the password strength meter indicates that this password is strong enough so that the same login is used for both applications and it is easy to remember.

For comprehensive relationship, policy or claim information or mutations, I must click through to ANVA 4/5

When working in ANVA Hub, it is possible to click through to the relationship/contract overview screen in ANVA 4/5. Only in ANVA 4/5 are all relationship, policy and claim data editable.

Clicking through from the customer view on ANVA Hub to the customer/contract overview screen in ANVA 4/5 requires two mouse clicks from the softphone application. Thus, if the customer is known based on the phone number, no entry needs to be made to look up the customer manually. This actually reduces the number of actions/mouse clicks/keystrokes.

In short, if more information of the relation, policy or claim is needed than is available in ANVA Hub or data needs to be mutated, the employee can open the relevant screen in the ANVA 4/5 client with a few simple actions in a few seconds. Performing these actions does not take much time and can even be performed before the phone is answered. Moreover, in almost all cases, the way in which the telephone call proceeds allows you to perform these actions. After all, the caller must first tell you what he is calling about.