Universal

Enabling Industry Signals on Numbers

To configure your Tracking Numbers and Number Pools to use Universal signals, you will need to enable the following features in the call record feature by configuring:

lead_outcome_enabled - Track qualified leads and booked appointments to measure sales funnel performance and assess interaction effectiveness with potential patients. Analyze conversation outcomes to understand why leads convert or fail, enabling targeted improvements.
lead_value_enabled - Evaluate the potential value of a patient lead, enabling your team to prioritize high-impact opportunities, such as high-revenue procedures.
topics_enabled - Reveal leading indicators of common needs and recurring pattern.

POST https://edgeapi.marchex.io/marketingedge/v5/api/groups/{group_id}/numbers

{
    "name": "Dental - Order",
    "group_id": 15068550,
    "status": "Active",
    "phone_number_request": {
        "match_type": "TollFree"
    },
    "call_routes": {
        "route_type": "Basic",
        "route": {
            "termination_number": "9056372046",
            "features": {
                "call_record": {
                    "enabled": true,
                    "record": true,
                    "lead_outcome_enabled": true,
                    "lead_value_enabled": true,
                    "topics_enabled": true
                }
            }
        }
    }
}

Reporting

When Industry signals have been enabled, you will be able to review the results in the conversation_analytics section of the call details API Response - (lead_outcome, lead_value, topics)

GET https://edgeapi.marchex.io/marketingedge/v5/api/calls

{
    "paging": {
        "pageNumber": 1,
        "pageSize": 10000,
        "total": 2
    },
    "results": [
        {
            "id": 2467581473,
            "call_type_id": 1,
            "call_type": "Standard",
            "number_id": 13536629,
            "group_id": 15068550,
            "group_name": "Business Leads",
            "time_zone_id": 2,
            "time_zone_name": "Eastern",
            "group_owner_id": 85464,
            "study_name": "Business - Paid Leads",
            "group_owner_name": "11111",
            "billing_group_id": 24139,
            "billing_group_name": "ABC Packaging",
            "caller_identity": 474387804,
            "organization_id": 4455,
            "answer_status_id": 1,
            "answer_status": "answered",
            "ring_duration": 2,
            "call_duration": 53,
            "tracking_number": "2892884176",
            "caller_number": "5555802958",
            "termination_number": "5556372046",
            "conversation_analytics": {
                "call_record_file": "a7927444-a0e5-4c71-8a1e-4d24f15f3e11",
                "call_record_redaction": false,
                "voice_link": "https://webservice.telmetrics.com/filedownload.ashx/3456CC18-35D9-4C76-A523-87A461D5ED5B/2467581473.mp3",
                "call_summary": "The caller scheduled an appointment as a new customer with ABC packaging to ship 20 antiques",
                "lead_outcome": {
                    "lead_reason": "Appointment Booked",
                    "lead": "true",
                    "appointment": "true",
                    "sale": "true"
                },
                "lead_value": {
                    "customer_type": "new",
                    "product_or_service": [
                        "shipping"
                    ],
                    "product_or_service_most_interested": "shipping"
                },
                "topics": {
                    "pricing_discussed": "true",
                    "scheduling_discussed": "true",
                    "purchase_made_during_call": "false",
                    "other_topics": []
                }
            },
            "start_time": "2025-01-08T14:41:32.000",
            "answer_time": "2025-01-08T14:41:44.000",
            "end_time": "2025-01-08T14:42:37.000",
            "start_time_utc": "2025-01-08T19:41:31.830Z",
            "answer_time_utc": "2025-01-08T19:41:43.910Z",
            "end_time_utc": "2025-01-08T19:42:37.123Z",
            "status": "complete"
        }
    }
}

Lead Outcome

The following details related to lead outcome will be present in your request to retrieve call details:

Field Description	API field	Possible Values
Lead - Was the call a lead	lead	true, false, n/a
Lead Reason - Why was the call considered a lead	lead_reason	Appointment Booked  Appointment Not Available  Appointment Not Booked  Insurance Not Accepted  Appointment Cancelled  Service Not Offered  Not Accepting New Patients  Patient Inquiry/Request for Info  Call for or by Physician  Appointment - Confirming  Appointment - Rescheduling  Call for Human Resources or Employment Related  Telemarketer/Vendor/Solicitor  Call for or by Employee (non-Sales)  Billing/Account Question  Customer Complaint  Other n/a
Appointment - Was an appointment booked	appointment	true, false, n/a
Sale - was a sale made	sale	true, false, n/a

Lead Value

This set of fields contains indicators of value found in a conversation:

Field Description	API Field	Possible Values
Customer Type - new or existing customer	customer_type	new, existing, n/a
Product or Service - product or services discussed during call	product_or_service	generative list of results detected during the conversation
Product or Service Most Interested	product_or_service_most_interested	generative list of results detected during the conversation

Topics

This set of fields contains details related to the topics discussed during the conversation:


Pricing Discussed - was pricing discussed during the conversation	pricing_discussed	true, false, n/a
Purchase Made During Call - was a purchase made during the conversation	purchase_made_during_call	true, false, n/a
Other Topics - generative list of other topics discussed during the conversation	other_topics	generative list of results detected during the conversation