Configuring a Custom Object to receive call information in Eloqua

While external activities provide excellent summary information about what happened in calls, custom objects can provide even more detail. Custom objects can receive any information you want to pass back in to Eloqua, and you can then run reports on them with Insight Analyzer.

Setting up a Retreaver Call custom object

Step 1: Create

Creating a new custom object in Eloqua.
Creating a new custom object in Eloqua.

Navigate to Custom Objects through the Contact menu in Eloqua. Click the New Custom Object menu option as shown.


Step 2: Configure

Configuring the new custom object.
Configuring the new custom object.

Name your new custom object “Retreaver Call”, and set the Entity Field to Eloqua Contact ID. Click Next.


Step 3: Add Fields

Adding a field to the new custom object.
Adding a field to the new custom object.

Add a field for each attribute you want posted back into Eloqua. If you want a field to be available in Insight Analyzer, you’ll have to add it as a Contact Field. Note that fields on the contact will always reflect the most recent Retreaver Call.

Adding a Revenue field.
Adding a recording URL field.

Adding Revenue and Recording URL fields.

Field Mapping

Your custom object will be filled in with data from Retreaver tags after each call completes.

Text Tags
campaign_id
The ID of the Retreaver campaign the call went through. Note: Use eloqua_campaign_id to access the Eloqua campaign ID. We recommend setting the Retreaver campaign ID to match the Eloqua campaign ID.
source_id
The Source ID of the party responsible for the call.
source_first_name
The first name of the Source responsible for the call.
publisher_last_name
The last name of the Source responsible for the call.
publisher_company
The company name of the Source responsible for the call.
handler_id
The ID of the Contact Handler the call was routed to.
sub_id
The sub-Source/affiliate ID responsible for the call.
called_number
The phone number the caller used to call in.
call_uuid
The Retreaver UUID for the call.
call_key
The secret key used to postback conversion information about the call.
caller_id
The phone number of the caller as it appeared on Caller ID.
caller_city
The caller’s city based on their phone number, or their precise city if they entered a zip code.
caller_state
The caller’s state based on their phone number, or their precise state if they entered a zip code.
caller_zip
The zip code the caller entered, if any.
caller_country
The country of the caller, based on their phone number or zip code.
call_forwarded_to
The number of the Contact Handler the call was routed to.
call_recording_url
The URL of the MP3 recording for the call.
call_status
The status of the call when it ended.
hung_up_by
Who hung up the phone first: caller or target (Contact Handler).
converted
Whether the call converted.true or false. Note: This will be a boolean tag in an upcoming release.
duplicate
Whether the call was a duplicate of a previous call.true or false. Note: This will be a boolean tag in an upcoming release.
conversion_name
The name of the conversion criteria that was used for the call.
Date-time Tags
call_start_time
When the caller called the trackable phone number.
call_forwarded_time
When the caller was forwarded to a Contact Handler.
call_finish_time
When the call ended.
Numeric Tags
system_handler_id
The Retreaver internal Handler ID of the Contact Handler the call was routed to.
call_connected_duration
The number of seconds the caller was on the line with the Contact Handler.
call_duration
The total duration of the call, from start to finish, in seconds.
billable_minutes
The total number of minutes you were billed for the call.
charge_per_minute_in
The price per minute you were billed for the inbound call.
charge_per_minute_out
The price per minute you were billed for the outbound call.
charge_total
The total cost you were charged for this call.
conversion_seconds
The conversion timer that was reached.
revenue
The amount earned on the call, according to the conversion settings.
payout
The cost of the call, not including Retreaver charges, according to the conversion settings.

The fields have been added to the custom object.
The fields have been added to the custom object.

Click Next to continue.


Step 5: Headers

Adding header fields.
Adding header fields.

Configure header fields, then click Next to continue.


Step 6: Retreaver Field Mapping

The Custom Object is configured.
The Custom Object is configured.

Your Retreaver Call custom object is now configured in Eloqua. The last step is to configure the mapping between the Custom Object and Retreaver tags on Retreaver.

Login to your Retreaver account and navigate to your company settings page to continue.

Mapping Eloqua Custom Object fields to Retreaver tags.
Mapping Eloqua Custom Object fields to Retreaver tags.

Click the Integrations tab on your company page, then click the Custom Object Mapping tab.

Select the Retreaver Call custom object, and then for each custom object field, select the custom object field on the left, and the corresponding Retreaver tag on the right.

Click Update Eloqua company integration at the bottom to complete save your settings and complete this tutorial.


Viewing a Retreaver Call custom object

A custom object record that has been mapped to an Eloqua contact.
A custom object record that has been mapped to an Eloqua contact.

Navigating back to the Custom Object section of Eloqua, we can now see Retreaver Call records that have come in. The “Custom Data Object” has been mapped correctly to the Eloqua contact that placed the call.

If your contacts aren’t mapping correctly, make sure you have the Entity Field set to Eloqua Contact ID as described in step 2 above.


Reporting on Eloqua custom objects

Retreaver Call custom object in Eloqua Insight Analyzer.
With an Eloqua Insight Analyzer license, you can easily create new reports in Insight that utilize your Retreaver Call custom object.

After adding your Retreaver Call custom object, you need to follow the steps below to make the custom object data available in Insight.

Step 1: Setup

Setting up insight export.
Setting up insight export.

Navigate to the Custom Object area of the Contacts section in Eloqua, and then click the Custom Data Reporting Setup link from the menu seen above.

Selecting the Retreaver Call custom object.
Selecting the Retreaver Call custom object.

Click the button indicated by the red arrow above, select “Retreaver Call”, and then click the Include in Insight button as highlighted.


Step 2: Fields

Selecting Retreaver Call fields.
Selecting Retreaver Call fields.

Click the datacard icon Datacard Icon and the window above will pop up. Select the fields you want to report on in Insight, and click OK at the bottom.


Step 3: Save

Fields have been included in Insight.
Fields have been included in Insight.

Click the Save button at the bottom of the main screen, and you’ll see a message stating that it will take 10 minutes for the custom object to be updated in Insight.

Now you can create reports using your Retreaver Call custom object in Analyzer. When you select the Retreaver Call object in Analyzer, if you only see Date Created and Date Modified, you’ll have to wait for Analyzer to fully synchronize. The fields you added to Insight in step 2 will be available within 24 hours.

Jason Kay

Jason Kay is the CTO and co-founder of Retreaver.