Overview

The Applied Epic integration connects Lightspeed Voice directly to your Applied Epic system. Once connected, calls are matched to the correct record, pop-ups appear automatically, and activities — including call details, recordings, and AI summaries — log directly into Applied Epic.

Before You Begin

Before starting setup, make sure you have:

• An active Lightspeed Voice account with Admin Portal access
• Applied Epic access with admin privileges
• An API Suite License from Applied Epic
• Orbit or softphone access

Step-by-Step Setup

Step 1: Create the Integration in the Dashboard

In the Dashboard, go to Management → Lead Settings → Integrations. Click the + icon to start a new integration.

• Enter the integration name as Applied Epic
• Select Applied Epic as the vendor

Step 2: Account Authentication

Click Authenticate under My Authentication. Enter your Enterprise ID, Client ID, Database Name, and Domain (optional), then submit your credentials. Authentication requires approval from both Lightspeed and Applied — wait until status shows Authenticated before continuing.

Step 3: Verify Your API License

Confirm the customer has an Applied Epic API Suite License. If they don't, direct them to their Applied representative before proceeding.

Step 4: Assign Users

Assign users in the Dashboard under the Users section for this integration.

Step 5: User-Level Authentication

Enter each user's Lookup Code, which can be found in Applied Epic under Activities or in the user's Employee profile. Make sure the Email 1 field is populated in that profile — each user will receive a verification email and enter the code in the Dashboard.

Step 6: Confirm Authentication

Verify that both Account Authentication and User Authentication show as Authenticated.

Step 7: Enable AI Features (NOVA)

Enable smart triggers to sync call summaries and sentiment analysis to Applied Epic.

Step 8: Refresh Structure Access

If permissions change, use Refresh Structure Access to update them. The system also auto-refreshes every 8 hours.

Step 9: Test the Call Workflow

Test inbound and outbound calls to confirm record matching, pop-ups, and Applied Epic data access are working correctly.

Step 10: Verify Activity Logging

During and after calls, verify that activities log correctly with call details, recording links, and summaries.

Step 11: Validate the Call Log

Open the Applied Epic Call Log in the Lightspeed Dashboard. Verify calls show the correct status (Sent, Incomplete, or Failed) and that data syncs into Applied Epic Activities.

Troubleshooting

Authentication pending: Wait for API approval from Lightspeed and Applied.

User authentication fails: Check the Lookup Code and confirm the Email 1 field is populated.

Missing data: Verify triggers and AI settings are enabled.

Number Porting Note

If you're porting an existing number, test the integration again after the port completes to confirm DID routing and user mapping are correct.

Need More Help?

Email help@lightspeedvoice.com or call 941-564-3010 for assistance.