To access Virtual Contact Center CRM data, you can use CRM API. The CRM API component of the integration suite enables you to develop external programs to access data for customers, cases, tasks, follow-up records, as well as FAQs.
The CRM API uses HTTP or HTTPS to transmit requests and receives responses formatted as Extensible Mark-up Language (XML). All these API queries are authenticated by account access credentials.
To configure CRM API:
|CRM API Option||Description|
|Enable CRM API Access||Select to enable a third-party process to access the Local CRM database.|
The third-party process uses the credentials entered for CRM API username and password.
|CRM API username||Do not reuse a user account name. Type a username created exclusively to service CRM API XML access to the Local CRM database.|
|Password, Retype Password||Type the password required to access the Local CRM database.|
|Used Identify||Select the user account name associated with activities performed by the CRM API.|
In reports, interaction activity performed by the CRM API matches the value of Used Identify.
|Access Rights||Choose the operations the third-party process allows to perform on the Local CRM.|
Note: The CRM API cannot delete data from the Local CRM.
To completely configure bi-directional exchange of information to and from an external process and the Local CRM database, use the CRM Triggers page to transmit URLs to a third-party process when the Local CRM database records are modified. For details on CRM Triggers, refer to Configure External CRM Triggers.
Open topic with navigation