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Configuring External CRM API Access


To access the 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 about customers, cases, tasks, followup records as well as FAQ data.

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.

Use the Integration page, CRM API tab, to specify the account credentials and access rights used by an external process to access the Internal CRM database.

To display the CRM API page, in the Configuration menu, click Integration then click the CRM API tab.

To completely configure bi-directional exchange of information to and from an external process and the Internal CRM database, use the CRM Triggers page to transmit URLs to a third-party process when the Internal CRM database records are modified. For information about the CRM Triggers page, see Configuring External CRM Triggers, on page 1.


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