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Configuring External CRM Triggers

 

If you maintain an external CRM database not integrated with Virtual Contact Center, you may access the CRM data querying the CRM API and synchronize database. The CRM triggers notify changes to Virtual Contact Center CRM and invoke a script for further action. The CRM triggers also pass parameters which can be used for further data mining.

Our CRM API allows tenants to interact with Virtual Contact Center application on events from their own applications. The CRM triggers feature allows them to make Virtual Contact Center application interact with their applications.

CRM API can be designed to synchronize CRM database with the tenant's database using CRM triggers. A CRM trigger is actually a URL that targets a script on an external HTTP server. When an event occurs in CRM application, such as a customer creation, this script is executed with the appropriate parameter (the customer account ID for instance) value sent using an http method. It is then up to the script the administrator has configured to use that parameter to access the object data using CRM API, and populate the tenant's database with it. The script uses the parameter value to access the object data using CRM API, and populates the tenant's database. The script may use the data for synchronization, auditing purposes, and creating simple dashboards.

For example, On creating a new customer, the CRM triggers the script by passing the Account ID. The script in turn uses the Account ID, and makes an instant call using CRM API to gather the record details and updates its in-house database for data synchronization.

Configuring the CRM Triggers

You can configure CRM triggers for changes to CRM objects under specified events. The URL executes when those events occur, and those parameters will be passed to the script targeted by the URL. The following table summarizes the CRM objects, corresponding events that invoke CRM triggers, and parameters passed to the script:

 

CRM Object Events Parameters

Customer

  • Create
  • Edit
  • Delete
  • Account ID

 

Case

  • Create
  • Edit
  • Delete
  • Account ID
  • Case ID

Follow-up

  • Create
  • Delete
  • Account ID
  • Case ID
  • Followup ID

Task

  • Create
  • Edit
  • Delete
  • Account ID
  • Task ID

 

 Use the Integration page, CRM Triggers tab, to transmit URLs pointing to scripts from the Virtual Contact Center to an external process when Virtual Contact Center CRM database records are modified. The external process uses the URL to synchronize its database records with the Virtual Contact Center CRM database.

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

To exchange information to and from an external process and the Internal CRM database, use the CRM API page to enable an external process to access the Internal CRM database. For information about the CRM API page, see Configuring External CRM API Access , on page 1.

 

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