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Summary of CRM Triggers Tab Options

Table 60 summarizes the options available in the Integration page, CRM Triggers tab. 

Table 60: Summary of Integration page, CRM Triggers tab options

Integration, CRM Triggers tab option Description

Customer

To enable the Virtual Contact Center to notify a third-party process about changes to customer account data, in the Customer area, in the Create, Edit, or Delete text entry area, type a URL.

When an agent creates, edits, or deletes, customer data in the Internal CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area.

For customer data, the formatted string is of the form:

?AccountID=aaa, where aaa specifies the customer account identifier.

Case

To enable the Virtual Contact Center to notify a third-party process about changes to case data, in the Case area, in the Create, Edit, or Delete text entry area, type a URL.

When an agent creates, edits, or deletes, case data in the Internal CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area.

For case data, the formatted string is of the form:

?AccountID=aaa&CaseID=ccc, where:

  • aaa specifies the customer account identifier.
  • ccc specifies the case identifier.

Followup

To enable the Virtual Contact Center to notify a third-party process about changes to case followup data, in the Followup area, in the Create or Delete text entry area, type a URL.

When an agent creates or deletes, followup data in the Internal CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area.

For followup data, the formatted string is of the form:

?AccountID=aaa&CaseID=ccc&FollowupID=fff, where:

  • aaa specifies the customer account identifier.
  • ccc specifies the case identifier.
  • fff specifies the followup interaction identifier.

Task

 

To enable the Virtual Contact Center to notify a third-party process about changes to Task data, in the Task  area, in the Create, Edit, or Delete text entry area, type a URL.

When an agent creates, edits, or deletes, task data in the internal CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area.

For task data, the formatted string is of the form:

?AccountID=aaa&TaskID=ttt, where:

  • aaa specifies the customer account identifier.
  • ttt specifies the case identifier.

 

See Also

 


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