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Define CRM Objects

You can create campaigns based on the Customer object defined in your Virtual Contact Center CRM, or any object in your External CRM, provided the object has a phone field. To generate a call list based on an object, you should configure the object with its desired fields in Outbound Setup.

Outbound Setup > CRM Objects enables you to define CRM objects and fields to be used in campaigns.

To add a CRM object:

  1. From the Configuration Menu, open Outbound Setup.
  2. Go to the CRM objects tab.
  3. Click Object.
  4. Enter an object name for Name in CRM.
    The data type for the object is automatically populated.

    Note: You must enter the object name as it appears in the CRM.

  5. Enter a value for Label to Show Agents in Agent Console.
    The following table summarizes the options under CRM Objects:
    CRM Objects OptionDescription
    Add ObjectLets you add an object from your CRM. If enabled, automatically populates the CRM Objects field while creating a campaign. If disabled, prevents creating a campaign based on the CRM object. Enter the following information to add a CRM object:
    • Name in CRM: Enter the name of the object from your CRM. Make sure the object name matches the value in the CRM.
    • Data Type: Select the most appropriate data type from the drop-down list.
    • Label to Show Agents: Enter a label to show on the transaction panel of Agent Console.
    • Phone Field: Applies to a phone field only. If checked, displays the phone number to the agent on the transaction panel.
    • Default Phone: Applies to a phone field only. If checked, dials the number if an agent fails to select a number.
    • Transaction Field: Applies to any field. Shows the field on the transaction panel of Agent Console.
    • Revert Edits: Reverses edits before the last save.
    Add Field Lets you add a field under the selected object. You can add any number of fields to filter your campaign call list. If disabled, prevents filtering a call list based on the CRM field.
    Enter the following information to add a CRM field under an object:
    • Name in CRM: Enter the field name from your CRM. Make sure the name matches the value in Field Name.
    • Data Type: Select the most appropriate data type from the drop-down list.
    • Label to Show Agents: Enter a label to show on Agent Console.
    • Phone Field: Applies to a phone field only. If checked, displays the phone number to the agent.
    • Default Phone: Applies to a phone field only. If checked, dials the number if an agent fails to select a number.
    • Transaction Field: Applies to any field. If checked, shows the field on the transaction panel of Agent Console.
    • Revert Edits: Reverses the edits before the last save.
    Move UpMoves a CRM object or field up from its current position.
    Move DownMoves a CRM object or field down from its current position.
    DeleteDeletes a selected object or field. For more information on deleting objects and fields, see how to delete CRM objects below.

    Note: You cannot delete an object without deleting its fields.

    • Save
    • Revert
    • Revert Edits
    • Saves all changes.
    • Reverses all changes before the last save.
    • Reverses the previous edit.

To add a CRM field:

  1. From the Configuration Menu, open Outbound Setup.
  2. Go to the CRM objects tab.
  3. Click next to the Object in the top row. Notice that another field is added.
  4. Enter a name in Name in CRM for the field.

    Note: You must enter the field name as it appears in the CRM.

  5. Select Data Type to match the CRM field data type. If you do not find an exact match, enter the most appropriate data type. The Dialer supports the Boolean, Integer, Text, Date, and DateTime data types.

    Note: Boolean may be used for check box values.

  6. Enter a value for Label to Show Agents in Agent Console.
  7. Check the Phone Field to indicate a phone number. Phone Field is used to populate the list of phone numbers for a particular contact. The number shows on the control panel of Agent Console.
  8. Check the Default Phone to assign a default phone number if a contact has more than one number. A default phone number initiates an outbound call if an agent fails to select a particular number from the list. The number shows on the control panel of Agent Console.
  9. Check the Transaction Field for the field data to show on the control panel of Agent Console and in the External Transaction Data field of Campaigns.
    For example, you can select key information such as company name and phone number to show on the control panel, minimizing the agent's effort to retrieve this information from the contact record details. Custom objects and fields are supported as well. You can add any number of fields to filter your campaign call list.

    Note: For custom objects and fields, suffix the object and field name with <_c>, such as in <Client_c>.

To delete CRM objects:

  1. From the Configuration Menu, open Outbound Setup.
  2. Go to the CRM objects tab.
  3. Select a field or object from the list.
  4. Click or Delete. The field is deleted from the list.
  5. Click Save.
  6. Select the object and click Delete after deleting all the fields under the object.

    Note: If an object is referenced in a campaign, the Delete button is disabled.

  7. Click Save.

To delete a CRM field:

Select the field, and click Delete.

Note: If a field is referenced in a campaign, the Delete button is disabled.

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