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Configure External CRM API Access

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:

  1. From the Configuration Menu, open Integration.
  2. Go to the CRM API tab.
  3. Specify the account credentials and access rights used by an external process to access the Local CRM database.

    The following table summarizes the options under Integration > CRM API:
    CRM API OptionDescription
    Enable CRM API AccessSelect 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 usernameDo not reuse a user account name. Type a username created exclusively to service CRM API XML access to the Local CRM database.
    Password, Retype PasswordType the password required to access the Local CRM database.
    Used IdentifySelect 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 RightsChoose the operations the third-party process allows to perform on the Local CRM.
    • Select Add to enable the third-party process to create a new CRM database record.
    • Select Modify to enable the third-party process to change an existing Local CRM database record.
    • Select Get to enable the third-party process to read the Local CRM database record.
    The Add, Modify, and Get permissions can be selected for each the following categories of Local CRM database records, including:
    • Customers
    • Cases
    • Followups (No Modify option)
    • Tasks
    • FAQ
    Access Rights specify the operations CRM API is allowed to perform: The CRM API does not inherit the access rights of the user specified in the Used Identify list.

    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.

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