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Configure 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 the database. The CRM triggers notify you of changes to the 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 allow them to make Virtual Contact Center interact with their applications.

CRM API can be designed to synchronize a 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 such as customer creation occurs in the CRM application, this script is executed with the appropriate parameter value (such as the customer account ID) 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.

Configure 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 are 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
Followup
  • Create
  • Delete
  • Account ID
  • Case ID
  • Followup ID
Task
  • Create
  • Edit
  • Delete
  • Account ID
  • Task ID

Use the CRM Triggers tab to transmit URLs pointing to scripts from Virtual Contact Center to an external process when the 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 configure CRM Triggers:

  1. From the Configuration Menu, open Integration.
  2. Go to the CRM Triggers tab and enter values.

    The following table summarizes the options under Integration > CRM Triggers:
    CRM Triggers OptionDescription
    CustomerTo enable Virtual Contact Center to notify a third-party process of changes to customer account data, type a URL for the Create, Edit, and Delete areas under Customer.
    When an agent creates, edits, or deletes customer data in the Local CRM database, Virtual Contact Center transmits a formatted string to the URL specified for the customer.
    For customer data, the formatted string has the following format: ?AccountID=aaa, where aaa specifies the customer account identifier.
    Case To enable Virtual Contact Center to notify a third-party process about changes to case data, type a URL for the Create, Edit, and Delete areas under Case.
    When an agent creates, edits, or deletes case data in the Local CRM database, Virtual Contact Center transmits a formatted string to the URL specified for the case.
    For case data, the formatted string has the following format: ?AccountID=aaa&CaseID=ccc, where:
    • aaa specifies the customer account identifier.
    • ccc specifies the case identifier.
    FollowupTo enable Virtual Contact Center to notify a third-party process about changes to case follow-up data, type a URL for the Create, Edit, and Delete areas under Followup.
    When an agent creates or deletes follow-up data in the Local CRM database, Virtual Contact Center transmits a formatted string to the URL specified for the follow-up.
    For follow-up data, the formatted string has the following format: ?AccountID=aaa&CaseID=ccc&FollowupID=fff, where:
    • aaa specifies the customer account identifier.
    • ccc specifies the case identifier.
    • fff specifies the follow-up interaction identifier.
    Task To enable the Virtual Contact Center to notify a third-party process about changes to Task data, type a URL for the Create, Edit, and Delete areas under Task.
    When an agent creates, edits, or deletes task data in the Local CRM database, Virtual Contact Center transmits a formatted string to the URL specified for the task.
    For task data, the formatted string is of the format: ?AccountID=aaa&TaskID=ttt, where:
    • aaa specifies the customer account identifier.
    • ttt specifies the case identifier.
  3. Click Save.
    CRM API configuration allows an external process to access the Local CRM database and exchange information to and from an external process and the Local CRM database. For details on CRM API, refer to Configure External CRM API Access.

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