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Overview of Exchanging Data

Use Integration > CRM API and Integration > CRM Triggers to configure data, such as customer, case, follow-up, or task data.

The following sequence describes the two-way exchange of data between Virtual Contact Center and an external process:

  1. An agent uses Agent Console to update customer, case, follow-up, or task information contained in the Local CRM database.
    If a URL has been specified for the interaction under CRM Triggers, then Virtual Contact Center transmits a formatted URL that includes the customer, case, or follow-up information.
    For details on formatted strings transmitted by Virtual Contact Center to an external process, refer to Configure External CRM Triggers.
  2. The external process receives the formatted string, then uses the CRM API to read additional information about the interaction from the Local CRM database.
    For details on configuring the CRM API to enable an external process to access the Local CRM database, refer to Configure External CRM API Access.
  3. The external process updates its database with the information read from the Local CRM.
  4. The external process sends the Local CRM database any information required to synchronize the two databases. For example, the external process may use internal logic to revise the priority of the case.

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