API Integration from UCCX to Microsoft Dynamics CRM

[joeharb]

We are in the process of changing our inbound Auto Attendant and want to reduce the number of options presented to the caller.  We have several different product offerings that customers may call in for, some customers my have only 1 service from us and another may have 5, each customer is assigned a unique "customer" number and we are looking into gathering that information to provide only prompts for the services they consume.  We utilize Microsoft Dynamics and it would be the idea data source for this information.  I have performed DB dips for screen pops in the past but didn't know if there was better way to utilize an API to a webservice call to CRM to retrieve the information.  Has anyone had any experience in this area?

Thanks,

Joe

[david.macias]

I feel like that last time I dipped into Dynamics OAuth wasn't a thing so it's been many many years, but I am very familiar with dipping SFDC from UCCX and I am confident it's pretty much the same thing. Biggest hurdle you're going to face is the authentication piece and then figuring out the right query to get the data you need. After that it's just JSON paths and variables and you're good to go.

david

[MHirschmann]

Hello Joe,

Just so you are aware as we have done a bunch of integrations with the 2Ring Dialog Gadget which provides a comprehensive set of features that enable data stored in 3rd party contact data stores such as ITSM, ERP, or CRM systems (Salesforce, ServiceNow, MS CRM – Dynamics) for both read and write operations as well as powerful automations:

https://www.2ring.com/wp-content/uploads/2024/05/2Ring_Gadgets_for_Cisco_Finesse_v7_Added_Value.pdf

If you would like to see it in action let me know.

Regards,

Marco