Integration UCCX with third party CRM

[assers001]

Hallow Cisco Team

Is there a way integrate UCCX with CRM and achieve the following points ?

• A dialog should appear displaying the information of the caller, where, the
  information would be fetched based via an API based on the mobile number.
• User should be able to ACCEPT or REJECT the call.

How i can start ? Appreciate getting any topics or resources can help 

Thank you in advance

[Thomas G. Johannesen]

Hey.

What CRM are you using ?

There are many 3rd party integrations to CRM system that is already made.

Where wil you have the call control. In finesse or in you CRM system?

[assers001]

Hi Thomas  

What CRM are you using ?

ZOHO CRM 

Where will you have the call control. In finesse or in you CRM system?

Popup should appear within CRM

Thanks

[MHirschmann]

Yes, it is absolutely possible to integrate UCCX with a CRM system to achieve the functionalities you're looking for by using 2Ring Gadgets in Cisco Finesse. 2Ring provides multiple options to work seamlessly with CRMs, including data dipping and embedding a softphone within the CRM. This allows agents to handle calls, emails, and chats without leaving the CRM portal.

Here’s how it can work:

• Data Dipping: When a call is received, an API can be triggered to fetch the caller's information (based on the phone number or other identifiers) from the CRM or any other connected data source. This information will be displayed within the agent’s desktop in Cisco Finesse.
• Embedded Softphone: The 2Ring Gadgets allow for softphone integration directly within the CRM interface, so agents can accept or reject calls without switching between applications. The call handling (accept/reject) can all be managed inside the CRM portal, keeping agents focused on their workflow.

To get started, here are some steps and resources that might help: https://www.2ring.com/2ring-gadgets-for-cisco-finesse-v8-1/

If you need to know more just ping me and I can show it to you if needed.

Regards,

Marco 

[PTS]

Please checkout below UCCX CRM Connector for your requirement 

https://developer.cisco.com/ecosystem/cpp/solutions/195083/