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Beginner

UCCX 10.5 integration with SalesForce CRM

Hi,

I need some help on integrating UCCX 10.5 with salesforce crm (Cloud hosted).

The requirement is when call comes in on Agent desktop the call related information on basis of phone number should pop up on agent desktop from CRM.

Do we need any API for this integration or we can achieve this with the help of macros/events available on Agent Desktop (CAD/finesse) 

Regards,

Dinesh Joshi

1 ACCEPTED SOLUTION

Accepted Solutions

HiYou can certainly look at

Hi

You can certainly look at integrating to the SF APIs using UCCX capabilities.

If you are on Finesse there is an off-the-shelf solution you can pay for (Bucher+Suter; I believe this may be available via Cisco as well now or soon). 

The choice is whether you need a full product-type solution and all the features it offers, and have the money... or whether you have the dev skills to do what you need with the capabilies CCX has, and what SF offer.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

5 REPLIES 5

HiYou can certainly look at

Hi

You can certainly look at integrating to the SF APIs using UCCX capabilities.

If you are on Finesse there is an off-the-shelf solution you can pay for (Bucher+Suter; I believe this may be available via Cisco as well now or soon). 

The choice is whether you need a full product-type solution and all the features it offers, and have the money... or whether you have the dev skills to do what you need with the capabilies CCX has, and what SF offer.

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

View solution in original post

Beginner

Hi Aaron,Can we also do the

Hi Aaron,

Can we also do the same as mention below method. this is in the data sheet . Do we need any kind of other licenses or application apart from UCCX and Agent Desktop.

* Using HTTP workflows to "pop" any web-based CRM solution such as Salesforce.com into a gadget on the agent desktop

 *  Integration is achieved by using a real-time programmable CTI workflow engine invoking keystroke-macro emulation to automate the transfer of caller-entered information, or by performing an external application action.

Dinesh

Effectively the answer is no,

Effectively the answer is no, partially because of how SFDC works and partially because the keyboard macro you reference will soon be lost with the transition from CAD to Finesse.

In the case of SFDC, the HTTP workflow isn't possible without some help. The workflow only allows us to send a URL, such as https://salesforce.example/page?account=<enterpriseData>; where <enterpriseData> is some value we collected during IVR treatment such as an account number. In reality, SFDC doesn't construct URLs in that way and use GUIDs in the URL. For the HTTP workflow to work something needs to figure out what the URL/GUID is for a particular record you want to pop. This can either happen within the IVR script via an off-box web service to interface with the SFDC API or a custom Java class. Either way, what it does is get the full URL for what should be popped send that through to the agent desktop for the HTTP workflow action to pop.

The server-side integration has the advantage of being able to either validate data against SFDC and/or impact the call routing/options. An example would be checking account number input from a caller for validity, having an active service contract, and seeing if they are a Top 50 customer for priority treatment. If you don't need server-side intelligence then you can leverage a 3rd-party Finesse-based product, such as the Bucher+Suter product (others may be available in the Cisco Marketplace), to do the integration.

As for the keyboard macro: this is fairly unreliable, especially with web browsers, and was targeted for older terminal emulation-type apps. Regardless, it will soon not be available due to the transition from CAD to Finesse which is only capable of HTTP workflows, and not keyboard macros, IPC calls, external application action, etc.

Beginner

Hi Dinesh,The integration

Hi Dinesh,

The integration methodologies of Cisco Agent Desktop Vs Cisco Finesse with Salesforce differ. Are you looking for Cisco Finesse with Salesforce? If so, Servion Global Solutions has a ready made connector for this which does what you have asked for and much more.

Instead of bringing Salesforce screen inside Agent Desktop application, this connector will use Finesse APIs to bring CTI functionality inside SF.

Sriram

Beginner

Hi,Were you able to find a

Hi,


Were you able to find a solution for this? Are you open for suggestions for a CTI solution? I would like to recommend checking out Tenfold. Tenfold is a CTI solution that integrates Salesforce and Cisco. They offer features such as click to dial, automatic call logging, easy note taking and task creation, screen pops on inbound and outbound calls, new lead/contact creation when no matching records, support for cases/opportunities and advanced analytics on the backend. https://www.tenfold.com/integrations/salesforce/ciscopbx

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