cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
123
Views
10
Helpful
3
Replies
Highlighted
Frequent Contributor

using inbound call info to populate custom web page

We would like to capture inbound call info like CallerID, calling number and called number to populate a web page.  This is similar to an inbound call populating a CRM type application with the difference that the inbound calls are cold calls and the info will not be in the CRM database, rather it would be used to initiate the creation of a new record in the CRM.

 

I believe we can do this with Finesse (yes?) but it seems like overkill.  Is there some other option for a customizable desktop agent that can be used for this purpose?  It doesn't have to be Cisco.  We are willing to look at 3rd party stuff if needed.

 

Thanks,

Diego

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Engager

Diego,

 

You have a few options available to you out of the box. Assuming UCCX, but this also applies to UCCE. First, you can use the IVR to send this data to your CRM. You could do it via an API request or via an ODBC connection. This ensure that data is in the CRM before the call arrives at your agent. Your second option and could be concurrent with your first. You can create a Finesse workflow to launch a URL on call arrival. This URL will pass on up to 5 parameters along with it. For example https://mycrm.com?ani=5551234&called=555343.

 

david

View solution in original post

3 REPLIES 3
Highlighted
Beginner
Beginner

Hi,

Please send a mail for 3rd party solution related to your CRM integration requirement to below emailid

info@parsec-tech.com

www.parsec-tech.com

Highlighted
Engager

Diego,

 

You have a few options available to you out of the box. Assuming UCCX, but this also applies to UCCE. First, you can use the IVR to send this data to your CRM. You could do it via an API request or via an ODBC connection. This ensure that data is in the CRM before the call arrives at your agent. Your second option and could be concurrent with your first. You can create a Finesse workflow to launch a URL on call arrival. This URL will pass on up to 5 parameters along with it. For example https://mycrm.com?ani=5551234&called=555343.

 

david

View solution in original post

Highlighted

very good suggestions and ideas.  Thank you!