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Cisco - Salesforce integration

koenvdm_AC
Beginner
Beginner

Hi,

I have been looking for ways to integrate Salesforce with our Cisco CUCM/CCX environment. I found a lot of discussions and documentation but would like to get some things clarified to make sure I have the correct picture.

According to what I have found so far there are several ways to do the integration:

  1. Use CRM connector - this is only supported in CUCC Enterprise, CUCCX is not
  2. Use Callconnector - this should work with CUCM, CUCME, CUCCX, but then you can not use CAD
  3. Use CAD to integrate

I would appreciate it if anyone can confirm these are all option and explain a bit more or guide me to the correct documentation for the integration.

Thanks,

12 Replies 12

winijenh
Cisco Employee
Cisco Employee

Koen,

CRM Connectors are only for Contact Center Enterprise indeed, so that is not an option for a CCX deployment. The (free) Call Connector for salesforce.com and CCX is in beta, and may actually never reach GA. I would not recommend that solution.You can indeed use the integration capabilities of teh Cisco Agent Desktop to run salesforce.com in the CAD integrated browser. There is a detailed whitepaper on how to achieve that posted on cisco.com. An alternative is to use a Cisco Developer Partner solution. AMC Technology has an integration between CCX and salesforce.com available. There is one notable limitation to this integration: you can no longer use the CCX supervisor desktop (that's a CCX limitation, not an AMC Technology one).

Regards,

Willem Evert Nijenhuis

Manager, Product Management

Thanks for the clarification Willem, just one clarification request: would you recommend to use the call connector with CUCM(E), instead of with uccx?

Hi,

How do you do the integration? (since the callconnector/CRMconnector had been discontinued by cisco)

Are you using UC 500 series model now? If yes, how do you integrate with Salesforce?

Thanks & regards,

How Yee

koenvdm_AC
Beginner
Beginner