SalesForce Integration - Need UCCX ?

Hi,
I am bit confused here. I know you can accomplish srceen pop-up based on ANI using CAD and http triggers and that you need Premium license as HTTP commands are not possible in CAD with Enhanced licenses, right ? However, here is the situation:
What if the only requirements are:
-1) Being able to click-2-call from salesforce
-2) WHen a customer calls in open up their salesforce account ?
Call comes in from an Autto attendant that rings 10 phones at the same time.. ("agents")
I've been taking a look at "Cisco Unified CallConnector for Salesforce.com" and it is not quite clear if UCCX is mandatory. To tell you the truth I don't need to do any IVRs, ACD groups or anything like that. The customer only wants a basic salesforce integration to start with...
In case of UCCX being mandatory why would I use it and what kind of license would I need ?
Thanks
Joan

I can't speak for the UCCX piece, but I can tell you that click to call doesn't work well with CAD and a Cisco Phone. This was with UCCE and CAD by the way.
david

Similar Messages

UCCX and Salesforce Integration

Hello,
I have a client that we recently completed a small UCCX 8.5 Premium deployment for. As part of the deployment we completed a CAD integration with Salesforce.com in order to provide a screen pop of the associated customer account using the ANI from the caller (document attached – though there were some changes along the way in order to conform to the current version of Salesforce and UCCX).
Now the customer is interested in scraping data from Salesforce.com in order to route calls to the right agents. The integration we have completed to Salesforce for CAD does not help us to do this, specifically because the account screen pop the agent gets, is provided as part of a workflow, taking place AFTER the agent is selected. In order to do what the customer is asking, we will need to hit the Salseforce database earlier and somehow populate variables that will allow us to route the call appropriately.
I know that once upon a time we could use the Cisco Unified CallConnector for Salesforce.com in order to provide a more enhanced integration to Salesforce but that is now End of Life (http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7274/ps7292/end_of_life_notice_c51-679419.pdf). I know that there are 3rd party connectors (http://www.amctechnology.com/solutions/Cisco_solution.html) but of course those require licensing.
So now that you have the context, here is the question:
I am looking for a recommendation on how to provide the functionality that the customer is looking for.
Option 1: Complete a DB integration to Salesforce directly from UCCX and scrape the data from the Salesforce DB in order to route the call appropriately. If this is possible, I am looking for any sort of documentation on how to accomplish this.
Option 2: Use a 3rd party connector to accomplish the DB integration and pull the data out of the DB in order to route calls appropriately. I have a call into the 3rd party vendor to confirm if we will get this functionality out of the connector, in combination with scripting from the UCCX side, but if anyone has any experience with this I would love to hear the details.
Thank you,
Casey Nordendale

Hi,
Referring to the UCCX 8.5 datasheet,
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-629807.html
Cisco Unified Contact Center Express Premium allows you to apply HTTP integration to provide integration and a screen pop with browser-based applications such as Salesforce.com running in the Cisco Agent Desktop embedded browser.
Also refer the section "Figure 1.Cisco Agent Desktop with Integrated Multitabbed Browser (Premium)" in the below link,
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-584241_ps1846_Products_Data_Sheet.html
An example is also provided in the below link,
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/prod_white_paper0900aecd804c6cdd.html
Hope it helps,
Anand
Please rate helpful posts..

Nsite/Salesforce Integration

Post Author: rnagahori
CA Forum: Nsite
Nsite integrates with Salesforce through Salesforce AppExchange program.
NOTE: Salesforce
integration with Nsite requires the Salesforce edition which provides the
Salesforce Web services API. The Salesforce full enterprise edition already has
the Web services API. Check with Salesforce about upgrading your Salesforce
account to include the Web services API.
To configure Salesforce you must be an Nsite Administrator.
Nsite provides a document for configuring your Salesforce and Nsite
accounts:
Five steps to set up Nsite Quote and Proposal Management with
Salesforce.com.

I can't speak for the UCCX piece, but I can tell you that click to call doesn't work well with CAD and a Cisco Phone. This was with UCCE and CAD by the way.
david

SAP PI 7.0 to Salesforce integration.

HI Expats,
I have a requirement on SAP7.0 to Salesforce Integration Could anyone of you suggest me how to proceed further. Highly appreciated if anyone of you can Please share any related blogs, docs.
Thanks,
Satya,

Hi,
refer the below link.
http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/d23cbe11-0d01-0010-5287-873a22024f79?QuickLink=index&overridelayout=true&5003637722665
To integrate SAP-CRM and Salesforce through web services in java some of the sites can be useful:
http://sap.ittoolbox.com/topics/t.asp?t=437&p=437&h1=437
http://www.sap.com/about/press/press.epx?PressID=9527
http://blog.tmcnet.com/telecom-crm/2008/05/19/sugarcrm-spackle-bayer-picks-sap-crm-bigmachines-completes-audit-vinst.asp
http://www.amctechnology.com/solutions/Nortel_solution.html
Regards
srinivas

Oracle Service Bus & Salesforce Integration

Hi there,
Does anyone know if there is an Oracle-issued or 3rd party adapter for use with OSB in integrating to Salesforce?
I came across this thread created in February,
Re: Adapters for Salesforce Integration
and was wondering if anyone has any further updates or thoughts since then.
This Oracle PDF does very briefly mention a salesforce.com adapter..
http://www.oracle.com/technetwork/community/developer-day/otnvdd-soademo1-mediator-494868.pdf
Any ideas as to how we could find more information?
Thank you!

interesting
would like to know what functionality the adapter is supplying.
we currently have integration from the soa suite with salesforce, but this is just for the authentication, the calls after this are plain webservice calls, so i'm wondering what functionality is build in the adapter itself.

Salesforce integration with SAP using XI

Hi Experts,
We are evaluating to integrate salesforce with SAP. We can understand more about salesforce through salesforce.com. Can we use XI/PI to integrate SAP with salesforce.
Appreciate your help!!
Regards,
Suraj Kumar

Hi,
did you try searching on this forum for that answer already?
salesforce integration questions are asked very often so if possible
please do a search before you ask and then ask more direct questions ok?
thank you,
Regards,
Michal Krawczyk

Biztalk 2013 Salesforce Integration error

Hi,
I am implementing sales force Integration to BizTalk2013 WCFwebhttp Adapter. Here is the below code of MSDN I followed.
http://msdn.microsoft.com/en-us/library/dn198272(v=bts.80).aspx
Here is the Code sample
http://code.msdn.microsoft.com/Integrating-BizTalk-Server-f31e4286
Code will be working fine outside of corporate network. After connecting to corporate network i am facing the below error.
Please help me to resolve.
System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at https://na15.salesforce.com/services/data/v24.0/query?q=SELECT+Amount%%2c+Id%%2c+Name%%2c(SELECT+Quantity%%2c+ListPrice%%2cPricebookEntry.UnitPrice%%2c+PricebookEntry.Name+FROM+OpportunityLineItems)+FROM+Opportunity+Where+Name+%%3d+'Opportunity3+with+Customer+1'
that could accept the message.
This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details. ---> System.Net.WebException:
Unable to connect to the remote server --->
System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after
a period of time, or established connection failed because connected host has failed to respond 96.43.146.88:443 at System.Net.Sockets.Socket.EndConnect(IAsyncResult asyncResult) at System.Net.ServicePoint.ConnectSocketInternal(Boolean connectFailure, Socket
s4, Socket s6, Socket& socket, IPAddress& address, ConnectSocketState state, IAsyncResult asyncResult, Exception& exception) --- End of inner exception stack trace --- at
System.Net.HttpWebRequest.EndGetResponse(IAsyncResult asyncResult) at System.ServiceModel.Channels.HttpChannelFactory`1.HttpRequestChannel.HttpChannelAsyncRequest.CompleteGetResponse(IAsyncResult
result) --- End of inner exception stack trace --- Server stack trace: at System.Runtime.AsyncResult.End[TAsyncResult](IAsyncResult result) at System.ServiceModel.Channels.ServiceChannel.SendAsyncResult.End(SendAsyncResult result) at System.ServiceModel.Channels.ServiceChannel.EndCall(String
action, Object[] outs, IAsyncResult result) at System.ServiceModel.Channels.ServiceChannel.EndRequest(IAsyncResult result) Exception rethrown at [0]: at System.Runtime.Remoting.Proxies.RealProxy.HandleReturnMessage(IMessage reqMsg, IMessage retMsg) at System.Runtime.Remoting.Proxies.RealProxy.PrivateInvoke(MessageData&
msgData, Int32 type) at System.ServiceModel.Channels.IRequestChannel.EndRequest(IAsyncResult result) at Microsoft.BizTalk.Adapter.Wcf.Runtime.WcfClient`2.RequestCallback(IAsyncResult result)

HI,
can you help me to get the data from saleforce to Biztalk with out using Windows Azure. I got the code snippet from MSDN to fetch the data when workflow action is triggered in Salesforce oubound message is sent to Biztalk, but using windows azure account
I need the same but with out windows azure.
My requirement is same but I dont want to use the WindowsAzure account
Here is the MSDN code
http://code.msdn.microsoft.com/Integrating-BizTalk-Server-f31e4286

Biztalk Salesforce Integration

Hi,
can you help me to get the data from saleforce to Biztalk with out using Windows Azure. I got the code snippet from MSDN to fetch the data when workflow action is triggered in Salesforce oubound message is sent to Biztalk, but using windows azure account
I need the same but with out windows azure.
My requirement is same but I dont want to use the WindowsAzure account
Here is the MSDN code i followed
http://code.msdn.microsoft.com/Integrating-BizTalk-Server-f31e4286

Hi,
See also the SalesForce blogposts from Steef-Jan Wiggers.
BizTalk, SalesForce and MSMQ – Part I
http://soa-thoughts.blogspot.nl/2010/08/biztalk-salesforce-and-msmq-part-i.html
BizTalk, SalesForce and MSMQ – Part II
http://soa-thoughts.blogspot.nl/2010/08/biztalk-salesforce-and-msmq-part-ii.html
Kind regards,
Tomasso Groenendijk
Blog
| Twitter
MCTS BizTalk Server 2006, 2010
If this answers your question please mark it accordingly

Oracle - Salesforce Integration and xml/BI Reporting

Hi All,
Any one has done real-time data integration between oracle and salesforce.com.
We are using oracle E-Bunsiness suite 11i and salesforce and want to integration between these two applications so that we can generate BI/XML publisher report from salesforce data for users.
Thanks
Ravi

Hi Jorge,
This is good idea but we have to spend $ for this kind of application.
I have done with Oracle E-Business Suite 11i (Web service integration).
Now i can generate any report like Discoverer or BI Publisger report from salesforce data.
Now i am set.
Thanks
Ravi

Oracle - Salesforce Integration

Hi All,
Any one has done real-time data integration between oracle and salesforce.com.
I am using oracle E-Bunsiness suite 11i and salesforce.com and want to integration between these two applications without any other third party application/services.
Thanks
Ravi

Ravi,
Please see these links.
The Official AIA Blog
http://blogs.oracle.com/aia/
http://blogs.oracle.com/stevenChan/2009/08/recommended_database_parameters_updated_for_ebs_11.html -- Search for "salesforce".
Thanks,
Hussein

Adapters for Salesforce Integration

Hi All,
I am working on Integrating Salesforce with legacy applications, and looking for some adapters by which I can establish a communication channel between SOA and Salesforce.
Are there any Salesforce adapters available from oracle or Third party?
Thanks,
Ankit

Doesn't Salesforce have a web services interface (wsdl stuff)??
Check http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_quickstart_steps.htm
and
http://www.salesforce.com/us/developer/docs/api/apex_api.pdf
hth,
Peter Paul

### How to make integration between UCCX and Active Directory##

Hello,
I want to know what is the right procedure to perform a right integration between the UCCX and the Active Directory?
Waiting Yours Reply,,,,
Thanks a lot......

What version?
Assuming a current version (5.0 and higher): there is NO direct integration between CCX and Active Directory. The CCX server must not be joined to a domain.
CCX uses UC Manager End Users for synchronized usernames and passwords. If UC Manager is synchronized with an LDAP source, such as Active Directory, then this will carry forward to CCX. CCX would pass authentication requests to CCX through AXL. UCM would perform the LDAP authentication and inform CCX of the success/failure.

Way of External Database Integration with UCCX

Hi
I want to know what are the way of UCCX integration with External Database(Mobile Operator, Banking, Insurance).I only know about DBwrite and DBGet. is there any way out(http, https,SOAP)? They dont want to give me direct access to there Databases.
Sultan Al Arif

One way to do this would be to use the Get URL Document step to request an XML file from a web server.
Upon receiving this request the web server would then retrieve the required data via SQL (fairly easy to do using ASP.NET and IIS), format it in an XML page and return it to your script.
The script would then use Get XML Document Data steps to parse the XML file for the required data.
The organisations that operate the databases with which you want to integrate may have some concerns about the security of this though as the data will not be encrypted in transit.

Oracle - Salesforce Integration and discoverer reporting

Hi All,
Any one has done real-time data integration between oracle and salesforce.com.
We are using oracle E-Bunsiness suite 11i and salesforce and want to integration between these two application so that we can create discoverer report from salesforce data for management/sales team.
Thanks
Ravi

I have no experience with this, but MOS Doc 1170314.1 (Does BIApps INFA include license for SalesForce.Com connect) seems to suggest that some built-in integration is available with OBIEE. Your Oracle salesperson may have more information.
HTH
Srini

New Bie Question: Doing Flex Salesforce integration for the first time

Dear Friends,
I want to connect to Salesforce using Flex API and I have tried two-three approaches but all in vain.
It give me an error 'INVALID_LOGIN: Invalid username, password, security token; or user locked out.'
PLEASE HELP ME TO FIX THIS .
Also, I would like the highlight the fact that my username and password work only for 'test.salesforce.com' and not for ' login.salesforce.com'. Could it be reason for login failure. I have used the token as suggested.
I have also tried setting different serverURL like ''serverUrl=https://test.salesforce.com/services/Soap/u/9.0 and https://login.salesforce.com/services/Soap/u/9.0 .
Below are two of the techniques I have used.
(1) Using AIR API.
For this I have done as mentioned in 'http://wiki.developerforce.com/index.php/Force.com_Flex_Quick_Start_Tutorial'.
(2) Trying to tun the below code, that I found in one of the quick start tutorial.
<?xml version="1.0" encoding="utf-8"?>
<s:WindowedApplication
xmlns:fx="http://ns.adobe.com/mxml/2009" xmlns:s="
library://ns.adobe.com/flex/spark" xmlns:mx="
library://ns.adobe.com/flex/mx" xmlns:salesforce="http://www.salesforce.com/">
<fx:Declarations>
<salesforce:AIRConnection id="force"/>

</fx:Declarations>
<mx:DataGrid id="dgSolutions" right="10" top="10" left="10" bottom="10" />
<fx:Script>
<![CDATA[
import com.salesforce.AsyncResponder;
import com.salesforce.objects.LoginRequest;
import com.salesforce.results.LoginResult;
import com.salesforce.results.QueryResult;
import mx.collections.ArrayCollection;
import mx.controls.Alert;
import mx.rpc.AsyncRequest;
private function init():void {
var lr:LoginRequest = new LoginRequest();lr.username =
'myusername'; // I have given my username herelr.password =
'mypassword'; // I have given my password herelr.callback =
new AsyncResponder(loadGrid);force.login(lr);
private function loadGrid(lr:LoginResult):void {Alert.show(
'Hi');force.query(
"Select Id, FirstName, LastName From Contact",
new AsyncResponder( function (qr:QueryResult):void {dgSolutions.dataProvider = qr.records;
]]>
</fx:Script>
</s:WindowedApplication>
ANYHELP IN THIS REGARD WOULD BE REALLY APPRECIATED.
THANKS IN ADVANCE.

do we need to go the server route to have all these features even though none of it will go though the internet?
"need"? no, but you might prefer to do so.
Let me explain.
First off, there's nothing in Mac OS X Server, per se, that says it's designed for internet-facing applications. Sure, some of the services are internet-leaning, but don't think that internet/non-internet is the deciding factor of whether to use Server over client.
The fact is that much of what you describe can be done via Mac OS X Client, but it can be done much easier with Mac OS X Server. You might find that the hours you save, and the productivity you gain far outweighs the cost of Mac OS X Server.
Case in point, you have three workstations, right? Is each one used by an individual? or are they shared?
If they're shared, would it be easier for any user to be able to log on at any workstation and get their normal desktop environment, preferences, etc? That's something that's easy to do with Mac OS X Server, but not via Mac OS X Client.
You've already touched on shared iCal and contacts, neither of which are part of Mac OS X client, so you'll have to decide how much they're worth to you.
At the end of the day, you'll have to decide for yourself. Of course, you could take the easy option and defer until Mac OS X 10.7 (Lion) comes later in the summer, in which case the server functions are included as optional installs for no additional cost (i.e. buy client and get the Server for free).

SalesForce Integration - Need UCCX ?

Similar Messages

Maybe you are looking for