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

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.

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21/11
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Edited by: Ravi Kumar Garre on Jan 27, 2010 6:03 PM

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hi there
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hi there
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Need details on Outlook integration with SAP CRM

Need details on Outlook integration with SAP CRM

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https://www.sdn.sap.com/irj/scn/wiki?path=/display/crm/home
Please review the rules of engagement before posting further.
https://www.sdn.sap.com/irj/scn/wiki?path=/display/home/rulesofEngagement
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[email protected]

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UCCX 10.5 integration with SalesForce CRM

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