External CRM

[gmcust3]

One of my Client wants to use his Own CRM.

1) I presume I need to send Phone Number to his CRM where his CRM will display the records fro their CRM DB.

But to send the Phone Number when there is a PopUp in Vici Agent Screen ?

2) How to Dispose the call ? Need to use 2 CRM at a same time : Vici Agent Interface and also Client's CRM ?

[williamconley]

1) I presume I need to send Phone Number to his CRM where his CRM will display the records fro their CRM DB.

The standard web form field in the Campaign definition will send LOTS of data including the phone number. Try it and see what information becomes available to the receiving web page.

But to send the Phone Number when there is a PopUp in Vici Agent Screen ?

The popup is the web form in the campaign definition which can be set to automatically pop up at the beginning of the call or the agent can press it during the call or the agent can press web form submit after dispositioning the call and get it.

2) How to Dispose the call ? Need to use 2 CRM at a same time : Vici Agent Interface and also Client's CRM ?

All the data from the agent's screen will be sent to the web form (which can be the client's CRM or a script that bounces to it after making a decision). You can create a php page that checks for the existence of the phone number in the client's CRM and then either pull up that record in the CRM by bouncing to the appropriate page inside the client CRM OR it could not find the phone number and then either Create a record OR bring up a search pane to select the proper record. Programming is fun.

[john_usc]

I have done the integration for two of my clients of external crm with the dialer. As williamconley pointed out, I used wrote php webservices and sent the data that way. I assume if you have access to the external crm's db, that would make the things a bit easier as you wouldnt have to write another webservice to get the latest data.
In the case of other client, who was using sugarcrm I had the luxury to look under the hood and just send data directly to the database on dispoUpdate.
Hope this helps.

[TroyD]

I have done the integration for two of my clients of external crm with the dialer. As williamconley pointed out, I used wrote php webservices and sent the data that way. I assume if you have access to the external crm's db, that would make the things a bit easier as you wouldnt have to write another webservice to get the latest data.
In the case of other client, who was using sugarcrm I had the luxury to look under the hood and just send data directly to the database on dispoUpdate.
Hope this helps.

John, I do something similar with SugarCRM, could you expand a bit on your SugarCRM solution. I use a .net designed popup page to grab info from Sugarcrm as well as use the post info from Vicidial this page has some additional Dropdowns, etc on it to push the call dispo into SugarCRM and do a few other things like create call records, etc., I was curious as to how you integrated the interaction between SugarCRM and the Dialer??.

[williamconley]

we have written a bunch of interactive stuff for different clients. my personal favorite is a custom module in sugar that (when you create a new record in it ...) creates a new user in Sugar, generating a 6 digit pwd, creates the same user in Vicidial, with a Dedicated List, Dedicated Campaign (including preferences limiting the user to that campaign) and a web form button to push data from Vicidial back to sugar to be "owned" by that sugar user. Then we have another module to push records into that list (500 at a time) from a "queue" of a couple million records, based on specific criteria. So the new user is then presented with JUST a SugarCRM login which has a link to auto-log into Vicidial as an agent (credentials built in). Now the agent need only learn how to log in to sugar, set up a soft phone ... and go.

[wimehraz]

Hello,

My requirement is like this ,

caller enters his registration id through IVR and if the reg id matched with 3rdparty crm database then there will be pop up in front of agents with other values .

Now if i use webform ...then how do i match reg id or even caller number with 3rd party database ?

Your suggestions will be really appreciable . waiting .....

thanks