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.