IPCCX 4.5 premium intergration with Sugar CRM for agent screen pop up

[shaishav.parikh]

HI All

i am looking for simplified procedure for integration of IPCCX with sugar CRM

Call flow: when customer calls based on the ANI (Caller ID) Sugar CRM dabase should return customer details shd be popup to CAD .. this has to be achived through HTTP trigger

[mmelbourne]

With IPCC Express, there are two methods for integration into other applications: keystroke macros or the launch of a URL.

You can capture the ANI, and pass this into another application using either of these methods. If Suger CRM is web-based, and it's possible to formulate a URL to access the customer details, then it should be possible to pop the details (i.e. launch the URL) on the agent's desktop.

Take a look at the Tutorials' section of the Desktop Administrator Guide:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_4_5/english/agents/cda621ug.pdf

Please rate helpful posts.

[shaishav.parikh]

HI

Thanks for ur info i managed to integration through http action trigger on call ringing at agent

regards

shaishav

[daljeetsingh1_2]

Hello Shaishav,

I too need your help.

Can you please let me know how it worked for you? i've T24 banking solution at one of our customer and the CRM they have is also web based and we want the screen pop to be pushed to the agent screen on IE.

I understand how it works in terms of theoritically however i dint get any chance to make it work practically.

Kindly make me understand how you made it work.

If with some example or screen shots or something else which can make my life easy to achieve it.

And on which node we need to make that http request in the IVR Call flow? or only on Cisco Desktop Administrator.

I will appreciate your reply.

Thanks, ~Daljeet

[rchapee]

Shaishav,

You might want to take a look at Netelligent's Interact (www.netelligent.com). They have a nice package that integrates with Cisco and several business applications.