I am trying to pop up an account file in Microsoft Dynamics CRM when someone calls in from a phone number listed in an account in Microsoft Dynamics.
I have created a new workflow in CDA and assigned it to some test users through the CDA web GUI. I created an http action under the Voice Workflow and I can get it to pop up the main Microsoft Dynamics webpage when a call is received but I cannot get it to search for an ANI and pull up that specific account folder. I tried adding request data with the value of ANI or Calling Number but when I test it just brings up the main Microsoft Dynamics web page.
Microsoft Dynamics doesn't seem to use the same type of searching that google.com uses in the documentation. For example:
the main Microsoft Dynamics webpage is: https://xxx.crm.dynamics.com/main.aspx#400406938
a test account I set up is: https://xxx.crm.dynamics.com/main.aspx#268226689
another customer account is: https://xxx.crm.dynamics.com/main.aspx#147460712
Apparently the last string of digits relates to a customer but I don't know how to take an incoming phone number and translate that to a customer file.
CUCM version = 10.0.1
UCCX version = 10.0.1
Using CAD for agents with integrated browser pointed to the Microsoft Dynamics login page so the agent can log in when they first log into CAD.
I don't think this issue is really related to UCCX, you need to either figure out a way to dip into CRM and find the account number based on ANI or have CRM accept the ANI in the URL and do its search based on that instead of account.
2. the UCCX routing script would actually take the ANI (~ calling number), do the lookup using REST (or any other supported protocol, we can do some Java magic if you have at least UCCX Premium or Enhanced), MS Dynamics would return the customer ID, and this would be sent to the CAD (in an ECC variable, perhaps).
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The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.