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If enabled for your account, you can use a Data Connector applet to update a record in a CRM system. The Data Connector updates the record when Vonage Contact Center routes an interaction through the applet. For information about the Data Connector applet, see Data Connector applet.
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The CRM user that VCC uses to connect to the CRM system must have permission to view the required objects' fields and their data in the CRM system. Only objects and fields to which the user has access appear in the relevant sections in the Data Connector applet. |
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| You can also use the Data Connector applet to retrieve data from and create a new record in a CRM system. For information about using the Data Connector applet to create a record in a CRM system, see Retrieving data from an integrated and linked CRM system or Creating a record in an integrated and linked CRM system. |
To configure a Data Connector applet to update an existing record in a CRM system, perform the following steps:
- Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.
- In Interface in the Interface section, click the CRM system you want to retrieve data from.
Optionally select the applet that VCC routes the call to if the interface fails in the Interface failure list.
Info title Interface failure An interface failure occurs when the request does not receive a response or receives an error from the CRM system. A timeout, DNS lookup failure, incorrect or expired password or HTTP error status code, for example, might cause an interface failure. In the Action section:
if you have only one action enabled for your account, Action is pre-selected with the applicable Update CRM Data action. The Update record section also appears. Go to step 5.
if you have more than one action enabled for your account, in the Action list, click the Update CRM Data. The Update record section appears.
Provide the following information in the fields in the Update record section:
Section Field Description Object The Object list contains the available objects in the CRM system. Click the object you want to update. The ID field and Add field list appears. ID field
Info All records in the CRM system have a unique ID. Vonage Contact Center uses the value that you specify in this section to locate the record in the CRM system to update. Field name Field name is ID. Use the Source field to identify the source of the data for this field. Source The source of the data. Click the data source that contains the data for the field. Add field The Add field list contains the fields available on the selected object. Click the field you want to populate. The Fields to Populate section appears. Use Add field to add and populate as many fields on the selected object in the CRM system as you want.
Fields to populate Field name Contains the selected field. Use the Source field to identify the source of the data for this field. Source The source of the data. Click the data source that contains the data for the field. Click Remove to remove any fields you no longer want to update.
- In the Successful action list, click the applet that Vonage Contact Center routes the call to next.
To save your changes, click Update.
Note When you click Update, Vonage Contact Center validates the information you have provided in the Update record section. You must add at least one field to update. Correct any errors before clicking Update again.