| Insert excerpt | ||||||
|---|---|---|---|---|---|---|
|
Vonage Contact Center (VCC) stores data retrieved by Data Connector; VCC stores one data source for each specified field of each record retrieved from the CRM system. VCC prepares these data sources when you save the Data Connector applet, using a consistent naming convention. You can configure subsequent applets (such as a Data Announcer, a Data Router, another Data Connector applet, or an Automatic Call Distributor applet) in your interaction plan to use the data sources created.
Using the standard CRM interface, the Data Connector applet compares a value in a previously found data source to the value of a specified field of a specified object in the CRM system. If a match or matches are found, the applet retrieves the values of selected fields from the records and makes them available as data sources in the form CRM name | Object Name | Field Name n.
For example, you can configure the applet to use an account number stored in a data source. Use the account number to find one or more records by comparing it to Account Number fields in Account objects in the CRM system. If there is a match or matches, you can specify that the applet must retrieve data from the Customer Type field on the found records in the CRM system.
| Note |
|---|
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. |
| Info |
|---|
| If enabled for your account, you can also create and update records in |
...
| your CRM system. For information about using the Data Connector to create and update records in |
...
| a linked and integrated CRM system, see Creating a record in an integrated and linked CRM system and Updating a record in an integrated and linked CRM system. |
To use the standard interface to retrieve data from Dynamics 365a 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 MS Dynamics.If you have more than one action enabled for your account, the only the Action section appears with no option selected. Otherwise the Action section will be pre-selected with Get MS Dynamics Data and MS Dynamics Match and Fields to Retrieve sections appear. Go to step 3 and then step 5the 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 Failurefailure list.
Info title Interface failure An interface failure occurs when the request does not receive a response or receives an error from Dynamics 365the 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 Get CRM Data action. The Match and Matched records sections also appear. Go to step 5.
if you have more than one action enabled for your account, in the Action list,
click the Get
CRM Data. The
Match and
Matched records sections appear.
In the MS Dynamics Match section, provide the following information:
Field Description Object The Object list contains Contains the available Dynamics 365 objects in the CRM system. Click the object you want to search. Match Data Sourcedata source Contains available data sources. Click the data source that contains the data you want to use to search for a Dynamics 365 record or records in the CRM system. against field Contains fields available for searching on the selected Dynamics 365 object in the CRM system. Click the field to which you want to match selected data source. In the Fields to Retrieve Matched records section, provide the following information:
Field Description Retrieve Multiple RecordsPop matched records If enabled for your account, select Pop matched records to open matching records in the insights panel in Agent Workspace. Clear Pop matched records to turn the feature off.
For more information, see Configuring record popping in the insights panel.
Retrieve multiple records Select the Retrieve Multiple Recordsmultiple records check box if you want the Data Connector to retrieve multiple matches. If you select Retrieve Multiple Recordsmultiple records, the Maximum Number number to Retrieveretrieve field appears. Maximum Number number to Retrieveretrieve If you want to the Data Retrieve Connector to retrieve multiple records, you must specify the maximum number of records to retrieve. VCC uses this value to prepare the correct number of data sources to hold the returned values Add Field to Retrieveretrieve Contains fields available on the retrieved records. Click the field or fields you want to retrieve. Click Remove to remove any fields you no longer want.
In the Routing section, provide the following information:
Field Description Successful Actionaction Contains available applets. Click the applet that VCC routes the interaction to after a successful action.
Info A successful action indicates that the Data Connector finds a match for the chosen object in Dynamics 365the CRM system. Multiple Matchesmatches Contains available applets. Click the applet that VCC routes the interaction to if the Data Connector finds multiple matches for the chosen object in Dynamics 365the CRM system. This field is only available if you do not want to return multiple matches and clear the Retrieve Multiple Recordsmultiple records check box. No Matchmatch Contains available applets. Click the applet that VCC routes the interaction to next if the Data Connector finds no matches for the chosen object in Dynamics 365the CRM system. Click Update. VCC creates data sources based on the values that will be retrieved at run time. For information about the data sources VCC creates, see the Data source names section later in this page.
...
- ObjectName is the object you select in the Object list
- FieldName is a field you select in the Add Field to Retrieveretrieve list
VCC creates a data source in this format for each field you select in the Add Field to Retrieveretrieve list.
For example, if you specify that you want to retrieve Account ID and Account Name fields from a single account record, VCC creates data sources called account|Account ID and account|Account Name.
...
Each data source is named ObjectName|FieldName n where:
- ObjectName is the object you select in the Object list
- n is the index of the record found in Dynamics 365 the CRM system in two digits, between 1 and the value you specify in Maximum Number number to Retrieveretrieve
- FieldName is a field you select in the Add Field to Retrieveretrieve list
VCC creates a data source in this format for each field you select in the Add Field to Retrieveretrieve list for each record retrieved.
...
- account|Account ID 01
- account|Account Name 01
- account|Account ID 02
- account|Account Name 02
VCC will also creates create a data source called account| Record Count and this data source will be populated with the actual number of records found. For example the if the Maximum Number to Retrieve , if the Maximum number to retrieve is three but only two records are found then this data source will be populated with the value of two.