Updating a record in an integrated and linked CRM system

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.

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.

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.
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:
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.