Updating a record in an integrated and linked CRM system

Using the Data Connector applet, if enabled for your account, you can retrieve data from an account in a customer relationship management (CRM) system. You can also create new and update existing records in the CRM system. For information about the Data Connector applet, see Data Connector applet. 

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.

To configure a Data Connector applet to update an existing record in a CRM system, perform the following steps:

1. Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.
2. In Interface in the Interface section, click the CRM system you want to retrieve data from.

3. Optionally select the applet that VCC routes the call to if the interface fails in the Interface failure list.

   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.

4. 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.

5. 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 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.

6. In the Successful action list, click the applet that Vonage Contact Center routes the call to next.

7. To save your changes, click Update.

   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.