Creating 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. 

When you configure a Data Connector applet to create a record in a CRM system, the applet creates the record when VCC routes an interaction through it. For information about the Data Connector applet, see Data Connector applet.

To configure a Data Connector applet to create a 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 Create CRM Data action. The Create 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 Create CRM Data. The Create record section appears.

5. Provide the following information in the fields in the Create record section:

   Section	Field	Description
   	Object	The Object list contains the available objects in the CRM system. Click the object you want to create. The Add field list appears.
   	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 as you want. You must populate fields that are required by the object in the CRM system.
   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.

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 Create record section. You must populate fields that are required by the object in the CRM system. If you do not, an error or errors appear at the top of the applet page. Correct the errors before clicking Update again.