PBXware MT 5.3 CRM

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CRM

CRM Integration


PBXware can now be integrated with several Customer Relationship Management solutions (CRM). Introduced in previous versions of the PBXware is support for Salesforce, SugarCRM, Bullhorn, Zoho, Zendesk, Microsoft Dynamics 2015 and with PBXware 5.2 the support for Pipedrive CRM and SuiteCRM.

Integration Service

  • Enable
Whether you want to enable CRM integration with PBXware. (Yes/No)
  • CRM type:
Select the preferred CRM type. Only services available on the system already.
(ex. MicrosoftCrm)
  • Organization Service URL
The default URL that gloCOM is going to use to connect and work with CRM Integration Service. For local services this URL is created inside gloCOM, but each gloCOM instance can be set to it’s own address if needed.
  • Page URL
Here you need to provide URL to CRM Integration Service in the format that depends on CRM type.
  • Login URL

Test

After saving your settings for CRM Integration, Test button will appear active. Clicking on this button a new window will open where you will enter CRM account information in order to test it:

  • Username:
Provide CRM account username
  • Password:
Provide CRM account password
  • Caller Id:
Caller ID to search for customer (optional)
  • Log Call:
Setting Log call to Yes will create a log inside CRM.

After providing all necessary information, press Run and the CRM Integration test will be started.

Salesforce specific configuration

Salesforce uses OAuth2 authentication, and first thing is to set it up. After creating the application, the Consumer Key and Consumer Secret will be generated.

  • Consumer Key:
Consumer key set for the pbxwareapp
  • Consumer Secret:
Consumer secret set for the pbxwareapp
  • Login URL:
Salesforce login url.

Log options

Here you can enable the CRM default log options that each gloCOM instance is going to use. In addition, each gloCOM instance can set it’s own log options if needed.

Default log options are:

  • Log inbound calls
  • Log outband calls
  • Log answered calls
  • Log unanswered calls
  • Upload recordings

NOTE: For 'Upload recordings' to work, CRM Integration Service has to be able to find the recorded file using details available from gloCOM. Because of some PBXware limitations, the only way to be sure that CRM Integration Service will be able to find a recording is to enable recording option on DID level for inbound calls, or extension recording for outband calls.


Routing

CRM Routing
CRM Routing allows routing to a specific Queue or IVR or playing sound files based on information fetched from CRM.
When the call comes in AGI, PBXware will first contact CRM and based on the returned value, make specific action.
In PBXware Home go to CRM menu with Integration and Routing submenus, on Routing submenu one can set up rules based on which call be routed.
On DID and IVR new destinations where can be selected the rule which will be evaluated for particular DID/IVR.

NOTE: CRM Routing must be enabled in license.

Add/Edit Rule

CRM Rule Example

General

  • Rule Name:
Name for new rule
  • CRM Field Name:
CRM field which value should fetch
  • Location:
Where to use this rule (DID/IVR)
  • Greeting Instructions:
If one wants to get DTMF from caller and send that DTMF to CRM this greeting should be set, available only if Location is IVR

CRM Settings

  • CRM To Use:
Which crm to use (CRM from CRM > Integration, when PBXware will contact crm and fetch value or Custom CRM when customer should implement communication with CRM by his own)
  • CRM Modules:
From which CRM module PBXware should fetch information, available only if CRM To Use is CRM from Settings > CRM Settings
  • CRM Username:
Valid CRM username, available only if CRM To Use is CRM from Settings > CRM Settings
  • CRM Password:
CRM password, should be entered on same way as in GloCOM, following instructions for specific CRM, available only if CRM To Use is CRM from Settings > CRM Settings
  • CRM URL:
URL which PBXware will contact, must start with “https://”, available only if CRM To Use is Custom CRM

Rules

  • Operator:
Arithmetic operator
  • Value:
Value to compare with
  • Destination:'
Destination (Queue/IVR/Play recording)
  • Destination Option:
Queue/IVR number or recording name

NOTE: All fields except Greeting Instructions are required.

CRM Routing DID example
  • How routing works?

After fetching value from CRM, PBXware go through rules row by row and evaluate comparison between returned value and value from rule’s row using arithmetic operator from rule’s row. Destination for caller is destination from first row which match the criteria.

Let's say you need to filter inbound calls on DID and send calls to destinations based on some of the fields in your CRM. In the CRM there is a "status" field name with the customer's status and the value of the field can be GOLD, SILVER, BRONZE etc.. You can basically set your CRM routing rule to check if customer is marked as GOLD and if this is true send this call to the appropriate location IVR, Queue etc..

CRM Routing Custom CRM example


In case of custom CRM (crm implemented by customer), url which PBXware will try to reach is: {URL}?field_name={CRM_FIELD_NAME}&dtmf={DTMF}

  • URL = CRM URL set on Routing Rule,
  • CRM_FIELD_NAME = CRM Field Name set on Routing Rule,
  • DTMF = DTMF entered by caller, available only for IVRs when Greeting instructions option is selected

Based on configuration from example above, url will be:

https://crmurl.com?field_name=Field_Name

NOTE: One who implements Custom CRM integration is in charge of handling this request on his side.

ZOHO v2 CRM Configuration

Zoho Admin should create API Client (Register application).

To register the application the Admin should do the following:
  1. Go to the site: accounts.zoho.com/developerconsole
  2. Click Add Client ID
  3. Enter the Client name, Domain and redirect URL
  4. Click Create
  5. Note down the client ID

Redirect URL should be in next: https://{PBX_IP_ADDRESS_OR_HOSTNAME}/{TENANT_NUMBER}/crmiservice/api/generate_tokens

NOTE: If the system is CC, TENANT_NUMBER is 1

CRM Integration Configuration

Page URL: https://crm.zoho.com/crm or https://crm.zoho.eu/crm
Client ID: Client ID obtained from Zoho API Client
Client Secret: Client Secret obtained from Zoho API Client
Redirect URL: Redirect URL entered in Zoho API Client

Configuration example

Zoho CRM Config


Generate Tokens

The first time one sets the configuration in PBXware GUI, they need to click on the “Generate Tokens” button. This action will generate a Refresh Token which will later be used to generate Access tokens for users.
Zoho CRM Token

gloCOM Configuration

Only Zoho username is required:
  1. Username: myusername
  2. Password: you can leave it empty