Hi, Can we integrate CIC system with sugar crm?. It is a powerful open source CRM which is widely used by many mid sized organizations. Thanks Karthick

Currently Interactive Intelligence does not have a prepackaged integration to Sugar CRM. I will forward this to Product Management to look at adding this in the future. This is not to say that customers have not attempted and succeeded in integration to Sugar CRM. I am curious if others out there have done one as well as what they have done in the integration.

Thank You Michael. I am also curious to know some implementation technique used others.

What are you wanting sugarcrm to do for I3? Its not complicated. I have written code against SCRM.

Simple integration such as 1) Click to dial in the Sugar crm page 2) Call back 3) Sugar crm screen pop using the incoming number received by CIC. Thanks Karthick

We do #3 (screen pop) in CIC 2.4 using the ClientCOM API. We have a custom C#.NET application on each agent's desktop. It receives the constituent ID from the server (stored in a custom call attribute by a custom handler using a sproc DB lookup), and the C#.NET app pops our custom CRM (not Sugar CRM but same idea). In CIC 3.0, I3 is depreciating ClientCOM in favor of IceLib.

One clarification on ClientCOM support in 3.0. Interactive Intelligence still supports ClientCOM in 3.0, but we highly suggest looking at moving to ICELib in 3.0. Not everything is available in ICELib that is available in ClientCOM. For example the workgroup queue statistics interfaces. In CIC 4.0, ClientCOM is end of life and will not be available. All functionality in ClientCOM will have been successfully migrated to ICELib in the 4.0 release.

Originally posted by karthickrajaraj;18167
Simple integration such as 1) Click to dial in the Sugar crm page 2) Call back 3) Sugar crm screen pop using the incoming number received by CIC. Thanks Karthick

You can accomplish the 1st 2 with ICELib.. The last one is a simple action with the URL from Sugar to pop what you are looking to search for. The company I work for in an integrator. I can pass you along to our sales guys if you are interested in having something done by us. Brian