Sam_Wijnberg | 2017-03-06 20:54:12 UTC | #1
currently we have our architect call flow set up to request the caller to input a series of numbers that equal a contract number. the number that they enter is compared against a list that I manually dump from CRM and maintain in purecloud architect. if the number matches one from the list it goes to a queue to be answered by a representative, if they don't enter the correct number, it puts them directly into a voicemail box.
we are going to be adding the bridge for MS Dynamics, from what I am reading in the documentation here https://help.mypurecloud.com/articles/use-bridge-actions-in-architect-for-microsoft-dynamics-crm-data-dip-connector/ we can have it do a data dip from CRM based on the phone number they are calling from.
is it possible to have it do a data dip from CRM based on the contract number we request they enter?
Richard.Schott | 2017-03-07 16:56:51 UTC | #2
Unfortunately not at this time. There are some planned improvements to the entire data actions process that will be coming in the near future that should allow more flexibility in the types of transactions you can have between interaction workflows and your CRM.
If this is something that you're needing to implement immediately, I'd recommend taking a look at the web service data dip connector: https://help.mypurecloud.com/articles/about-web-services-data-dip-connector/
Sam_Wijnberg | 2017-03-07 17:33:45 UTC | #3
Thanks. Can you go into more detail about the current options with the dynamics CRM datadip? Specifically, the bridge actions?
I noticed two of the bridge actions are "GetAccountByAccountNumber" and "GetAccountByContactId".
Either of these might fit our needs. Does this require the user to input a number that would correspond to a data field we have in CRM? If yes, what options are available if the caller enters a number that isn't in that CRM field?
additionally, I noticed on the web services data dip connector that it has "CustomAction" I assume this is what you were referencing? Would this be capable of being customized to do what I am trying to do? Enter a number, if the number exists send to a queue, and populate data in purecloud, if the number doesn't exist send to voicemail (or any other action).
anon28066628 | 2017-03-07 18:28:08 UTC | #4
Hi Sam, that would be possible. The webservices data dip connector requires that you host a webservice with endpoint(s) that conform to the contract you specify in the custom action config. The request and response json format can be specified - see point 4 here. The endpoint name is arbirary as well. There are some limitations - request is POST only, Call Bridge Action doesn't expose the response status code or headers, can't send headers, JSON schema should be "flat" - no nested objects. Also see a sample webservice implementation and library in the open source resources (search for 'webservice'); the sample implements the basic 5 data dip endpoints but others can be added.
Richard.Schott | 2017-03-07 21:06:46 UTC | #5
Sam, RJ is correct that the custom action for the web service data dip connector would suit your needs.
The other actions you referenced that are part of the MS Dynamics connector are hard coded to SDK methods that specifically request account records by the account number or by a contact ID, and these do not offer any customization beyond defining additional fields to return with your request.
system | 2017-08-28 19:32:38 UTC | #6
This post was migrated from the old Developer Forum.
ref: 1010