gefil | 2020-09-16 08:40:16 UTC | #1
Hi everybody,
I have the following request from a customer: The customer has an in-house CRM application (windows app) that is installed on every agent's client pc. They need to know if it is possible, for each Inbound Voice Interaction to trigger locally that external application. We use Data Actions with Web Services to display customer's basic information based on the msisdn (if exists). They need to also trigger that external app so the agent can have access to advanced info and actions.
Thank you all in advance.
Regards George
Jason_Mathison | 2020-09-16 13:55:48 UTC | #2
You would need to dig into how to do a screen pop with the specific software. One approach would be to create software that runs on each agent desktop that will listen for a interaction to be assigned to the agent and then notify the CRM app to pop.
Some CRM applications can be popped by sending a message to the central server. In that case you could write a centralized application to listen for interactions to be assigned to agents and send requests to the CRM server to pop on the agent desktop.
So there are options, but you are going to have to start by understanding what the CRM environment allows.
--Jason
gefil | 2020-09-16 17:55:58 UTC | #3
Thanks Jason! That's what I was thinking about also by reading the documentation... I believe a local application using the Could Api that will listen to the interactions and will execute the CRM application.
system | 2020-10-17 17:55:58 UTC | #4
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