Configure SugarCRM plugin

PluginAttributes List

A brief summary of the plugin attributes list:

 

PluginSettings List

The PluginSettings can be divided in several parts:

  • The Case queries: Retrieve the Cases related to a caller. Setting QueryByCaseContactId is used in an automated search on cases if a customer had been identified. The name of the query should not be changed.

  • The Contact queries: Retrieve the contacts related to the caller’s email address. Setting QueryByContactEmailAddress is also used in an automated search on the contact if a customer has been identified. For QueryByContactPhoneNumberMatches it works a bit differently. You can read more about this on the next page.

  • The query maximum results can be changed.

    Set this after your query: &max_num=<Set here the maximum>

    This work for all queries.

  • The value “{0}” is necessary in queries for getting results based on your request for example emails, names, phonenumbers ect..

  • Encrypted passwords are accepted.

  • Every item in this pluginSettings list except the optional settings are required to let it work.

 

Phone number matches

When a customer is calling the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. you can check if his phone number is from your country.

This is a basic query example for finding phone number results:

Score Setting Value

ContactQuery

QueryByContactPhoneNumberMatches

http://<baseUrl>/rest/v11/Contacts?filter[0][phone_work][$contains]={0}

The “{0}” in the query is the customer phone number.

If the number is not recognized in the database it is possible to add more filters to this query

for example:

Scope

Setting

Value

ContactQuery

QueryByContactPhoneNumberMatches

http://<baseUrl>/rest/v11/Contacts?filter[0][$or][0][phone_work][$contains]={0}&filter[0][$or][1][phone_mobile][$contains]={0}

When you are choosing this option you can setup the “PhoneNumberMatches” optional setting in Sharepoint:

Scope

Setting

Value

SugarCrmSettings

PhoneNumberMatches

(national_number]{0,3}) [national_number]{3,3}-[national_number]{6}

With this option the caller’s phone number will be formatted to a new number that can match with one of the phone numbers in the database.

For every new added match you have to use the “;” symbols to close a match and starting a new one, example:

Scope

Setting

Value

SugarCrmSettings

PhoneNumberMatches

+[country_code][national_number];([national_number]{0,3}) [national_number]{3,3}-[national_number]{6}

If you want to use the matches for your query to get more results you can do this for example:

Scope

Setting

Value

ContactQuery

QueryByContactPhoneNumberMatches

http://<baseUrl>/rest/v11/Contacts?filter[0][$or][0][phone_work][$contains]={0}&filter[0][$or][1][phone_work][$contains]={1}&filter[0][$or][2][phone_work][$contains]={2}

The “{1}” and “{2}” are the formatted phone numbers with the formule in the “PhoneNumberMatches” setup and the “{0}” is still the original phone number of the customer.

 

Query setup

When you are making queries you want to get the right results.

Here under are more examples and explanation.

Contact / CaseQuery

Url:

http://<baseUrl>/rest/<version>/<category>?filter[0][<systemname>]={0}

  • <baseUrl> is the webserver url
  • <version> is the version of the query
  • <category> category like contacts / cases
  • <systemname> is the name like: name, phone number, email, id ect...
  • {0} is the searchValue that will be send to the webserver
  • [ ] should be a systemname that the webserver returns as result

Url: http://<baseUrl>/rest/<version>/<category>?fields=<fields>&filter[0][<systemname>][<operator>]={0}

  • <fields> the fields that the webserver should return as response
  • <operator> operator like: $equals, $contains or $starts

 

Hyperlink

This hyperlink can be setup so that when the agent clicks on it (for example the name of the customer), it will open a link in the internet browser

http://<baseUrl>/<category>/[<systemname>]