Additional configuration CRM Service for Afas Profit

PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. The following optional settings can be added:

   Note: All plugin settings for the CrmService must have the Scope set to CrmService.

    

   Setting	Value	Scope
   DefaultPhoneNumberRegion	Iso 3166 alpha-2 code. Default ZZ.	CrmService
   PhoneNumberFormat	The format used when searching the CRM phone number fields when a call comes in. There are 5 options. Default setting is WildCard. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”. International: e.g. +1 206-555-1234. Based on the E.123 International format. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”. Wildcard: do a wildcard search. This option is the default value in case setting PhoneNumberFormat has not been configured. Pattern: Search on a predefined pattern. Important: change this setting if phone numbers are stored in any of the other formats to improve performance. See Phone Number Recognition in Integrations for more information.	CrmService
   OrgPersonBaseQuery	Query template to retrieve Organization and Person records from Afas, Default: Anywhere365_OrgPer? skip=0&take=20&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
   ContactsBaseQuery	Query template to retrieve contacts from Afas, Default: Anywhere365_Contacts? skip=0&take=20&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
   CasesBaseQuery	Query template to retrieve cases from Afas, Default: Anywhere365_Cases? skip=0&take=10&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
   CaseStatus	Mapping of a case (incident) status (statuscode) to a WebAgent case status. See Case Status mapping section below.	CrmService
   ContactUrlLinkTemplates	Each Afas record entity type has it’s own unique url. This setting contains a mapping between the Afas record entity type and the linked url template for contacts. The currently supported entity types are Organizations, Persons and ContactPersons. Default mapping: Organisatie:organisatie-beknopt-prs? BcId=[Contact];Persoon:persoon-beknopt-prs?BcId=[Contact];Persoon bij organisatie:contactpersoon-prs? CdId=[Contact]	CrmService
   CaseUrlLinkTemplates	Each Afas record entity type has it’s own unique url. This setting contains a mapping between the Afas record entity type and the linked url template for cases. The cases are linked to the dossier entity in Afas. There are a lot of dossier types. Each dossier type has it’s own unique url template. Default:10:service-melding?SbId=[SubjectId]	CrmService

 

The following mandatory Settings should be added to the default PluginSettings list items to enable the CRM Service:

Setting	Value	Scope
Token	The Afas security token to connect to the Afas Get Connector. The token has to be encrypted with the Anywhere365 password tool. Mandatory setting.	CrmService
ConnectorRestServiceBaseUrl	Url of the Afas Profit rest service. Mandatory setting.	CrmService
InSite	Url of Afas Insite, Afas Insite is a web application that can be used to open and display relevant Afas records to an agent during a call. Mandatory setting.	CrmService

 

 

Available Base Queries

Afas Profit data is obtained using rest API requests. See Afas documentation about REST service.

Queries are created using base filter queries and further completed using the attributes in the PluginAttributes list.

The following base queries are available:

• OrgPersonBaseQuery: Used to retrieve relevant contact info during a call. Retrieve Person and Organisation records from Afas Profit.

• BaseContactQuery: Used to retrieve relevant contact info during a call. Retrieve Contact Person records from Afas Profit. Current default: Anywhere365_Contacts?skip=0&take=20&filterfieldids=[SearchFields]&&filtervalues=[SearchValues]&operatortypes=[Operators]

• BaseCaseQuery: Used to retrieve relevant case info. Mapped to the Dossier entity in Afas Profit. Current default: Anywhere365_Cases?skip=0&take=10&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators]

The base queries can be divided in 6 parts. If we dissect the BaseContactQuery, we will see the folllowing settings:

1. Anywhere365_Contacts: The name of the used Afas Get connector to retrieve Contact Info.

2. skip=0: The number of records that will be skipped.

3. take=20: The number of records that will be retrieved.

4. Filterfieldids: The Afas fields that will be filtered on. These fields are configured in the Plugin Attributes List.

5. Filtervalues: The search values in the request. The most common search values are:

• Phone number: Phone number of the caller\callee during the phone call conversation. The Crm Service will do an equal or like query based on the configured phone number format.

• Sip uri: Sip Uri of the caller\callee during the phone call conversation. The sip uri is often compared with the email fields and is an equals search.

• Email: In case a search value is recognized as an email, the Crm Service will do an equals search on the email fields.

• Id: The Id field is mainly used to retrieve cases based on the id of a selected contact. The Crm Service will do an equals search on an Id field.

• Other search values like manually entered search values in the Ew. These are mostly used in like searches.

6. OperatorTypes: The operators used in the search request. For instance equals or like operators.

The same setup applies tot settings OrgPersonBaseQuery and BaseCaseQuery. Only the name of the connector (Anywhere365_Cases) is different.

The rest service url (setting ConnectorRestServiceBaseUrl) combined with the BaseContactQuery, OrgPersonBaseQuery or BaseCaseQuery setting is used to create a request to retrieve data from the Afas rest Services.

 

CaseStatus mapping

The table shows the default mapping of a case (dossier) status (as assigned in AfasProfit) to a WebAgent case status.

The status of a case record has to be mapped to the WebAgent case status because the WebAgent only supports the statuses Open, Closed and New. Currently only the Closed statuses are mapped for Afas Profit. Otherwise the status will be assumed to be Open (it would be a nice option to be able to use the original status instead of the mapped status in the future).

Value as in AfasProfit	Status in WebAgent
Goedgekeurd	Closed
Afgehandeld	Closed
Handmatig Afgehandeld	Closed
Vervallen	Closed

 

Predefined PluginAttributes

 

Account

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Id	BcCo	Account	0	false	Id	[Insite]/[ContactUrlLinkTemplates]
Name	Name	Account	1	true	Name
Phone Number	TelWork	Account	2	true	PhoneNumber,Search
Mobile	Mobiel_werk	Account	3	true	PhoneNumber,Search
Supported Types	Type	Account	4	false	Type
Address	AdressLine1	Account	5	true
Postal Code City	AdressLine3	Account	6	true
Country	AdressLine4	Account	7	true
Email	MailWork	Account	8	true	SipAddress,Search
Phone Number	Telefoonnr._prive	Account	9	true	PhoneNumber,Search
Mobile	Mobiel_prive	Account	10	true	PhoneNumber,Search
Email	E-mail_prive	Account	11	true	SipAddress,Search

The Account category is used to map Afas Profit Organization and Person records to contact info in the CRM Service.

Category Account is liked to the result from the request defined in plugin setting OrgPersonBaseQuery.

 

Contact

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Id	PerNumber	Contact	0	false	Id	[Insite]/[ContactUrlLinkTemplates]
Name	Name	Contact	1	true	Name
Organization Nr	OrgNumber	Contact	2	true
Phone Number	TelWork	Contact	3	false	PhoneNumber,Search
Mobile	MobWork	Contact	4	false	PhoneNumber,Search
Supported Types	Type	Contact	5	false	Type
Address	AddressLine1	Contact	6	false
Postal Code City	AddressLine3	Contact	7	false
Country	AddressLine4	Contact	8	false
Email	MailWork	Contact	9	true	SipAddress,Search
Phone Number Private	TelPrivate	Contact	10	false	PhoneNumber,Search
Mobile Private	MobPrivate	Contact	11	false	PhoneNumber,Search
Email Private	MailPrivate	Contact	12	true	SipAddress,Search

The Contact category is used to map Afas Profit Contact Person records to contact info in the Crm Service.

Category Contact is mapped to the result from the request defined in plugin setting OrgPersonBaseQuery.

 

Case

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Id	SubjectIdate	Case	0	false	Id	[Insite]/[CaseUrlLinkTemplates]
Subject	Subject	Case	1	true	Title
Description	Comment	Case	2	true	Description
Date	DateCreated	Case	3	true	Date
Status	Status	Case	4	true	Status
ContactId	Contact.OrgPersId	Case	4	false	Id
DossierType	TypeId	Case	4	false	Type

Case is mapped to Afas entity type Dossier. There are many dossier types, but they have the same basic fields in the Afas Service

 

AccountSearch

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Name	Name	AccountSearch	1	true	Name

Search on Organization and Person records in Afas. Default search is on name. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Account. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Account.

 

ContactSearch

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Name	Naam	ContactSearch	1	true	Name

Search on Contact Person records in Afas. Default search is on name and email. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Contaxt. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Contact.

 

CaseSearch

DisplayName	SystemName	Category	Order	ShowOnExtensionWindow	FieldType	HyperLink
Subject	Subject	CaseSearch	1	false	Name

Default search is currently only on subject.