Additional configuration CRM Service for CSV

Note Additional CRM connector license required.

Introduction

Below the optional configuration you can do to the CRM Service for CSV.

 

PluginAttributes

This list contains the items which are shown to the user in the Web Agent and ID’s used to identity unique entities. All items are grouped by the Category.

Note: Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the Web Agent.

SystemName

Must be the csv column name. If it is part of a linked entity then the alias must precede the attribute.

ShowOnExtensionWindow

Indicate that the property is visible in the Web Agent. The main reasons to set this to 'No' and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it's an ID.

Order

The order in which the property is to be shown.

Important: counting must restart for each Category.

FieldType

Zero or more field types, these are covered per Category later on.

Hyperlink

Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName 'Example', then the URL becomes: http://www.example.com/?queryString=[Example]

OpenAutomatically

Ignored by the CrmService.

Category

The Category that determines for which search query it has to be used. Supported are Contact, ContactSearch, Lead, LeadSearch, Case, CaseSearch

Scope

Used to differentiate which Anywhere365 product uses these plugin attributes. Set this to CrmService

ShowOnToast

Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note: ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

 

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type

Description

Id

This field type in combination with a value in the Hyperlink column, will be shown as CRM link.

Name

The name of the contact which will be shown as the contact’s title.

PhoneNumber

Column may contain a phone number.

SipAddress

Column may contain a SIP-address.

Email

Column may contain an e-mail address.

Date

Column contains a date (and time).

Search

Unused by the plugin

 

ContactSearch

This is currently not supported by the Csv Crm Service. Normally this category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

 

Lead and LeadSearch

See Contact with regards to Lead and ContactSearch for LeadSearch.

 

Account

Unused by this plugin

 

Case

Note: Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName

Description

Title

Multiple items can have this DisplayName. Must have the Name field type.

Description

Only a single item is allowed to have this DisplayName.

Date

Must have the Date field type to be used.

Status

The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

 

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

 

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

    Directory

    Directory where to find the csv files

    CrmService

    ContactFilter

    Name of the csv file that contains the contact data

    CrmService

    CaseFilter

    Name of the csv file that contains the case data

    CrmService

    MaxRecords

    Maximum amount of found contacts / cases to return, default is 10

    CrmService

    Delimiter

    Used to separate values in the csv, so you know where one begins and one ends. Normally a , or ;

    CrmService

    CommentDenoter

    Character identifying this text after this character is a comment

    CrmService

    DefaultPhoneNumberRegion

    Iso 3166 alpha-2 code. Default ZZ.

    CrmService

    StripPhonePrefix

    hether or not the sip: or tel: should be stripped off the incoming phone number, the default value is false

    CrmService

    CaseStatus

    Mapping of a case (incident) status (statuscode) to a WebAgent status. Default:New=OpenWorking=OpenEscalated=OpenClosed=ClosedLeft side is the formatted value as configured in ServiceNow, the right side is either New, Open or Closed. Important: this assumes that statuscode (and not statecode) is configured in PluginAttributes as the case's status.

    CrmService

    UseDefaultPluginAttributes

    If set to false and if there are plugin settings defined in sharepoint the default plugin settings will not be loaded

    CrmService

 

Csv data is obtained by checking the directory specified in the pluginsettings. There it expects to find two csv files, one for contacts and one for the cases. The names of these files are also set in the pluginsettings as ContactFilter and CaseFilter.

The column names should be specified under PluginAttributes. Each pluginattribute that falls under the Category of Contact or Case is checked to see if it is a match for a column in the contacts or cases csv.

Make sure to choose the right delimiter, this is the value that separates the fields in a csv, this is normally a comma or ;, the default plugin setting uses a comma.

The csv files are stored in memory to increase the speed at which the records can be searched. A filewatcher is set on the csv directory, so any changes to the csv, be it setting a new file or altering an existing file will be noticed by the filewatcher and once this occurs the csv files will be parsed again, changing anything that might have happened in the two files.

 

Predefined PluginAttributes

Note: These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note: The base query in the PluginSettings list must also be modified when adding attributes of another entity.

Account

None

 

Case

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Id

Id

1

No

 

 

No

Case

Phonenumber

Phonenumber

2

Yes

Id, Phonenumber

 

No

Case

Title

Title

3

Yes

Name

 

No

Case

Description

Description

4

Yes

Name

 

Yes

Case

Date

CaseDate

5

Yes

Name

 

Yes

Case

Status

Status

6

Yes

Name

 

Yes

Case

 

CaseSearch

None

 

Contact

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Id

Id

1

No

 

 

No

Contact

Phonenumber

Phonenumber

2

Yes

Id, Phonenumber

 

No

Contact

Mobile

Mobile

3

Yes

Phonenumber

 

No

Contact

Name

Firstname

4

Yes

Name

 

Yes

Contact

Name

LastName

5

Yes

Name

 

Yes

Contact

Employer

Employer

6

Yes

Name

 

Yes

Contact

 

ContactSearch

None

 

Lead

None

 

LeadSearch

None

 

Csv Setup

Although how the csv is used is described in plugin settings and plugin attributes this chapter will give another overview of the important settings, as well as what to pay attention to on how the Csv is used.

The Plugin Settings Directory, ContactFilter and CaseFilter describe the location of the directory that the Csv is in and what the names are of the contacts and cases Csv files. The files are expected to end on their file extension, so case.csv for instance.

The plugin attributes describe which headers of the Csv should be checked, the systemname being the name of the Csv header, so if you have a header Name, the system name of said plugin attribute should be Name.

The plugin attribute with the lowest order number will be used as the basis for the hashing of the csv records. As such the values in this column need to be unique. If a duplicate value is found, it will overwrite the original. As such it is advised to make the lowest order number column a numeric index. If you are not expecting duplicates this will be unneeded.

The id fieldtype in plugin attributes is used to make the link between contacts and cases, so the value in the contact and case csv will need to be identical. For instance, if you make a column containing phonenumbers the id in the contacts csv, then that phonenumber will also need to be with fieldtype id in the cases csv in order to find the case.

When a call enters, plugin attributes specified with fieldtype PhoneNumber will be checked against the incoming phonenumber. This will include the tel: or sip:. If your csv has the phonenumbers without this prefix, set the setting StripPhonePrefix to true.