Additional configuration CRM Service for SQL Server

Note Additional CRM connector license required.

Introduction

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

 

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.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the Web Agent.

SystemName

Must be the Sql database column name.

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 for this item.

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

Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

 

ContactSearch

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

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note Do not include the account alias in the SystemName column.

Note Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

 

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. You can add the following optional settings:

    Setting

    Value

    Scope

    ShowStatus

    Show what kind of contact is calling. Can be a Contact, Lead or Unknown. Default True.

    CrmService

    PhoneNumberFormat

    The format used when searching the CRM when a call comes in. There are four values:

    1. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”.

    2. International: e.g. +1 206-555-1234. Based on the E.123 International format.

    3. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”.

    4. Wildcard: do a wildcard search. Default.

    Important: change this setting if phone numbers are stored in any of the other formats to improve performance.

    CrmService

    CaseStatus

    Mapping of a case (incident) status (statuscode) to a WebAgent status. Default:

    Active=Open

    Resolved=Closed

    Canceled=Closed

    In Progress=Open

    On Hold=Open

    Waiting for Details=Open

    Researching=Open

    Problem Solved=Closed

    Left side is the formatted value as configured in Dynamics, see also "MS CRM Dynamics Entity StateCodes and StatusCodes", the right side is either New, Open or Closed.

    Note This assumes that statuscode (and not statecode) is configured in PluginAttributes as the case’s status.

    CrmService

    BaseLeadsQuery

    Optional query used for the retrieval of leads: (No default)

    Select Top (100) {0} From Contact Where {1}

    CrmService

    BaseCaseQuery

    The query used for the retrieval of cases: No default)

    Select Top (100) {0} From Cases Where {1}

    CrmService

    ContactCaseFilter

    Optional where statement for when retrieving cases: (No default)

    Name like {0}

    CrmService