Additional configuration CRM Service for Salesforce

Below the optional configuration you can do to the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for Salesforce.

PluginSettings

1. Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint

2. Open the Plugin Settings list

3. The following optional settings can be added:

Setting	Value	Scope
ShowStatus	Show what kind of contact is calling. Can be a Contact, Lead or Unknown. Default True.	CrmService
DefaultPhoneNumberRegion	Iso 3166 alpha-2 code. Default ZZ.	CrmService
PhoneNumberFormat	The format used in your database when searching the CRM when a call comes in. There are four values: E164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard): e.g. +12065551234 Based on the E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) International Phone Numbering format. Learn More - ITU (E.164). International: e.g. +1 (206) 555-1234. Based on the E.123 The E.123 format is an international (ITU) standard for notation of international telephone numbers, email addresses and web addresses. Loosely formulated, "+ ", digits, non alphanumeric characters (like brackets, hyphens) and spaces are allowed For example: +44 (333) 221-100 International Notation format. Learn More - ITU (E.123) Rfc3966 The rfc3966 format defines an international (IETF) standard for dialing (and storing) a telephone number as a URI. Loosely formulated, start the URI with "tel:" followed by an E.164 or E.123 formatted phone number. For example: tel:+44333221100: e.g. tel:+12065551234. Based on the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Uri format "tel:+". Learn More - RFC3966. Wildcard: do a wildcard search. Default. Important: Wildcard search can become very slow so change this setting if phone numbers are stored in any of the other three formats to improve search performance. See Phone Number Recognition in Integrations for more information.	CrmService
BaseContactQuery	Contact query format has place holders to fields and filter conditions. Copy Query query/?q=SELECT {0} from Contact WHERE {1} LIMIT 100 Warning: LIMIT is mandatory	CrmService
BaseLeadQuery	Lead query format has place holders to fields and filter conditions. Copy Query query/?q=SELECT {0} from Lead WHERE {1} LIMIT 100 Warning: LIMIT is mandatory Contacts have precedence over leads. A total of 'LIMIT' is returned. If there are less contacts, then leads are included until 'LIMIT' has been reached. Only contacts can have cases and the following two settings must be present:	CrmService
BaseCaseQuery	Case query format has place holders to fields and filter conditions. Copy Query query/?q=SELECT {0} FROM Case WHERE {1} LIMIT 100 Warning: LIMIT is mandatory.	CrmService
ContactCaseFilter	Case and Contact has a relationship. Attribute and value must be a valid SystemName. Copy Filter ContactId = '{0}'	CrmService
ContactConversationFilter	Value for the convention. Value must be a valid SystemName.	CrmService
CaseStatus	Case and Contact has a relationship. Value must be a valid SystemName. Copy Mapping New=Open Working=Open Escalated=Open Closed=Closed Case status right side values are coming from the Salesforce environment. It should map with UCC values.	CrmService
TokenRenewDelay	Token renew interval. this should be a number. Default is 2	CrmService
UseDefaultPluginAttributes	Setting to overrule the default plugin attributes settings. If this setting does not exist or the value is set to True then the default plugin attributes settings are used. If you want to overrule the default PluginAttributes settings just add this setting and set the value to False. All PluginAttributes will have to be added manually if set to False.	CrmService

For the mandatory Settings see Configure PluginSettings

PluginAttributes

This list contains the items which are shown to the user in the WebAgent 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 WebAgent.
SystemName	Must be the Salesforce attribute. If it is part of a linked entity then the alias must precede the attribute.
ShowOnExtensionWindow	Indicate that the property is visible in the WebAgent. 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. The order in which the property is to be shown.
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.

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.

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

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.

Predefined PluginAttributes

Account

Case

Contact

Lead

LeadSearch

A copy of Lead, however Name has also received the Search field type.