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Additional configuration CRM Service for SQL Server

Note: A CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. connector license specific to each data source is 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 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.

 

The PluginAttributes list contains the following columns:

Column

Meaning

DisplayName

Name of the property shown in the WebAgent.

SystemName

Must be the Sql database column name.

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.

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 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.-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 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). An 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. 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

    UseDefaultPluginAttributes

    Setting to overrule the default plugin attributes settings. If this setting does not exist nor the value is set to 'False' then it will uses the default plugin attributes settings.

    Important: if you want to overrule the default pluginattributes settings just add this setting and sets the value to 'False'

    CrmService

    DbType

    Setting to indicates what kind of database it is. For example: If the value is "oledb" it indicates it is a OLEDB database and uses another provider to query the database. Important: If this setting not exists or the value is empty it will use the default provider to query the SQL database. see the data provider chapter for more details on what to use

    CrmService

 

Data Providers

SQL Server is the default protocol protocol to communicate with SQL Server. It is lightweight and performs well because it is optimized to access a SQL Server directly without adding an OLE DB layer. Data provider information:

OLE DB uses native OLE DB through COM interop to enable data access. The data provider for OLE DB supports both local and distributed transactions. For distributed transactions, the data provider for OLE DB, by default, automatically enlists in a transaction and obtains transaction details from Windows Component Services. Data provider information:

 

SQL Server

Recommended for middle-tier applications that use Microsoft SQL Server.

Recommended for single-tier applications that use Microsoft Database Engine (MSDE) or SQL Server.

Recommended over use of the OLE DB provider for SQL Server (SQLOLEDB) with the data provider for OLE DB.

Connectionstring: Server=myServerAddress;Database=myDataBase;User Id=myUsername;Password=myPassword; ConnectingString examples:

 

OLE DB

For SQL Server, the data provider for SQL Server is recommended instead of this provider.

Recommended for single-tier applications that use Microsoft Access databases. Use of an Access database for a middle-tier application is not recommended.

ConnectionString: Provider=MSOLEDBSQL;Server=myServerAddress;Database=myDataBase;UID=myUsername;PWD=myPassword; ConnectingString examples: