UCCX 10 CRM Integration capabilities

[Eduardo Lau Alayo]

Hello,

Is there available any document about CRM integration possibilities for UCCX?

Considering since the most basic (share CLID from UCCX to CRM) up to most advanced features?

Cisco Unified CRM Connector is usable with UCCX? Or any specific solution to integrate Cisco with SAP CRM IC?

Thanks,

[Gergely Szabo]

Hi,

I am afraid the "CRM Connector" family has reached EoL - and they were UCCE/ICM-only anyway.

I am not aware of any generic document but Cisco might have, so you might want to talk to your local Cisco partner. I am afraid there's nothing out of the box, since the API of UCCX (UCCXAPI) is too basic so one might argue you can connect it to anything, provided you write a proxy for it.

You might take a look at the Cisco Marketplace, there is a fair number of products, some good, some even better.

G.

[lvo]

We recently went live with our system, UCCX 10.5. We are going to implement CTI next and would like to integrate it with both in-house and 3rd party CRM applications. I was told that such integration is possible with UCCX, that said so far I've found little information on how that can be done. Any pointers?

Thanks,
LV

[david.macias]

Personally and what we've done for some of our customers is advice that they "interface" to their CRM via http and DB requests. For example, call comes in you ask for their account number, you do a DB lookup and pull up their balance. Then when it's time to send them to an agent. You pop the agent's screen with http://yourcrm.com/id?accountnumber.

david