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CRM integrations

Name the adapter. Date the version. A blank screen with live voice is a different channel.

The adapter family

The technical requirements list Plus adapters for Agent Desktop Toolkit, Epic, Microsoft Dynamics 365, NetSuite, Oracle, Salesforce, ServiceNow, and Zendesk. They use HTTPS and Sec

Salesforce versions move

The technical requirements fetched for this lab say the Salesforce managed package is 2.46, SAML 2.0 is supported, and Lightning CTI is supported on Sales Cloud and Service Cloud f

ServiceNow releases are named

The same PDF says the ServiceNow Plus adapter supports the Service Operations and Configurable workspaces, and names the Australia, Zurich, and Yokohama releases. Those names are a

The rest of the named CRMs

Dynamics 365, Zendesk, Oracle, NetSuite, and Epic are in the same Plus adapter list as Salesforce and ServiceNow. The PDF does not give this lab a package number for each of them.

SDK and connectors when there is no adapter

The API product page lists a CRM SDK and web connectors beside the CTI, configuration, reporting, and statistics web services, plus Web2Campaign. The desktop page says bring your o

Screen pop down, voice up

This is the signature adapter incident. The caller is heard. The record is not on screen. Causes you can cite: WSS blocked, TLS 1.1, the wrong CRM chapter, an unassigned campaign p

Salesforce modules inside the IVR

The IVR modules chapter includes a Salesforce module and an SFDC Einstein module, plus Contact Update and Lookup Contact Record. Those run in the script, before an agent exists. Th

Sources and go deeper