jeradmedina

Screen Pops In Salesforce

Discussion created by jeradmedina on Dec 13, 2012
Latest reply on Dec 13, 2012 by Srinivasan Kilambi

We are currently deploying a hosted version of Saleforce.com's CRM. I already capture the customers caller ID in my UCCX scripts. I am looking to use that to access the client record in SF. Seems simple enough but I am having a hard time finding a solution.I have read all over the communities about CTI connectors and have even asked the question to Calabrio (CAD designer) and SF themselves. I am getting conflicting stories. Calabrio says a CTI connector is not needed and this can be done via a Cisco Work Flow. SF says a CTI connector is necessary. Problem is all off the major ones come with an embedded softphone. I am not totally against it but we recently invested in softphones for are call centers. So, if I can just get access to the SF cleint record from the caller ID I already capture. That would save a lot of headaches.

 

If anyone has acomplished this via a UCCX script or work flow I would greatly appreciate a nudge in the right direction. We are on both CM and UCCX version 8.5.

 

Thanks,

 

Jerad

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