Generic Integration

Connect Me integration with any CRM on Windows to pop up the calling contact details

Connect Me enables users to launch any Windows command or Powershell script when they receive an incoming call. By this way, users can quickly display on their screen all the information defined in their CRM related to an incoming call.

When a user receives an incoming call with Connect Me, he has the possibility (for around 30 seconds) to click on a Windows notification appearing automatically on his screen, in order to launch any Windows command. This command can typically be "launchCRM.bat caller_phone_number" to start-up the CRM and display the contact page related to a specific phone number. The command is configurable in the Fusion Call Control. See Call control customization for further details.

By using the same method with a web based CRM, Connect Me can open any URL in the user's preferred browser, when the user clicks on an incoming call notification.

This integration is available for following CRM's on project basis: Dynamics 365, Dynamics NAV, Efficy, Odoo, Pipedrive, Salesforce, Teamleader, Whise

Please contact Destiny for more detailed information.

Integration with third-party WebRTC softphones

The users of third-party WebRTC softphones (eg from Odoo) can place and receive phone calls over Internet via the Destiny Pure Cloud infrastructure (UEP & WebRTC gateway). See Integration with third-party WebRTC softphones.

Specific Integration

Dynamics 365 & Dynamics NAV

Connect Me integration to pop up the calling contact details

When a user receives an incoming call with Connect Me, he has the possibility (for around 30 seconds) to click on a Windows notification appearing automatically on his screen, in order to launch any Windows command. This command can typically be "launchCRM.bat caller_phone_number" to start-up the CRM and display the contact page related to a specific phone number. The command is configurable in the Fusion Call Control. See Call control customization for further details.

Hereafter some examples of commands to launch MS Dynamics (or Navision) on a specific page:

Microsoft.Dynamics.Nav.Client.exe "DynamicsNAV://<Server/ServerInstance>/Company/RunPage?Page=21"

Microsoft.Dynamics.Nav.Client.exe "DynamicsNAV////runpage?page=<page id>&$filter='<field>'%20IS%20'<caller_number_value>'"

How this is look like ?

Teamleader for Connect Me

Thanks to this integration, contacts of Teamleader are synchronized with Connect Me and files from Teamleader are integrated in Connect Me for Windows.

See External Service Description.

Salesforce

Connect Me integration

Thanks to the integration of Connect Me with Salesforce you are able to:

• Click-to-Call from your Salesforce web app.
• Open a pop-up window in Salesforce when a call is coming in.

These features are made available through the JavaScript Web API of Connect Me, which is based on the Window.postMessage() method.

The postMessage method enables to safely exchange JS message objects between multiple java scripts. These messages have following properties:

• “event” if the message is sent by Connect Me to the outside world;
• “action” if the message is sent from a third-party Window to Connect Me.

Prerequisite: the Open CTI API must be available in the Salesforce CRM environment of the customer. This API is available with:

• Salesforce Classic and Lightning Experience
• Professional, Enterprise, Performance, Unlimited, and Developer Editions

Refer to the Salesforce Open CTI Developer Guide for more details.

This integration is available on project basis: please contact Destiny for more detailed information.

Efficy

Thanks to the integration of Fusion with Efficy you have a direct access to your contact information that is in your Efficy CRM if a customer calls you. You are able to identify your caller but also display automatically other information related to that caller and that are in your CRM such as the linked cases or actions. With Fusion Efficy integration you can dial on any number in the Efficy interface with a simple click on it

This feature is available on project basis, please contact Destiny for more detailed information. A service description document of the integration of Efficy is available on request.

Reference	Name
F2134	Efficy CRM integration

Odoo

Integration with third-party WebRTC softphones

The method described below has been validated with WebRTC SOP 4.1.0 (part of Pure Cloud A-La-Carte 3.6) and following components of Odoo:

• VOIP 11.0.2.0
• CRM 11.0.1.0

As Destiny Pure Cloud administrator:

The procedure to create a static WebRTC account for a third-party softphone is below:

• Connect on the WebRTC SOP and run:

    apt-get install escaux-webrtc-api=2.3.0
    webrtc_api createPeer ID00000xxx

• The output of this command contains the credentials to be configured in the WebRTC softphone:

    {
       "authorizationUser" : "07e834ba-b082-4329-9eba-844fb9d969c2",
       "extension" : "ID00000XXX",
       "password" : "V3OBjMVJstJSNa3t3kyHJaMH9bQ",
       "wsServers" : "wss://example-webrtc.escaux.ga/ws/",
       "uuid" : "07e834ba-b082-4329-9eba-844fb9d969c2"
    }

As Odoo administrator:

In the third-party WebRTC softphone (from Odoo in this example), enter the credentials provided above:

   * Under "General Settings->Asterisk (VoIP)->PBX Server IP", enter the hostname available in wsServers (without wss:// and /ws): eg 'example-webrtc.escaux.ga'
   * Under "General Settings->Asterisk (VoIP)->WebSocket", enter the value of wsServers: eg 'wss://example-webrtc.escaux.ga/ws/'
   * Under "User Preferences->SIP Login/Browser's Extension", enter the value of authorizationUser: eg '07e834ba-b082-4329-9eba-844fb9d969c2'
   * Under "User Preferences->SIP Password", enter the password: eg 'V3OBjMVJstJSNa3t3kyHJaMH9bQ'

WHISE Real Estate Software

Upon an incoming call, a popup notification can be generated by the WHISE application, giving the name of the caller and a direct access to the data of the caller. For example:

• the general data of the contact (address, phone number, e-mail, …);
• the history;
• the search criteria of the caller.

The popup notification can be displayed, either when an agent is answering the call, or when the (single) reception phone of the agency is starting to ring.

To trigger this popup notification, Destiny Pure Cloud A-La-Carte must be customized to call the WHISE notification web service with following syntax:

   https://notifications.whise.eu:11050/call/incoming?OfficeID=$OFFICE_ID$&number=$LOCAL_EXTENSION_NUMBER$&from=$CONTACT_PHONE_NUMBER$

   Example: https://notifications.whise.eu:11050/call/incoming?OfficeID=3529&number=2001&from=026860900

The end user must contact the Whise Technical Support to activate this notification web service.

The WHISE client application must be configured as follows:

• The unique $OFFICE_ID$ (eg 3529), provided by Whise, must be configured under "General - Offices";
• The $LOCAL_EXTENSION_NUMBER$ (eg 2001) of the end user, provided by Destiny, must be configured under "General - Telephony - Key";
• The $CONTACT_PHONE_NUMBER$ (eg 026860900) must be encoded for every contact in the CRM.