Using the API in the jtel system involves using the getCallerInformation object in a routing application.
A sample routing application is shown here:
getCallerInformation
This object performs calls the REST API getCallerInformation in the SalesForce instance.
The following parameters are provided:
| Parameter | From Release | Example Value | Description |
|---|---|---|---|
| Service Number | $servicenumber | The service number which was called in the jtel system. This parameter will only be required, if the REST service makes use of the service number in the query. | |
| Service Name | $servicename2 | The service name which was called in the jtel system. This parameter will only be required, if the REST service makes use of the service name in the query. | |
| Caller Number | $caller | The caller number (caller ID). This parameter will almost always be required. $caller contains the caller number in fully qualified format. | |
| Function | 3.25 / 2021-07-20 UPWARDS | searchForTicket | The function to execute. This parameter can be used to differentiate the required action and could be used for many business cases. For example, to search for a ticket. Or event to update SalesForce and create an object. |
| UserData | 3.25 / 2021-07-20 UPWARDS | $myTicketNumber | A user definable parameter which can contain any information. |
| UserData2 | 3.25 / 2021-07-20 UPWARDS | myUserData2 | A user definable parameter which can contain any information. |
| UserData3 | 3.25 / 2021-07-20 UPWARDS | myUserData3 | A user definable parameter which can contain any information. |
Note: all fields returned from the sales force query, will be available in the GUI as variables in the form: $SalesForce.<FIELD_NAME>
Save additional information and user data
This object is used, to save the data from the query. The most important steps are:
- Save the ID of the sales force record to User Data
- (Optionally) save the URL to access the record to the CRM URL
| Parameter | Example Value | Description |
|---|---|---|
| Additional Info | This value will be shown as "Additional Info" in the jtel client. Any fields returned from SalesForce could be used here. | |
| User Data | $SalesForce.Id | This value will be used in the statistics of the ACD (in particular, this will be saved in the table StatisticsPartA). Also, this value is used to call the screen pop routine in SalesForce from the Micro Client. |
| User Data 2 | Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database. | |
| User Data 3 | Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database. | |
| CRM-URL | $SalesForce.InstanceURL/$SalesForce.Id | This URL is provided in the mini client and full client, to access the SalesForce record. If enabled, the Micro Client will automatically popup the record in the active SalesForce window. |
Results
The following shows the results in an incoming call in the jtel system. The CRM Link contains a link to the SalesForce record, and User Data contains the SalesForce Id.
