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changes.mady.by.user user-45924

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changes.mady.by.user jtel Support

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Sv translation
languageen

Using the API in the jtel system involves using the getCallerInformation object in a routing application.

A sample routing application is shown here:

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getCallerInformation

This object performs calls the REST API getCallerInformation in the SalesForce instance. 

The following parameters are provided:

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ParameterExample ValueDescription
Service Number$servicenumberThe service number which was called in the jtel system. This parameter will only be required, if the REST service makes use of the service number in the query.
Service Name$servicename2The 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$callerThe caller number (caller ID). This parameter will almost always be required. $caller contains the caller number in fully qualified format.

Note: all fields returned from the sales force query, will be available in the GUI 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

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ParameterExample ValueDescription
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$SalesForce.IdThis value will be used in the statistics of the ACD (in particular, this will be saved in the table StatisticsPartA). Also, this value is used to call the screen pop routine in SalesForce from the Micro Client.
User Data 2 Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database.
User Data 3 Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database.
CRM-URL$SalesForce.InstanceURL/$SalesForce.IdThis 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. 

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Sv translation
languagede

Using the API in the jtel system involves using the getCallerInformation object in a routing application.

A sample routing application is shown here:

Image Added

getCallerInformation

This object performs calls the REST API getCallerInformation in the SalesForce instance. 

The following parameters are provided:

Image Added

ParameterExample ValueDescription
Service Number$servicenumberThe service number which was called in the jtel system. This parameter will only be required, if the REST service makes use of the service number in the query.
Service Name$servicename2The 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$callerThe caller number (caller ID). This parameter will almost always be required. $caller contains the caller number in fully qualified format.

Note: all fields returned from the sales force query, will be available in the GUI 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

Image Added

ParameterExample ValueDescription
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$SalesForce.IdThis value will be used in the statistics of the ACD (in particular, this will be saved in the table StatisticsPartA). Also, this value is used to call the screen pop routine in SalesForce from the Micro Client.
User Data 2
Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database.
User Data 3
Optionally additional values can be saved here. These values are saved in the StatisticsPartA table in the jtel database.
CRM-URL$SalesForce.InstanceURL/$SalesForce.IdThis 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. 

Image Added