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How it works

Image Removed   SugarCRM integration is used to automatically open a SugarCRM call for every call according

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📋 What’s about

SugarCRM integration automatically opens a SugarCRM call for every call according to the conditions (Queue, Call status or Outbound) set in the trigger.

The SugarCRM call will

The SugarCRM call will be populated with information about the call and displayed for the agent in

the SugarCRM environment.The following are list of things you have to do to

the SugarCRM environment.

Info

Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's phone_home

  • user_name

(blue star) Requirements

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To make the integration work:

Create SugarCRM account

  • Create SugarCRM account

  • Create a configuration for the account

  • Create a trigger (Tools → Triggers), set the conditions you want to trigger the integration and add integrations action (for info see V3 Voice Triggers)

 by selecting SugarCRM integration, the SugarCRM account

  •  by selecting SugarCRM integration, the SugarCRM account you have configured and the configuration you want to use. 

  • Login agent

in SugarCRM and

  • in SugarCRM and Motion

Every time there is an outgoing/incoming call, the trigger conditions are checked and

a SugarCRM call is

a SugarCRM call is created and assigned to the agent managing the call if the conditions are met.

Note

When an agent manages a call, the agent will first be searched in SugarCRM by Full Name and then assigned to the task only if the agent account is found.

Otherwise,

the

the call will be assigned to the SugarCRM administrator account used in Motion-SugarCRM integration.

Info

This integration works also with Suite CRM!

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Info

Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's phone_home
    • user_name

    If all the configurations are properly configured, the

    sugarCRM call

    SugarCRM call will be opened as shown below.

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    Note

    Please check the version of your SugarCRM instance. Our SugarCRM integration is working correctly and it’s tested with SugarCRM version greater then 6.5.xhttp://support.sugarcrm.com/Documentation/Sugar_Developer/Sugar_Developer_Guide_7.6/API/Web_Services/API_Versioning/

    ⚙️ Important configuration Hints

    In order to

    To create and assign tasks to agents properly, you have to make sure:

    Agent

    • The agent Username in the SugarCRM profile is

    exactly

    • the same as

     Agent

    •  the Agent Username in Motion,

    like

    • as shown in the images below

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    • the Agent is

    logged in

    • logged in XCALLY Motion Phonebar, XCALLY Motion web interface and SugarCRM web interface

    the Agent 

    • The agent enables the browser pop-ups

    , The SugarCRM Accounts

    • when he/she receives the first call

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    💡 The SugarCRM Accounts Section

    The SugarCRM Accounts Section is under the Integrations Menu:

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    Create

    a SugarCRM Account

    a SugarCRM Account

    To create a new SugarCRM Account click on 

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    (blue star)

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    Enter the following details and click on Add SugarCRM Account

    • Name: name for the integration

    • Username: same as a SugarCRM Administrator Account

    • URI: your SugarCRM URL

    • Password: same password as a SugarCRM Administrator Account

    • Motion or Proxy IP Address: written in <protocol>://<ipaddress>[:<port>] form. It is required to use the Recording URL in the sugarCRM call Configuration.   Example: https://X.Y.Z.W   

    • Description (optional)     

    After the Account is created, you can view it in the list of accounts, edit the account parameters and remove the account. You can verify if the account credentials are correct by clicking on Test SugarCRM Account.

    Edit

    a SugarCRM Account

    a SugarCRM Account

    Find the account from the accounts list and Click on Edit SugarCRM Account.

      

      

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    You will see two tabs: Account and Configurations.

     In

     In the Accounts tab, you can modify the account parameters and in the Configurations tab, you can create, update or delete SugarCRM configurations. 

    Create a

    SugarCRM ConfigurationA SugarCRM configuration

    SugarCRM Configuration

    A SugarCRM configuration is used to design the content of

    the SugarCRM call

    the SugarCRM call (Subject, Description and Fields)

    that is

    created and displayed for the agent managing calls. You can create multiple configurations for a

    single SugarCRM Account

    single SugarCRM Account and use them in different triggers. In this way, you will be able to use different call layout for outbound and inbound calls.

    To create a new configuration, edit

    the SugarCRM account

    the SugarCRM account, go under the configurations tab and click on Image Modified

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    The configuration will be created with default Subject and Description settings that you can simply use without any modification.

    You can also edit the configuration

    and customize

    and customize the Subject, Description and Fields of

    the SugarCRM call

    the SugarCRM call according to your needs.

    Note

    The default Subject and Description settings depends on the type of configuration. For example, the default subject configuration for Queue Type is [XCALLY Ticket] Queue calleridnum while for Outbound Type it's [XCALLY Ticket] Outbound Call destcalleridnum.

    Note

    Configuration changes are automatically applied, without any service restart.

    Info

    You can use Motion Standard Variables or Custom Variables in the configuration.

    Subjects

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    By default, you will find the following three fields already configured

    • the String [XCALLY Ticket]

    • the Queue Variable

    the Caller

    • The caller number Variable

    You can add more than one field in the Subject and all fields will be joined by the blank space.

    Use Image Modifiedbutton to add a new fields. New fields are added at the end of the field list.

    You can insert 3 different type of fields:

    1. String: static string e.g. [XCALLY Ticket]

    2. Variable: Motion System Variable e.g. queue or calleridnum

    3. Custom Variable: dynamic variable created under Tools

    > Variables

    1. > Variables

    Descriptions

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    You can add more than one

    fields

    field in the Description. All fields will be joined by a new line.

    Use Image Modifiedbutton to add a new

    fields

    field. New fields will be added at the end of the field list.

    You can insert two different

    type

    types of fields:

    1. String: static string e.g. *** Call Info ***

    2. Key Value: name-value item in the form name: value

    where the first field is a static string (e.g. Caller Number) and the second field could be filled with the following:

    • String: static string

    • Variable: System

    Variable

    • Variables like Caller Number

    • Custom Variable: dynamic variable created under  Tools > Variables

    Note

    The colon character in the Key Value type is automatically added by the system

    Fields

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    You can add more than one field.

    In the drop-down list you can find the complete list of fields available in your SugarCRM account: Standard

     and 

     and Custom Ticket

     fieldsImage Removed

     fields.

    Choose the field from the list (Standard or Custom):

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    and define

    the 

    the Type:

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    • String: static string (you must insert it)

    • Variable: a System Variable (choose it from the list: e.g. Queue, uniqueid, calleridnum, etc.)

    • Custom Variable: one of the dynamic variables (created under Tools > Variables)

    • Picklist: choose among the list of the integrated Application Fields. You can only select one of the predefined values available for that field (if any).

    Create a Trigger 

    It is mandatory to create a trigger to make

    the SugarCRM integration

    the SugarCRM integration work. Go to Tools -> Triggers Section and click on New Trigger.

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    Enter the trigger Name, select Voice Channel and click on Add Trigger. 

    Edit the trigger to define the trigger's Conditions and Actions.

    Note

    Do not forget to set the trigger's status ON.

    Add Trigger Conditions

    You can use properties like Queue, Call status or outbound to define the conditions you want to trigger

    the SugarCRM integration

    the SugarCRM integration. The conditions show in the following figure means that the integration will be active for Calls in Sales Queue and when the call is answered.

     For

     For more information on trigger conditions, take a look at Voice Trigger Conditions.

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    Add Trigger Action

    To execute

    the SugarCRM integration

    the SugarCRM integration when the conditions are met, click on Add Action and select Integrations

    and SugarCRM

    and SugarCRM. You can then select one of the the 

    SugarCRM account

    SugarCRM account you have created and the configuration you want to use.

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