External CRM API overview

For a better integration with your systems Accolades provides a module (API CRM) for notifying a local application (running on the agent's computer) about an inbound or outbound call.

Using this API, the local CRM application can display automatically the additional info (probably from a local database) about the caller.

Workflow

The notification procedure is illustrated below.

1. Using the browser, the agent logs in to the Accolades server.
2. The CRM software will start, from the same computer, a connection with the VoIPIT server and will listen for events.
3. The VoIPIT server receives a call.
4. The call is sent to the VoIP device used by the agent.
5. The VoIPIT server notifies the browser about the call.
6. The VoIPIT server notifies the CRM software about the call, sending the caller phone number also.

To integrate a CRM app, your software must manage steps 2 and 6.

Limits

Because these services are provided from the cloud, API CRM module has several security restrictions implemented, to deliver a secure service.

• the server will provide notifications as long as the agent has the Accolades web interface opened (Menu / Call center / Agent). If the agent closes the web interface, then the API CRM connection will be closed by the server;
• API CRM connections can only be initiated from the same IP address as the one that the agent uses. If a connection is initiated from a different IP then an IP_MISSMATCH error will be triggered;
• only one API CRM connection per agent is possible. If a second connection is initiated, then an CONNECTION_EXISTS error will be triggered.