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Linking Sage CRM with CallSwitchOne screen pop.

SilverYellowBanana
Posted By

Hello,

Sorry if some of this is a bit disjointed. I've had it dropped on me!

I've been asked to get a screen pop working between Sage CRM and CallSwitchOne, so when a client calls in their detail pops up.

My director set it up in CSOne and the pop works fine but when the window opens the Sage Login box appears. When the user logs in they just get the normal Sage home/landing page.

He was using this URL svr-sage/.../eware.dll

My research so far suggests that the users SID needs to be passed as well.

So he amended it to this to test:- http://svr-sage/crm/eware.dll/Do?SID=171528635821040&Act=Search&Find=Phone&SearchText=%CALLERID_INTL%

But the SID changes every time...

Does anyone know how we could get this set up?

Just FYI the users all log onto their devices with local accounts, but all have their own account/email in M365. The CRM is on prem.

Thank you in advance!

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    Having your telephony system open an intermediary page rather than hitting eware.dll directly means you have a layer in between where you can grab the SID, build the full URL, and redirect. It also gives you a nice place to handle any edge cases.

    One thing to consider beyond the basic screen pop is what happens when the phone number matches more than one record, or no records at all. We have built something similar for 3CX and a number of other telephony platform integrations where the inbound call triggers a lookup and presents the user with matched persons or just companies before launching into CRM. It handles the multiple match scenario and gives the user a choice rather than just landing on the first result.

    There is a short demo of it here if it is useful as a reference for how the flow can work end to end:

    www.linkedin.com/.../urn:li:activity:7434631154953080832

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  • 0

    Having your telephony system open an intermediary page rather than hitting eware.dll directly means you have a layer in between where you can grab the SID, build the full URL, and redirect. It also gives you a nice place to handle any edge cases.

    One thing to consider beyond the basic screen pop is what happens when the phone number matches more than one record, or no records at all. We have built something similar for 3CX and a number of other telephony platform integrations where the inbound call triggers a lookup and presents the user with matched persons or just companies before launching into CRM. It handles the multiple match scenario and gives the user a choice rather than just landing on the first result.

    There is a short demo of it here if it is useful as a reference for how the flow can work end to end:

    www.linkedin.com/.../urn:li:activity:7434631154953080832

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