We are planning to develop a CTI integration between sugar CRM and purecloud. We are looking for the below functionalities to implement
Screen pop: Search for a record using the call attributes passed by purecloud when a user accepts an inbound call and open a screen pop with the matching contact/account in sugar CRM
Click to dial: Initiate an outbound call to a number via pureclound when the user click on a phone number in sugar CRM
Q1. May I know is there anybody has done pure cloud integration with the Sugar CRM?
Q2. Is there a ready made connector available in the market which integrates purecloud with Sugar CRM?
Q3. What are the Purecloud APIs to use if we have to develop the solution? What skill set the developers required for the same?
A developer will need to be able to understand and consume REST services as well as implement an OAuth authorization flow to use the PureCloud API. If you use a bridge server integration, you'll need a Windows server to host it, but the integration can be written in any language that can implement the necessary REST contracts.
Of note - the WebRTC softphone is not yet supportable by 3rd-party CTI integrations... unless the user is also logged into the PureCloud web app and enables the external dialing feature.
Thank you very much Tim & Smith for your valuable inputs. It really helped me to understand the basics. Kindly help to answer the below queries as well
What is meant by bridge server integration. If our CRM system is capable of calling the REST services, do we still require the bridge server? Kindly share any URL which helps us to understand it
Also I am trying to understand how does the purecloud system knows the response should be sent to the particular CRM user who initiated the request, there can be many CRM users logged into different machines. Is there anything the user needs to be installed on the local machines to achieve the same?
Basically we are trying to make the CRM application as a client of purecloud such as the users will be able to login to purecloud from their CRM application. Something like we will define the user's purecloud credentilas in CRM and clicking the 'loginto CTI' button in CRM allows him/her to login to purecloud environment. After this user will be able to subscribe all the events happening to this purecloud user from the CRM application.
Is there any additional license rqeuied to use the purecloud API services?
Storing user's credentials is a good way to get your integration blocked. This is a huge security risk. Please do not do this. Please see the documentation linked above about authorization. The only way for a user to authorize your integration is to complete one of the OAuth flows. If you're trying to avoid having them enter credentials, take a look at the SAML OAuth flow.
I believe the OAuth approach works in this way
• There will be a permanent connectivity between the CRM server and the Purecloud environment.
• Any events from Purecloud will be notified to the CRM server, not individual users.
• There will not be an Integration/Connectivity established between the individual CRM users and their Purecloud environment
Basically, we are trying to achieve the integration between the "individual" CRM users and their Purecloud environment. Kindly let me know how does this can be achieved.
There will be a permanent connectivity between the CRM server and the Purecloud environment.
The Platform API is a REST API, so there is no persistent connection. If you are using notifications, your application must open a web socket to PureCloud, but the only use for that is to receive notifications.
There will not be an Integration/Connectivity established between the individual CRM users and their Purecloud environment
Because you want to use the API to place calls, every user must authenticate with PureCloud and the call must be placed using their auth token. For the architecture you're describing, you should use the OAuth Auth Code Grant or the OAuth SAML2 flow. These auth flows will allow the user to authorize the application while keeping the access token confined to the server.
Thank you very much Tim for the information. It was really helpful to understand how the integration works.
Kindly suggest which option is best for subscribing an inbound call notification
Open notification channels for each individual user’s login? Does it not work if more than 10 users want to open the notification channels (just read about a limitation of maximum 10 channels per auth token)?
OR
Open a “Single” notification channel for the entire application with a generic login?