mattf
7a4ce83cc6
Added new option/layout to agc/alt_display.php git-svn-id: svn://192.168.202.10@3435 3d104415-ff17-0410-8863-d5cf3c621b8a
67 lines
3.6 KiB
Plaintext
67 lines
3.6 KiB
Plaintext
CRM EXAMPLE SKIN DOCUMENT Started: 2015-12-27 Updated: 2021-04-26
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This document describes one method of integrating with the agent screen using
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a basic skin. This method could be used as a guide to integrate a CRM web system
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with Vicidial, or it could be used to create your own simple custom agent screen
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for Vicidial while keeping the full agent screen hidden. This example is not
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designed as a robust solution, it is merely an example of how one can work.
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Files included:
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(located in the "extras/crm_iframe" directory)
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- front.php - the initial page the agent goes to, loads IFRAMEs for the Vicidial agent screen and the CRM(or basic agent screen)
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- crm_example.php - a basic agent screen, interacts with the Vicidial Agent API to control the agent screen
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- crm_settings.php - settings for the basic screen you need to customize for your system
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Summary:
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We have several clients that already use Vicidial with their own custom CRM systems. They will load the agent screen in a hidden IFRAME within their own agent screen, and control it entirely with API calls from their CRM to the Vicidial Agent API(see docs/AGENT_API.txt). This method allows for the agent to only use the custom CRM interface as they operate normally handling calls.
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This example includes a very basic agent screen skin that will allow an agent to:
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- Log in to vicidial
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- Go active(or READY) so they can take incoming or auto-dialed calls
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- Have basic customer information show up on their screen and allow editing of this information
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- Hang up the customer phone call and set a disposition for the phone call
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- Log out of the agent screen
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Settings:
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In the "crm_settings.php" file, you will see several variables that you will need to populate for this example to operate:
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- The full URL to the Agent Screen (usually something like "http://server/agc/vicidial.php")
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- The full URL to the Agent API (usually something like "http://server/agc/api.php")
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- The user and pass of a level 8 user that has API and modify lead permissions
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- The name of the CRM IFRAME that will be used for the CRM portion(default is 'crmagent')
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Installation:
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- Copy the "extras/crm_iframe" directory to your active web directory(we would suggest changing the name though)
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- Create a new User with a "User Level" of 8, "Agent API Access" enabled, and "Modify Leads" enabled
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- Update the settings to your system settings as outlined above
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- Change your Campaign settings for:
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- "Web Form" - full URL to point to the "crm_example.php" page (usually something like "http://server/crm_iframe/crm_example.php")
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- "Web Form Target" - same as the CRM IFRAME in your crm_settings.php
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- "Get Call Launch" - set to WEBFORM
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Notes:
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- The example code shown assumes a campaign with only outbound auto-dial and inbound call handling in a RATIO or ADAPT dial method.
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- The example code assumes Campaign Pause Codes is not enabled
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- For more tight integration with your CRM, take a look at the AGENT_EVENTS_PUSH.txt document for information on how to get agent events pushed to your system
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Additional enhancements:
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- The agc/alt_display.php script can function as a top panel for a custom agent web screen showing a live call indicator, call timer and call-waiting counter and timer. To activate it you will need to enable the options.php setting "$alt_display_enabled". Example URLs:
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http://server/agc/alt_display.php?user=6666&ACTION=top_panel
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http://server/agc/alt_display.php?user=6666&ACTION=top_panel_realtime
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http://server/agc/alt_display.php?user=6666&ACTION=agent_status
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http://server/agc/alt_display.php?user=6666&ACTION=top_panel_realtime&calls_in_queue_option=CAMPAIGN&calls_in_queue_display=STACKED
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