CFD IVR / Dynamics 365 intergration

[SpaceCowboy]

Hi All,

I know this is probably a long shot, but would it be possible to pass CFD IVR user input into Dynamics contact creation?

This would look like IVR asking for example gender questions, user dials a number for that i.e. M/F, which is then passed on to Dynamics as a new contact with the gender information alongside the number that called.

I have already set up the CFD IVR to capture the data, I just want to know if it is possible to pass this data to Dynamics?

Any help would be great.

Thanks, S.

 

[edossantos]

Hello @SpaceCowboy,

The CRM integration module works independently of CFD apps. Actually, the contact lookup and contact creation happens automatically as soon as the call arrives from the SIP Trunk, even before the call is sent to the CFD app. So, when you start collecting the data, if you have the CRM integration with Dynamics enabled, the contact will be already created.

However, you can disable the contact creation from the CRM integration settings, and then route inbound calls to the CFD app, which can collect the information and create the contact using the REST API provided by Dynamics. This is something that you would need to do manually, using the Web Service REST component. You can't pass information to the 3CX CRM engine, you would need to run this HTTP request on your own.