Extension of integration with the call center

[Jakub]

Dear Experts,

On this moment there are to options to do integration with CCtr:
-by CTI adapter
-by embedded widget

I read a lot of articles and question, but i didn't find answer to my question.

Is it possible to recognize the customer by custom element ?

When i have inbound phone calls I use URL which have required parameters. I can add my custom element to URL and of course i can add too custom element to Customer in c4c. I wonder is it possible to recognize the customer by this custom field when he calling. In URL i have his phone number and this custom element.

Regards,
Jakub

[dominik_g]

Hello Jakub,

In C4C there is an Enhancement Option named CTICustomerSearch available which makes it possible to set the customer of the incoming call if the CTI Client adapter is used. The customer can be found based on the phone number of the incoming call.

Simply create extension fields for the phone numbers on a BusinessPartner XBO...

and enable them as query parameters by using a process scenario extension:

Simply fill the fields, after a phone number of the AddressInformation node of BusinessPartner BO has been changed/added.

Alternatively, and would I would recommend, is to create a helper-BO with an association to the BusinessPartner, and create a custom query for it that contains the phone number of the AddressInformation node.

In the Enhancement Option you can query the customer:

Best regards

Dominik