Additional configuration CRM Service for AFAS Profit

Introduction

Follow the instructions below when you want to add additional settings to the CRM Service for Afas Profit.

• SharePoint > UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. CONFIG > Plugin Settings

• SharePoint > UCC CONFIG > Plugin Attributes

PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. The following optional settings can be added:

Setting	Value	Scope
DefaultPhoneNumberRegion	Iso 3166 alpha-2 code. Default ZZ.	CrmService
PhoneNumberFormat	The format used when searching the CRM phone number fields when a call comes in. There are 5 options. Default setting is WildCard. E164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard): e.g. +12065551234 Based on the E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) International Phone Numbering format. Learn More - ITU (E.164). International: e.g. +1 (206) 555-1234. Based on the E.123 The E.123 format is an international (ITU) standard for notation and storage of international telephone numbers, email addresses and web addresses. Loosely formulated, "+ ", digits, non alphanumeric characters (like brackets, hyphens) and spaces are allowed For example: +44 (333) 221-100 International Notation format. Learn More - ITU (E.123) Rfc3966 The rfc3966 format defines an international (IETF) standard for dialing (and storing) a telephone number as a URI. Loosely formulated, start the URI with "tel:" followed by an E.164 or E.123 formatted phone number. For example: tel:+44333221100: e.g. tel:+12065551234. Based on the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Uri format "tel:+". Learn More - RFC3966. Wildcard: do a wildcard search. This option is the default value in case setting PhoneNumberFormat has not been configured. Pattern: Search on a predefined pattern. The WildCard format is used by default for AFAS because AFAS Profit does not enforce one of the globally used phone number formats like E164. A wild card search is a relative heavy search, because it is a like search with multiple wild cards. In case the phone number fields uses one of the supported formats like E164, setting the plugin to this format will ensure that the Crm Service will use an equals search instead of a like search, which will be faster and more efficient. It is also possible to define a custom phone number format in case the phone number fields support formats not covered by the other phone number formats. In that case select option Pattern. For each format add a setting PhoneNumberPattern followed by an incremental integer. So in case of 1 format add setting PhoneNumberPattern or PhoneNumberPattern1. In case of 2 or more formats use settings PhoneNumberPattern1 and PhoneNumberPattern2. See Phone Number Recognition in Integrations for more information.	CrmService
OrgPersonBaseQuery	Query template to retrieve Organization and Person records from Afas, Default: Anywhere365_OrgPer?skip=0&take=20&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
ContactsBaseQuery	Query template to retrieve contacts from Afas, Default: Anywhere365_Contacts?skip=0&take=20&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
CasesBaseQuery	Query template to retrieve cases from Afas, Default: Anywhere365_Cases?skip=0&take=10&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators] See Available Base Queries section below.	CrmService
CaseStatus	Mapping of a case (incident) status (statuscode) to a WebAgent case status. See Case Status mapping section below.	CrmService
ContactUrlLinkTemplates	Each Afas record entity type has it’s own unique url. This setting contains a mapping between the Afas record entity type and the linked url template for contacts. The currently supported entity types are Organizations, Persons and ContactPersons. Default mapping: Organisatie:organisatie-beknopt-prs?BcId=[Contact];Persoon:persoon-beknopt-prs?BcId=[Contact];Persoon bij organisatie:contactpersoon-prs?CdId=[Contact]	CrmService
CaseUrlLinkTemplates	Each Afas record entity type has it’s own unique url. This setting contains a mapping between the Afas record entity type and the linked url template for cases. The cases are linked to the dossier entity in Afas. There are a lot of dossier types. Each dossier type has it’s own unique url template. Default: 10:service-melding?SbId=[SubjectId]	CrmService
UseDefaultPluginAttributes	Setting to overrule the default plugin attributes settings. If this setting does not exist or the value is set to True then the default plugin attributes settings are used. If you want to overrule the default PluginAttributes settings just add this setting and set the value to False. All PluginAttributes will have to be added manually if set to False.	CrmService

For the mandatory Settings see Add PluginSettings

Available Base Queries

Afas Profit data is obtained using rest API requests. See Afas documentation about REST service.

Queries are created using base filter queries and further completed using the attributes in the PluginAttributes list.

The following base queries are available:

• OrgPersonBaseQuery: Used to retrieve relevant contact info during a call. Retrieve Person and Organisation records from Afas Profit.

• BaseContactQuery: Used to retrieve relevant contact info during a call. Retrieve Contact Person records from Afas Profit. Current default: Anywhere365_Contacts?skip=0&take=20&filterfieldids=[SearchFields]&&filtervalues=[SearchValues]&operatortypes=[Operators]

• BaseCaseQuery: Used to retrieve relevant case info. Mapped to the Dossier entity in Afas Profit. Current default: Anywhere365_Cases?skip=0&take=10&filterfieldids=[SearchFields]&filtervalues=[SearchValues]&operatortypes=[Operators]

The base queries can be divided in 6 parts. If we dissect the BaseContactQuery, we will see the folllowing settings:

1. Anywhere365_Contacts: The name of the used Afas Get connector to retrieve Contact Info.

2. skip=0: The number of records that will be skipped.

3. take=20: The number of records that will be retrieved.

4. Filterfieldids: The Afas fields that will be filtered on. These fields are configured in the Plugin Attributes List.

5. Filtervalues: The search values in the request. The most common search values are:

   • Phone number: Phone number of the caller\callee during the phone call conversation. The Crm Service will do an equal or like query based on the configured phone number format.

   • Sip uri: Sip Uri of the caller\callee during the phone call conversation. The sip uri is often compared with the email fields and is an equals search.

   • Email: In case a search value is recognized as an email, the Crm Service will do an equals search on the email fields.

   • Id: The Id field is mainly used to retrieve cases based on the id of a selected contact. The Crm Service will do an equals search on an Id field.

   • Other search values like manually entered search values in the WebAgent. These are mostly used in like searches.

6. OperatorTypes: The operators used in the search request. For instance equals or like operators.

The same setup applies tot settings OrgPersonBaseQuery and CasesBaseQuery. Only the name of the connector (Anywhere365_Cases) is different.

The rest service url (setting ConnectorRestServiceBaseUrl) combined with the ContactsBaseQuery, OrgPersonBaseQuery or CasesBaseQuery setting is used to create a request to retrieve data from the AFAS rest Services.

CaseStatus mapping

The table shows the default mapping of a case (dossier) status (as assigned in AFAS Profit) to a WebAgent case status.

The status of a case record has to be mapped to the WebAgent case status because the WebAgent only supports the statuses Open, Closed and New. Currently only the Closed statuses are mapped for Afas Profit. Otherwise the status will be assumed to be Open (it would be a nice option to be able to use the original status instead of the mapped status in the future).

Value as in AFAS Profit	Status in WebAgent
Goedgekeurd	Closed
Afgehandeld	Closed
Handmatig Afgehandeld	Closed
Vervallen	Closed

PluginAttributes

The plugin attributes list contains the mapping between the data entities in AFAS Profit and the Contacts and Cases info in the WebAgent. This mapping is used to determine which fields will be shown in the WebAgent or Extension Window. It also maps important information like which fields contains the unique id of an entity. Or which fields are phone number or email fields. All items are grouped by the Category field.

The PluginAttributes list contains the following columns:

Column	Meaning
DisplayName	Name of the property shown in the WebAgent.
SystemName	Must be the AFAS profit attribute. If it is part of a linked entity then the alias must precede the attribute.
ShowOnExtensionWindow	Indicate that the property is visible in the WebAgent. The main reasons to set this to ‘No’ and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it’s an ID.
Order	The order in which the property is to be shown. Important Counting must restart for each Category.
FieldType	Zero or more field types, these are covered per Category later on.
Hyperlink	Combination of pluginsetting Insite and setting ContactUrlLinkTemplates or CaseUrlLinkTemplates. Example: [Insite]/[ ContactUrlLinkTemplates]
OpenAutomatically	Ignored by the CrmService.
Category	The Category for this item.
ShowOnToast	Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

The sections below give a short description for the supported categories.

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type	Description
Id	This field type in combination with a value in the Hyperlink column, will be shown as CRM link.
Name	The name of the contact which will be shown as the contact’s title.
PhoneNumber	Column may contain a phone number.
SipAddress	Column may contain a SIP-address.
Email	Column may contain an e-mail address.
Date	Column contains a date (and time).
Search	Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.
Type	The contact record type in AFAS. The default AFAS Get Connector used by the CRM Service returns the types: Person, ContactPerson, Organization.

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type.

Case

The DisplayNames in this category are fixed. The following items are supported:

DisplayName	Description
Title	Multiple items can have this DisplayName. Must have field type Title.
Description	Only a single item is allowed to have this DisplayName. Must have field type Description.
Date	Must have the Date field type to be used.
Status	The values must match the CaseStatus setting. Add field type Status.
Type	The values must match the CaseStatus setting. Add field type Type.
Id	Unique Id of the case. This Id is used to create the hyperlink to the Case record. FieldType Id mandatory.
ContactId	Unique Id of the Organization or Person linked to the case/dossier item. The Id is used to retrieve cases based on an Id of a Person or Organization. FieldType Id mandatory.

CaseSearch

This category is used to define on which field a case will be searched in case of a manual search.

Predefined PluginAttributes

Account

The Account category is used to map Afas Profit Organization and Person records to contact info in the CRM Service.

Category Account is liked to the result from the request defined in plugin setting OrgPersonBaseQuery.

Contact

The Contact category is used to map Afas Profit Contact Person records to contact info in the Crm Service.

Category Contact is mapped to the result from the request defined in plugin setting OrgPersonBaseQuery.

Case

Case is mapped to Afas entity type Dossier. There are many dossier types, but they have the same basic fields in the Afas Service

AccountSearch

Search on Organization and Person records in Afas. Default search is on name. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Account. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Account.

ContactSearch

Search on Contact Person records in Afas. Default search is on name and email. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Contaxt. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Contact.

CaseSearch

Default search is currently only on subject.