Integrating incoming calls and outbound dialer campaign with SugarCRM

In this article you will learn how to set up some basic Automations regarding your SugarCRM integration. If you didn't integrate it with babelforce yet or want to acquire some basic info about SugarCRM, please click here. Once you are done with the setup, we will build the following scenarios:

1. Look up enduser (contact) in SugarCRM and create it if it doesn't exist
2. Associate an end-user with a call by assigning the ticket to that contact
3. Create a record (or to use the SugarCRM wording: create a call) whenever a call comes in
4. Open a record whenever an outbound call is connected to a contact
5. Create a call record whenever an OBD call is bridged and assign an outbound dialer call to a contact

Now, let's go through each of these scenarios and build the Automations needed:

1. Look up if the enduser exists in your SugarCRM whenever a call comes in.

First, select the predefined Event "Inbound Call" and the action "Lookup.enduser babelforce" (from the section babelforce). Make sure to tick the field "create if not exists" if you want the contact to be created in case it does not exist yet.

2. If the contact exists in your CRM, you can associate the end-user with the call by setting up an Automation which contains the predefined Event "call taken" and the SugarCRM Action "associate end-user with call".

3. Now we create a record, or as it is called in SugarCRM, a "call", whenever a call comes in:

You can adjust the subject and description of the ticket according to your needs.

4. Similar to the inbound scenario, we would like to have a call ticket created whenever an outbound call is carried out. Therefore, we set up an Automation containing the predefined Event "call created" and the Action "create a new call record".

We have to insert a Trigger with the following conditions:

Note, that we have to add the condition "domain = external". Otherwise our ticket would be created twice.

5. Now that we managed to set up the basic Automations, let's move on to the setup of the Outbound Dialer (OBD). What we want to do is create a call record in SugarCRM, whenever our outbound dialer successfully connects to a contact in the list, hence when the call is bridged. It could look something like this:

To have the contact number shown in the ticket, we put it in the subject using the placeholder {call.to.number}.

Finally, we have to associate the contact (or lead) with the call, whenever an OBD successfully connects to a contact in our list:

With these Automations installed, we can adjust our OBD to our personal needs: in our helpcenter section "Outbound sales and service" you will find more information on how to use the OBD, how to automate callbacks beyond other. (We also have a chapter in our Tutorials section dedicated to the Outbound Dialer. Click here, if you're interested in reading it.)

Now you're all set up, feel free to play around with the various other possibilities that an integration with SugarCRM in babelforce offers.