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This article guides you through the process of setting up the integration between Verba and Microsoft Dynamics CRM.

Prerequisites

Import the archive(s) using Siebel Tools

Step 1 – Start Siebel Tools

Step 2 – Select Tools / Import from Archive(s)... from the main menu

Step 3 – Select the Applet folder

Step 4 –  Select all the files in the Applet directory

Step 5 –  Click Open

Step 6 –  Click to the Add button

Step 7 –  Select Bitmap Category folder

Step 8 –  Select all the files in the Bitmap Category directory

Step 9 –  Click Open

Step 10 –  Click Add

Step 11 –  Select Business Component folder

Step 12 –  Select all the files in the Business Component directory

Step 13 –  Click Open

Step 10 –  Click Add

Step 11 –  Select Business Object folder

Step 12 –  Select all the files in the Business Object directory

Step 13 –  Click Open

Step 14 –  Check the Conflict Resolution field in the list - its value needs to be Merge

Step 15 –  Click Import

Step 13 –  After the process completes successfully restart the client. The changes will be applied to Accounts, Contacts and Leads (related to Accounts in the Site Map)

Define the Symbolic URL parameters in the Oracle Siebel CRM system client

Repeat the steps below for all required entities using values defined in tables 

Accounts

Name

Place

Number

Account Find Recordings

Name

1

 

Contacts

Name

Place

Number

Contact Find Recordings

Name

1

 

Leads

Name

Place

Number

Lead Find Recordings

Name

1

 

Step 1 - Start the Oracle Siebel CRM system client

Step 2 – Click Site Map and select Administration - Integration from the list

Step 3 – Click Host Administration below the WI Symbolic URL List

Step 4 – Click the '+' button

Step 5 – Add the following parameters and value pairs:

            Name: [Verba Host Name]

            Virtual Name: [Verba Host Name]

Step 6 – Click the Host Administration drop-down menu and select Symbolic URL Administration

Step 7 – Click the '+' button

Step 8 – Add the following parameters and value pairs:

        Name: #1

        URL: http://[Verba Host Name]/verba/gwtCallSearch.do

        Host Name: [Verba Host Name]

Fixup Name: Default

Multivalue treatment:

SSO Disposition: Form Redirect

Web Application Name: [Embedded HostName]

Step 9 – Add the following parameters and value pairs in the Symbolic URL Arguments section:

#1st row

Name: PopupSize

Required Argument: True(check mark)

Argument Type: Command

Argrument Value: 1280x800

Append as Argument: True(check mark)

Substitute in Text: False(without check mark)

Sequence #: 1

 

#2nd row

Name: FreePopup

Required Argument: True(check mark)

Argument Type: Command

Argrument Value: True

Append as Argument: True(check mark)

Substitute in Text: False(without check mark)

Sequence #: 2

 

#3rd row

Name: ProblmemFormRedirection

Required Argument: True(check mark)

Argument Type: Command

Argrument Value: GetRequest

Append as Argument: True(check mark)

Substitute in Text: False(without check mark)

Sequence #: 3

 

#4th row

Name: reset

Required Argument: True(check mark)

Argument Type: Constant

Argrument Value: 1&autoplay=1&p_date_from=2011-07-10 23:59:59&p_date_to=2011-07-11 21:00:00

Append as Argument: True(check mark)

Substitute in Text: True(check mark)

Sequence #: 4

 

#5th row

Name: p_phone_number

Required Argument: True(check mark)

Argument Type: Field

Argument Value: (The field name of the current business component what will be represented in the URL and will appear in the Verba system)

Append as Argument: True(check mark)

Substitute in Text: False(without check mark)

Sequence #: 5

 

Repeat the 5th row step as above depending on how many field values will be needed

 

Step 10 – Click Symbolic URL Arguments list and press CTRL+A

Step 11 – Click the Gear icon and choose Save Record

Step 12 – From the section above click the Gear icon and choose Save Record from the list

Using the Integration

After completing the steps above, you should be able to see a Verba Button (V) on your Account, Contact and Lead record detail pages
Click this button to find all Verba conversation recordings that match the Phone Number(s) of the Account, Contact or Lead record.

You need login, and appropriate conversation access rights to be able to view conversations stored within Verba.