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WDE Synchronize contact's data with 3rd app

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MJaskowski:
Hi everyone,

I have a rather interesting task in which I need to perform the insert, update or deletion of telephone numbers and email addresses for a selected contact.

I retrieve the data via REST from an external application.

I need to perform the update in the WDE application. I came up with the idea to perform the update in the Contact Directory (ContactDirectoryView), which can be selected / appears in the main window or when the interaction comes in. There I select the contact from the list and this triggers an update of the data that is in the ContactInformationView.

Generally the above is just a very big shortcut, the amount of code I have generated is considerable but I don't want to inundate you with information.

At the same time, I have the feeling that maybe this is not the correct approach. I would like to advise you, has anyone had occasion to wrestle with such an issue?

Or is my approach wrong and can this be done in some more civilised way?

Thanks, Matt.

MJaskowski:
I make no secret of the fact that I would like to hear advice from the likes of @PeteHoyle, @cavagnaro, @Kubig.
Gentlemen, you have a lot of experience with WDE and your advice could be really useful. If it's not a problem then please speak up.

I would really appreciate any comments.

Thanks, Matt.

René:
Hi Matt,

Just my 2 cents - don't do this on WDE side unless you need agent's input to identify contact... Do it as part of routing logic - fetch data from external system and update UCS or develop a custom REST service to sync UCS with external system and call that service from routing strategy. It will make your architecture simpler and agent will get right information on call arrival without any delay that request to external REST system may cause.

R.

MJaskowski:
Hi René!

Thank you for your reply. REST service using the WDE API was the first suggestion from me to the client. Unfortunately it was rejected, I won't quote the arguments the client used because they are out of this world for me.

However, I was intrigued that you wrote that it can be done via routing. I am not proficient in this area, could you expand on the thought? A few words on how to bite it?


Matt

René:
I know these kind of discussions very well. A few months/years later they (the customer) will complain why it is done this way...

Back to routing - you can call REST web service from routing strategy (IRD/Composer) using "Web Service" block to get information about customer and update UCS contact data then using "Update Contact" block.

Ping me if you need more details.

R.

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