CRM
The CRM page is where you manage the CRM replicators used on your platform. A CRM replicator connects to an external data source and synchronizes contact information into the platform, enabling CRM recognition—so incoming callers can be matched against your contacts and used as a phonebook for resolving calls. You can find this page under the Contact Center section in the left-hand menu.
Understanding the page
The counter at the top shows the total number of CRM replicators currently configured. Each replicator is listed in a table with the following columns:
- Name – The name of the CRM replicator (for example, "R365 Entra CRM").
- Type – The type of replicator, indicating the data source it connects to (for example, "Graph").
- Last Run – The status and timestamp of the most recent synchronization. A "Succeeded" status confirms the last run completed successfully.
- Next Run – The date and time the next synchronization is scheduled to take place.
- Contacts – Click View Contacts to see the contacts that have been synchronized by this replicator.
- Actions – The controls for managing each replicator.
Working with CRM replicators
To add a new CRM replicator, click the Add New button in the top-right corner.
In the Actions column, you can manage each replicator using the following controls:
- Run – Click the blue play button to trigger a synchronization manually, rather than waiting for the next scheduled run.
- Edit – Click the blue pencil icon to edit the replicator's configuration.
- Delete – Click the red trash icon to remove the replicator.
Creating a Replicator
The Create Replicator dialog lets you set up a new CRM replicator to synchronize contacts into the platform. Click Add New on the CRM page to open this dialog, then complete the fields below. Fields marked with a red asterisk are mandatory.
General details
- Name (required) – Enter a name for the replicator. This is how it will be identified in the CRM list.
- Description – Optionally, enter a brief description of the replicator to help identify its purpose.
Connection configuration
This section defines how the replicator connects to the data source.
- Type – Select the type of data source to connect to (for example, MicrosoftEntra).
- Tenant ID (required) – Enter the tenant ID of the data source.
- Client ID (App ID) (required) – Enter the client ID (application ID) of the app registration used to connect.
- Client Secret (required) – Enter the client secret associated with the app registration. Click the eye icon to reveal or hide the value.
Replication configuration
This section defines when and how often the synchronization runs.
- Start Time – Set the date and time for the first synchronization to run.
- Frequency – Select how often the synchronization repeats (for example, Day).
- Interval – Set the interval between runs, based on the selected frequency. Use the plus and minus buttons to adjust the value (for example, an interval of 1 with a frequency of Day means the sync runs once per day).
- Contact Url – Enter the URL used to retrieve contacts from the data source.
- Country Code – Select the country code to apply when formatting contact phone numbers.
Action Buttons
In the Action Buttons section, you can define custom actions for the replicator. Click Add new to add an action button.
Saving
When you have completed the fields, click Save in the bottom-right corner to create the replicator.
Default replicators
The default replicators show basic CRM information, which you cannot change. The data is pulled from the different solutions into the ROGER365.io platform. If your CRM product is not listed or you need more customization, use the custom CRM replicator.
Custom replicator
To enable a custom CRM connector, you have to develop your own software. We have an API available to which you can send the data. If you don’t have the expertise, we can get you in contact with one of our partner to help you.
Add Custom CRM Replicator
To create a replicator to which you can send your data, follow these steps:
- Go to the ROGER365 portal
- Select [CRM] in the left navigation bar
- Click [+ Add New]
- Enter a [Name] and [ Description]
- Select [Custom] as Type
- Choose your Country Code.
- Click [Save]
POST JSON Schema
The "SourceId" is required, must be unique, and must remain the same for a contact. On the first and last batch, a query parameter must be added to the URL. For all other batches, this should not be done.
First batch
For sending the first batch, the isFirstBatch query parameter must be attached to the URL.
POST /v1.0/customReplicator/synchronization/{id}?isFirstBatch HTTP/1.1
Host: api.roger365.io
Authorization: {authkey}
Content-Type: application/json
Last batch
For sending the first batch, the isLastBatch query parameter must be attached to the URL.
POST /v1.0/customReplicator/synchronization/{id}?isLastBatch HTTP/1.1
Host: api.roger365.io
Authorization: {authkey}
Content-Type: application/json
HTTP body
[
{
"SourceId": " ",
"FirstName": " ",
"LastName": " ",
"DisplayName": " ",
"Email": " ",
"SipAddress": " ",
"Street": " ",
"Zip": " ",
"City": " ",
"Country": " ",
"Company": " ",
"PhoneNumber0": " ",
"PhoneNumber1": " ",
"PhoneNumber2": " ",
"PhoneNumber3": " ",
"PhoneNumber4": " ",
"PhoneNumber5": " ",
"Custom0": " ",
"Custom1": " ",
"Custom2": " ",
"MobileData0": " ",
"MobileData1": " ",
"MobileData2": " ",
"Type": " ",
"ContactUrl": " ",
"ContactId": " ",
"CompanyId": " ",
"ActionLink0": " ",
"ActionLink1": " ",
"ActionLink2": " ",
"ActionLink3": " "
}
]
E.164 Number formatting
It is advisable to format numbers using the E.164 recommendation. An international E.164 number is designed to include all the information necessary to successfully route a call or SMS message to an individual subscriber on a nation's public telephone network.
Here’s how the E.164 numbering plan works:
• A telephone number can have a maximum of 15 digits
• The first part of the telephone number is the country code (one to three digits)
• The second part is the national destination code (NDC)
• The last part is the subscriber number (SN)
• The NDC and SN together are collectively called the national (significant) number
To use the previous example:
Country code: +44
National destination code: 7911
Subscriber number: 123456
In total: +447911123456
Two important things to note: First of all, in the international E.164 notation a leading ‘0’ is removed. The UK mobile phone number ‘07911 123456’ in international format is ‘+44 7911 123456’, so without the first zero. Secondly in the E.164 notation all spaces, dashes [‘-‘] and parentheses [ ‘(‘ and ‘)’] are removed, besides the leading ‘+’ all characters should be numeric.