Introduction
Learn how the Keyfax & Civica CX integration works.
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Learn how the Keyfax & Civica CX integration works.
Last updated
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The official Keyfax & Civica CX integration developed by Omfax Systems allows call centre advisors to quickly and easily generate repair requests, works orders, task lines and / or inspections within Civica CX simply by walking through a Keyfax script
The video below demonstrates the basic advisor journey...
The custom launch page requires an Asset Reference and optional Contact Reference. Upon submission this launch page makes a query into the Civica CX web services to validate the supplied asset and / or contact reference and obtain the internal Civica CX identifiers which will be passed into Keyfax as part of the start-up data.
If validation succeeds then the above launch page loads the Keyfax start-up XML template for the supplied Keyfax configuration and populates the <AssetID/> and <ClientID/> elements with the internal identifiers obtained from Civica CX for the asset and contact references.
The above launch page then posts the constructed start-up XML to our KeyfaxWS.asmx/Startup web service to get back a launch URL and GUID. If successful the above launch page will then simply redirect the user to the launch URL. If any errors occur the user will be presented further information on the nature of the error on the launch page.
The above launch page by default will use the Keyfax master configuration however as with most pages you can also supply a custom co and mo query string parameter to Dynamically set the Keyfax configuration. I've tested this with both staff and online configurations and everything works as expected.
The above launch page also passes in a custom ReturnUrl within the Keyfax start-up data to return the user back to /Interview/CivicaCX/Completed'/ after completing the Keyfax script so a Civica CX repair request can be created.
If the asset reference and / or contact reference are not known advisors can optionally use the Civica CX address search provided as part of the Keyfax & Civica CX integration to easily launch Keyfax with all the Civica CX data as shown on our Start Up Datapage. The address search can be seen below...
The user / advisors proceeds through the Keyfax script as normal.
After completing the Keyfax script the user will be redirected back to a custom completed page specifically for the Civica CX integration. This completed page takes the GUID provided by Keyfax and queries for Keyfax results via KeyfaxWS.asmx/GetResults. If returns are returned successfully the completed page will then load the CxMapping.xml file and attempt to map certainly export XML elements with specific properties for a repair request within Civica CX.
Once mappings have succeeded and the repair request created successfully the user would be presented with the following...
