SugarCRM integration guide

Introduction

Audience

This document is directed to customers and prospective customers interested in using Tenfold in a SugarCRM environment. Those who will perform the procedures described in this guide should have a basic level of familiarity with SugarCRM APIs, SugarCRM administration, general networking, and Tenfold.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed SugarCRM/Tenfold integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with a Tenfold representative.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this SugarCRM integration:

Application Programing Interface (API): A set of clearly defined methods of communication used by Tenfold for reading and writing data.
Click to Dial: A feature in the Tenfold UI which allows agents to click a phone number to dial a contact.
Tenfold Cloud: A set of Web Services that receives events from the telephony system and takes further action, such as querying and saving to the CRM.
Tenfold User Interface (TUI): An agent facing user interface which agents will interact with for identifying callers, viewing recent activities, saving notes, dispositioning calls, etc.

Customer responsibilities

You are responsible for supplying the physical and/or IP connections to SugarCRM and LAN, and for obtaining and loading any licensing required by SugarCRM. You are also responsible for configuring SugarCRM to support the Tenfold integration.

SugarCRM requirements

Connection requirements

Accessible via TCP port 443 (https) to Tenfold Cloud

Dedicated Service Account (example: API User)

Field permissions

The following tables outline the out-of-the-box entities and respective field permissions required for the core Tenfold integration. Read and/or write permissions for additional fields, both standard and custom, may be required for your Tenfold deployment.

Table 1. Users entity permissions required for the SugarCRM integration user

Field	Permissions
Users entity
id	Read
full_name	Read
email_address (primary)	Read
user_name	Read
status	Read
team_id (primary)	Read

Table 2. Accounts entity permissions required for the SugarCRM integration user

Field	Permissions
Accounts entity
id	Read
name	Read Write
description	Read Write
email_address (primary)	Read
assigned_user_id	Read Write
date_entered	Read Write
account_type	Read
status	Read
phone_office	Read Write
phone_alternate	Read Write

Table 3. Contacts entity permissions required for the SugarCRM integration user

Field	Permissions
Contacts entity
id	Read
first_name	Read Write
last_name	Read Write
description	Read Write
email_address (primary)	Read
assigned_user_id	Read Write
date_entered	Read Write
phone_home	Read Write
phone_mobile	Read Write
phone_work	Read Write
phone_other	Read Write
assistant_phone	Read Write

Table 4. Leads entity permissions required for the SugarCRM integration user

Field	Permissions
Leads entity
id	Read
first_name	Read Write
last_name	Read Write
description	Read Write
email_address (primary)	Read Write
assigned_user_id	Read Write
created_by	Read Write
modified_user_id	Read Write
set_created_by	Read Write
status	Read
phone_home	Read Write
phone_mobile	Read Write
phone_work	Read Write
phone_other	Read Write
assistant_phone	Read Write

Table 5. Calls entity permissions required for the SugarCRM integration user

Field	Permissions
Calls entity
id	Read
name	Read Write
status	Read Write
description	Read Write
date_start	Read Write
date_end	Read Write
duration_hours	Read Write
duration_minutes	Read Write
assigned_user_id	Read Write
created_by	Read Write
direction	Read Write
modified_user_id	Read Write

Table 6. Tasks entity permissions required for the SugarCRM integration user

Field	Permissions
Tasks entity
id	Read
name	Read Write
description	Read Write
date_start	Read Write
date_due	Read Write
parent_type	Read Write
parent_id	Read Write
assigned_user_id	Read Write
created_by	Read Write
modified_user_id	Read Write

Table 7. Opportunities entity permissions required for the SugarCRM integration user

Field	Permissions
Opportunities entity
id	Read
name	Read Write
description	Read
created_by_name	Read
assigned_user_name	Read
amount	Read
date_entered	Read
date_closed	Read
probability	Read
sales_stage	Read

NOTE: Tenfold launches the new opportunity creation view in SugarCRM and does not create the opportunity via the API. For this reason, Tenfold does not require write access to many of the fields on the opportunity module via the API.

Table 8. Cases entity permissions required for the SugarCRM integration user

Field	Permissions
Cases entity
id	Read
created_by_name	Read
assigned_user_name	Read
name	Read
description	Read
case_number	Read
priority	Read
source	Read
status	Read
date_entered	Read

NOTE: Tenfold launches the new case creation view in SugarCRM and does not create the case via the API. For this reason, Tenfold does not require write access to many of the fields on the case module via the API.

Installation

Installation requirements

SugarCRM Hostname	Hostname of your SugarCRM Instance
SugarCRM Service Account Username	The username for the dedicated Tenfold service account (example: API User)
SugarCRM Service Account Password	The password for the dedicated Tenfold service account (example: API User)
Platform	Platform to be used by the service account. Default is "base." It is recommended to create a platform value specifically for Tenfold to avoid conflicts between Tenfold and other integrations or Sugar apps.

Installation steps

Establishing the initial connection from Tenfold to SugarCRM takes just a few minutes.

Start by navigating to your Tenfold dashboard.
Click Company Settings in the top navigation.
Click CRM in the sub-navigation.
Select SugarCRM as your CRM.
Enter your connecting information into the form:
- Service Account Username
- Service Account Password
- Sugar Root Url (example: your SugarCRM hostname)
- Sugar version (example: 9.0)
  There is a known issue where the version input into this field must be greater than 7.0 and less than 10.0. If you are usiong version 10.0 or later, enter "9.0."
Under Advanced Options, set your API Version to v10.
Expand Change Advanced Options to set the Platform option Tenfold should use when interacting with the Sugar API.
Important
This value must exist within your SugarCRM instance and it is a best practice to create a platform option specifically for Tenfold. To create a Platform option for Tenfold, follow the steps outlined in SugarCRM’s official documentation.
Navigate to Search settings in your SugarCRM admin panel and ensure that the Calls module is listed in the Disabled column.
Click Save.
If the information provided is correct, Tenfold tests the connection and displays a success message.

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