Nir crm opening button

Description

Opens a customer's record in an external CRM (BRC portal for France's NIR — national personal identification number) directly from the Cisco Finesse gadget. On inbound call, a CRM URL is dynamically constructed using call variable values (including NIR) and the openWindowRC function from the BRC plugin is invoked. If NIR is missing from call variables, agent is prompted to manually enter it. Gadget constructs the CRM URL using manual entry and routes to openWindowRC. For outbound/campaign calls, customer provides specific logic rules to determine portal opening. Configuration is managed via the Administration Gadget.

Canonical use case

An agent receives an inbound call and needs instant access to the customer's file in the BRC CRM portal. The gadget automatically constructs and opens the customer record using the NIR extracted from call variables, eliminating manual lookup time.