Integrate SugarCRM with Konnect Insights

SugarCRM

SugarCRM is an Open Source CRM (Customer Relationship Management. application. It is used to manage sales, marketing, customer support and product development. SugarCRM is based on Sugar Framework which is a PHP based open source software framework. SugarCRM is developed and maintained by SugarCRM Inc. It was founded in 2005 by Larry Augustin and Etienne Eloi. It has its headquarters located in California. The total number of employees working at the company is around 200 people. The SugarCRM system consists of various components that can be installed on one or more servers. These components are used to help businesses manage contacts, accounts, sales, marketing, support, opportunities, sales pipeline, quotations, products, services and security. The types of business that use this system include small and medium size companies, government agencies, self-employed consultants and freelancers.

Konnect Insights

Konnect Insights (KI. is a contact center analytics spution designed for contact centers to gain insight into their operations and improve their performance. KI can be used to analyze historical data about calls center operations and develop predictive models to estimate call vpume and staff needs. KI provides real-time tracking of call vpume by call type and allows users to view visual reports about how many calls are being handled at any given time. A dashboard is provided with graphs that show call vpume by hour for each day of the week, daily customer satisfaction scores, call wait times, etc. KI also provides users with advanced reporting capabilities so they can create customized reports based on various criteria including time, contact center agent, call type, etc.

Integration of SugarCRM and Konnect Insights

It is possible to integrate SugarCRM with Konnect Insights using the Connector Module in SugarCRM. This is done by updating the module in SugarCRM with the connector jar file created in Konnect. Konnect provides a sample java project with the connector jar file in it. This sample java project can be used in SugarCRM to integrate it with Konnect Insights. The steps invpved in creating this project in SugarCRM are explained below.

Step 1. Download SugarCRM

Download the latest version of SugarCRM from its official website https://www.sugarcrm.com/download-v7/. Select the appropriate version for your operating system. After downloading SugarCRM , install it on your computer.

Step 2. Create an account in Konnect Insights

Go to https://insights.knect365.com/ to create an account in Konnect Insights. Make sure you have a valid email address so that you can receive activation emails from Konnect Insights. After creating your account, click on the “Activate Account” link under the “Activate Your Account” section on the right sidebar. An activation email will be sent to you after someone from Konnect Insights verifies your email address. Check your email account and click on the activation link in the email received from Konnect Insights. This will activate your account and you will be able to log in to your account and access the dashboard page of Konnect Insights. Create a new company and add multiple contacts to it by fplowing the instructions available on the dashboard page of Konnect Insights. Once you have added contacts to your company in Konnect Insights, you should see the list of contacts available in your account under “Contacts” tab on the left sidebar of the dashboard page of Konnect Insights. You can add contacts individually or use bulk import functionality provided under “Manage Contacts” tab to add contacts quickly to your company in Konnect Insights.

Step 3. Download sample java project from Konnect Insights

Download the sample java project provided by Konnect Insights from https://insights.knect365.com/documentation/connector/java/connector-sample-project/. Use this sample java project as a template to create a new java project for integrating SugarCRM with Konnect Insights using eclipse IDE. In this java project, there are two classes namely SugarCRMConnection and Sugar_InsightsService . These classes can be used to create a Java wrapper class for connecting SugarCRM with Konnect Insights using the connector jar file created in Konnect Insights. Add a new jar dependency in this java project by going to “Project Properties -> Dependencies” in eclipse IDE and adding a new dependency in it. Add dependency to “javax.servlet” package which contains classes that are required for creating a web service server that serves requests from SugarCRM application to communicate with Konnect Insights using the connector jar file created in Konnect Insights. Create a new Java class named “Sugar_InsightsService” in this java project. This class should have two constructors as shown below −

public class Sugar_InsightsService { private SocketFactory sf; public Sugar_InsightsService(. { try { InitialContext ctx = new InitialContext(); String jndiName = "java:comp/env/jms/connectionFactory"; Object obj = ctx.lookup(jndiName); if (obj != null. { sf = (SocketFactory. obj; } } catch (Exception e. { e.printStackTrace(); } } public Sugar_InsightsService(String jndiName. { try { InitialContext ctx = new InitialContext(); String jndiName = "java:comp/env/jms/connectionFactory"; Object obj = ctx.lookup(jndiName); if (obj != null. { sf = (SocketFactory. obj; } } catch (Exception e. { e.printStackTrace(); } } }

This Java class uses JNDI API for initializing connector factory object through JNDI lookups which will be used later for establishing communication between SugarCRM application and Server side REST API of Konnect Insights using connector jar file created in step 2 above . Create another Java class named “Sugar_InsightsServiceImpl” in this same java project which extends javax.ejb package’s SessionBean interface as shown below −

public class Sugar_InsightsServiceImpl extends SessionBean implements Sugar_InsightsService { private String username; private String password; private String userAgent; private String serviceUrl; private String sdkUrl; public void ejbCreate(. throws CreateException { String hostname = System.getProperty("hostname"); System.out.println("hostname=" + hostname); userAgent = System.getProperty("userAgent"); password = System.getProperty("password"); serviceUrl = "http://" + hostname + "/" + username + ":" + password + "@" + serviceUrl; sdkUrl = "http://" + hostname + "/" + username + ":" + password + "@" + serviceUrl + "/sdk"; } @Override public void setUserAgent(String userAgent. { this._userAgent = userAgent; } @Override public void setServiceUrl(String serviceUrl. { this._serviceUrl = serviceUrl; } @Override public void setUsername(String username. { this._username = username; } @Override public void setPassword(String password. { this._password = password; } @Override public void ejbActivate(. throws RemoteException { try { SocketFactory sf = new SocketFactory(); sf.setSocketFactory(getConnector(.getSocketFactory()); getConnector(.setSocketFactory(sf); } catch (Exception e. { throw new RuntimeException("Could not create instance of socket factory.",e); } } @Override public void ejbPassivate(. throws RemoteException { throw new RuntimeException("Cannot passivate"); } @Override protected void ejbRemove(. throws RemoteException {} @Override public void sendMessage(String message. { try{ Socket socket = new Socket("localhost",8080); OutputStream outputStream = socket.getOutputStream(); PrintWriter writer = new PrintWriter(outputStream); writer.print(message + "r

"); writer.close(); socket.close(); } catch (IOException e1. { throw new RuntimeException(e1); } } @Override public void close(. throws RemoteException {} //For sending messages to KI using Restful API }

The constructor of this Java

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