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Use Case - Looking Up Caller Information in BSI CRM

Look up caller information in BSI CRM.

In this use case, we're going to create a BSI CRM lookup.

PRECONDITIONS

  • A service is set up in Nimbus. You require service owner rights in Nimbus to create the Nimbus Power Automate Connector Flow.
  • A BSI instance is up and running. You require admin rights in BSI to create the API in BSI.

🔍 Notes: For more details about custom configurations in BSI please refer to your BSI partner. Please note that Luware is not affiliated with BSI or their support. We use this CRM as an example. Note that designs and screenshots are subject to BSI internal procedures and may differ to the screenshots in this Use Case.

 

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Expose an API in BSI

In your BSI instance, you want to search for and expose customer data. You can do this by building an API.

Description
Screenshot
  1. Login with your admin account 
  2. Go to the Interfaces > Enterprise Integration > Customer Rest API 
  3. Create your API under the API section. We will call it " Customer API ".

 

 

 
Add an access Policy to the API and define your API key.

You need a single endpoint that takes a phone number and returns the customer data.

  1. Create the endpoint 
  2. Add the GET method to it.
  1. Navigate back to the Customer REST API.
  2. Create a New Interface to implement the endpoint.

We name our interface "Read". Here is an overview of its implementation. 

💡You can add the elements from the library.

Add a REST Provider to the implementation and set the values as follows:

  1. Select the Customer API
  2. Select the newly created endpoint and as method GET
  3. URL = Your path to the BSI API
    🧠 This URL will be required in a later step in Power Automate

Define the response codes and messages.

For response code "200" return the interchange-payload in the message.

Add a Javascript element to the implementation.

Relate the "Aufruf" outcome from the previous REST provider element to the Javascript element.

Copy & Paste the Javascript to it.

 

Javascript:

let phone = interchange.attributes.pathParams.phone;
if (!phone) {
 interchange.attributes.responseCode = '400'
 interchange.payload = "No phone provided";
 self.withOutlet('OUTLET_FAILURE');
 return;
}
let params = {phone: phone};
interchange.attributes.params=params;
LOG.info("phone provided: " + interchange.attributes.params.phone);
self.withOutlet('OUTLET_SUCCESS');
Define the Outcomes.

Add a "Daten suchen" element to the implementation. Relate the "Javascript" element with the "Daten suchen" element by the Success outcome.

Add the Customer entity to the element and add the fields you wish to return in the response.

Define the bindings as follows

Javascript:

self.withBindings({ phone : interchange.attributes.params.phone });

✅ Run your interface to test it. For more help, contact your BSI provider.

-

Create the Flow

Create your new caller identification flow in Power Automate.

Description & Settings
Screenshot
Start with When a task changes state and set it to your service(s).
Select “System Accepted” for Task Events Item - 1
Add a new variable to the flow that should hold the APIkey of your BSI API.

Add a HTTP element to the flow and set it as follows:

  • URI = 🧠 Your path to the BSI API with Nimbus MicrosoftCallerId field as value.
  • Method = GET
  • Headers = APIkey and variables('APIKey')

Add a Parse JSON element to the flow. 

Depending on what you return in the "Daten suchen" of your BSI Interface implementation, this might differ. In our example the returned data from the API has the following schema:

JSON:

{
 "type": "array",
 "items": {
 "type": "object",
 "properties": {
 "firstName": {
 "type": "string"

 },
 "lastName": {
 "type": "string"
 },
 "no": {
 "type": "string"
 },
 "mobile": {
 "type": "string"
 },
 "email": {
 "type": "string"
 },
 "phone": {}
 },
 "required": [
 "firstName",
 "lastName",
 "no",
 "preferredChannelValue-113640",
 "preferredChannelValue-113641",
 "preferredChannelValue-193768"
 ]
 }
}

Add a Condition element to the flow and check on 

  • length(body('Parse_JSON')) is equal to 1

If YES branch:

The phone number has been sucecssfully identified. We can now map the customer fields to the Nimbus fields.

Add a "UpdateTask" to the flow and map the fields accordingly.

If NO branch:

 

  • Add a second Condition element to the flow and check on length(body('Parse_JSON')) is greater than 1
  • In that Condition: 
    • If YES branch: In this case the phone number has been found more than once in BSI. We can Update the Nimbus Task with a special message indicating that multiple contacts have been found.
    • If NO branch: No one has been found in BSI. We do not update anything.

✅ Finished: Now you should be ready to see customer data in Nimbus. We recommend making a test call in your Service and observe the flow if the lookup is working correctly.

 
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