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
| Users entity | |
| Field | Permissions |
| 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
| Accounts entity | |
| Field | Permissions |
| 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
| Contacts entity | |
| Field | Permissions |
| 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
| Leads entity | |
| Field | Permissions |
| 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
| Calls entity | |
| Field | Permissions |
| 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
| Tasks entity | |
| Field | Permissions |
| 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
| Opportunities entity | |
| Field | Permissions |
| 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 |
Table 8. Cases entity permissions required for the SugarCRM integration user
| Cases entity | |
| Field | Permissions |
| 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 |
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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