High Level Design Document

Enquiry Max and Call Centre (Azure Integration)

Prepared for
Suzuki GB PLC

Prepared By
William Brooks

Pythagoras Communications Ltd

Ashwood House
Grove Business Park
White Waltham
Maidenhead
SL6 3LW

01628 519 000

www.pythagoras.co.uk
Contents
1 Document Information ................................................................................................................................. 2
1.1 Preface ....................................................................................................................................................... 2
1.2 Who Should Read This Document .................................................................................................. 2
1.3 Status .......................................................................................................................................................... 2
1.4 Version History ....................................................................................................................................... 2
1.5 Additional Reading ............................................................................................................................... 2
1.6 Document Sign Off ............................................................................................................................... 3
1.7 Abbreviations .......................................................................................................................................... 3
2 Requirements ................................................................................................................................................... 4
2.1 High Level Requirements: ................................................................................................................... 4
3 Solution Overview........................................................................................................................................... 5
4 Solution Data Model...................................................................................................................................... 6
5 Entity Customisations .................................................................................................................................... 7
5.1 Enquiry ....................................................................................................................................................... 7
6 CRM Workflows & Plugins .......................................................................................................................... 7
7 Integrations ....................................................................................................................................................... 8
7.1 Outgoing Integrations ......................................................................................................................... 8
7.1.1 Immediate Export ......................................................................................................................... 8
7.1.2 Exports Delayed By 3 Days ........................................................................................................ 8
7.1.3 Weekly Export ................................................................................................................................ 9
7.1.4 Daily Export .................................................................................................................................. 10
7.1.5 Outgoing message format ..................................................................................................... 11
7.2 Incoming Integrations ....................................................................................................................... 13
7.2.1 Outcomes Mapping .................................................................................................................. 13
7.2.2 Incoming message format ..................................................................................................... 13
7.2.3 Azure Service Bus ...................................................................................................................... 19
7.2.4 Function App ............................................................................................................................... 19
7.3 Messages with errors......................................................................................................................... 20
8 Assumptions .................................................................................................................................................. 21

1
1 Document Information
1.1 Preface
This document provides an overview of the requirements captured by Pythagoras for the
Enquiry Max and Call Centre integration.
Requirements captured to date are outlined and provide details of the consultancy services
and products Pythagoras propose to utilise in meeting Suzuki identified business needs should
the next phase of Delivery be considered. This document forms the basis for all subsequent
project activities.

1.2 Who Should Read This Document

This document should be read by the client Project Team and by the nominated Pythagoras
Project Team.

1.3 Status
The status of this document will be considered as draft until such time that the client has
acknowledged this proposal and its recommendations.
Once approved, this document will be base lined on the relevant version number and any
subsequent changes will be deemed to be change requests.

1.4 Version History

Each version of this document will be given a number. A log will be kept of significant
changes as shown below:

Date Version Author Notes

18/03/2019 0.1 William Brooks Initial draft
19/03/2019 1.0 Wayne Dunn Review and issue
21/03/2019 1.1 William Brooks Client feedback changes
25/03/2019 1.2 William Brooks Outcome changes
25/03/2019 1.3 Wayne Dunn Review and re-issue
28/03/2019 1.4 Wayne Dunn Updated logic

1.5 Additional Reading

Additional reference material for this project should be read in conjunction with this
document.

Document Purpose

Enquiry Max – Gather Describes the specification on which requirements in

Specification v6.pdf this document are based.

2
 Suzuki RTL TDD v2.1.pdf Covers the design of the Real Time Leads Integration
of which this is an extension.

1.6 Document Sign Off

By signing below you accept that the contents of this document are a fair representation of
your requirements and that any additional requirements not specified in this document will
be subject to change control.
Refers to document ref: Suzuki Enquiry Max HLD v1.4.PDF

Name Role Signature Date

Andrew Fairey Programme Manager,
Suzuki GB PLC
CRM Manager, Suzuki
Clair Phillips
GB PLC

Russ Hardy Head of Project

Management,
Pythagoras

Sign off process: For audit and QA purposes, PCL require a signed, scanned copy of this document (ideally the
whole document, however if not possible this page at least), emailing to the PCL Project Manager to confirm sign
off. No other methods are valid.

1.7 Abbreviations
The following table lists the abbreviations used within the document.

Abbreviation Description
API Application Programming Interface
ASB Azure Service Bus
CRM Customer Relationship Management
MFF Magic Flat File
Pythagoras Pythagoras Communications Limited
QA Quality Assurance
Suzuki Suzuki GB PLC
SFTP Secure File Transfer Protocol
UAT User Acceptance Testing

3
2 Requirements
2.1 High Level Requirements:
The below table and subsequent pages detail the requirements identified to date.

REQ Requirement Description

Number

REQ001 Leads need to be exported to the Azure Service Bus that meet the criteria
outlined the Gather Specification (document ref ‘Enquiry Max – Gather
Specification v6.pdf’).
REQ002 Brochure Requests need to be delayed by 3 days prior to export.
REQ003 Additional fields need to be added to the Enquiry Entity to support
outcomes.
REQ004 A way to manually trigger the integration for a Lead such as a workflow is
required.
REQ006 There is a need for a blacklist on the records send to the Assure Service Bus.
A list of First Name/Last Name combinations need to excluded from the
integration. A dynamic implementation for this will be investigated however
it could be a static list.
REQ007 Call Centre Queries created in CRM need to be passed back to the ASB with
their Enquiry Number and to be sent to Enquiry Max with the URN for
Dealers to follow up.
REQ008 A weekly export of customers with Estimated Replacement Dates that
indicate they will be purchasing soon will be sent to the Azure Service Bus
for the Call Centre. This will generate an Enquiry for the contact with the
Campaign Code CMP-01602-Q1G8 and Campaign Name Call Centre Follow
up_Leads. This enquiry must not meet the criteria for the automatic export
to Enquiry Max.
REQ009 A daily export of Motability customers who are 4 months away from the
end of their 3 year agreement will be sent to the Azure Service Bus for the
Call Centre. This will generate an Enquiry for the contact with the Campaign
Code CMP-02568-Y7T6 and Campaign Name 4W_Motability_Call Centre
Follow up_Leads. This enquiry must not meet the criteria for the automatic
export to Enquiry Max.
REQ010 Call Centre needs to create Leads in CRM in the same manner as Real Time
Leads are currently handled.

Azure DevOps will serve as the master repository for requirements after commencement of
the work.

4
3 Solution Overview
The existing integration between Suzuki’s CRM2016 and the external application Aqueduct
(known as Real Time Leads) was developed by Pythagoras as a replacement for the previous
SFTP, MFF and Scribe based solution. This is described in Suzuki RTL TDD v2.1.pdf and is
already in use. It uses the Azure Service Bus and Azure Functions to read messages from the
Azure Service Bus Topic, process these using an Azure Function to create/update CRM and
push a response message onto Azure Service Bus containing the result of integration.
The scope of the work discussed in this document is to expand on that existing integration
and to create integrations for Enquiry Max and the Call Centre according to requirements
provided by Gather in document ref ‘Enquiry Max – Gather Specification v6.pdf’.
The new integration will follow a similar approach to that previously developed. Using Azure
Functions to handle the communications between CRM and Azure Service Bus. The
remaining integration between the Azure Service Bus and Enquiry Max and the Azure Service
Bus and the Call Centre is expected to be completed by the related parties and falls outside
of the scope of this work.
At a high level, the diagram below represents the proposed integration.

Azure

Azure Service Bus Azure Function

Topic Incoming

Integration Logic
Call Centre Subscriptions

CRM

Topic Outgoing
Enquiry Max

Subscriptions

Pythagoras will be responsible for the following parts of the integration:

 Setup ASB
 Build Topics in ASB which will handle the process of integrating the data contained in
the messages into CRM
 Build the Azure function.
Pythagoras will be mindful of Suzuki’s other divisions being catered for in future and try to
keep the solution generic where possible but the current delivery will allow for 4W only, minor
changes will be required in the future to enable other divisions to be incorporated.

5
4 Solution Data Model

This diagram represents the core Microsoft Dynamics CRM entities within the proposed CRM
Solution and how they relate to each other.

Entity records that will be involved the integration:

 Contact
 Business
 Campaign Response
 Enquiry
 Request Model

6
5 Entity Customisations
5.1 Enquiry
The following fields will be added to the Enquiry Entity

Field Name Field Type Description

Transferred Date Confirm Dealer sent from CRM

Enquiry Option Set: Details the Enquiry Max outcome
Status Enquiry created
In progress
Appointment
Created/Updated
Appointment Completed
Offer
Sold
Collection
Lost Sale
Unable to contact
Lead rejected
Deallocated
Model Lookup Lookup to Model entity
Appointment Datetime Dealer confirm test drive taken

6 CRM Workflows & Plugins

CRM workflows will be used to trigger a record for integration to the Azure Service Bus.

7
7 Integrations
7.1 Outgoing Integrations
7.1.1 Immediate Export
Leads that meet the following criteria will be sent for export on change when the criteria are
met:
[Enquiry]. Division = 4W
[Enquiry].Request = Yes
[Contact].4W Preferred Dealership = Contains Data
[Enquiry].Enquiry Origin <> No
OR
[Contact].4W Local Dealership Contains Data
[Request Model].Finance Quote = Yes
OR
[Request Model].Test Drive= Yes
OR
[Request Model].Call Back Enquiry = Yes
OR
[Enquiry].Dealer Contact = Yes
OR
[Enquiry].Arrange an Appointment= Yes
OR
(
[Request Model].Brochure = Yes
AND
[Contact].Phone Number= Contains Data
OR
[Contact].Phone Number= Contains Data
)

7.1.2 Exports Delayed By 3 Days

Leads that meet the following criteria will be delayed for export by 3 days:

8
7.1.3 Weekly Export
Leads that meet the following criteria will export to the Call Centre weekly on a Friday:
[Contact].4W Telephone = Allow
[Contact].Deceased = N
[Contact].4W In Dispute = N
[Contact].Status = Active
AND
(Contact has NO associated 4W [Vehicle Owned] records with Date of Ownership >= Date ERD was
created )
[Contact].Home Phone = IS NOT NULL
OR
[Contact].Mobile Phone = IS NOT NULL
AND
[Contact].Estimate Replacement Date >= Current Date – 22 Days
[Contact].Estimate Replacement Date <Current Date – 15 Days
AND
[Enquiry].Request Date <=Current date –90 Days

9
7.1.4 Daily Export
Leads that meet the following criteria will export to the Call Centre Daily:

10
7.1.5 Outgoing message format
Messages sent to the Azure Service Bus from CRM will be comprised of the following fields.
These fields have been taken from the Gather specification (document ref ‘Enquiry Max –
Gather Specification v6.pdf’) and will make up the JSON message body sent to the ASB.

Field Field Details Entity Clarification

CampaignName Nvarchar Enquiry:

(128) Originating
Campaign

CampaignCode Nvarchar Campaign

(32)

CampaignType Option Set Campaign

Division Option Set Enquiry

Consumer_Type Option Set Contact

Motability Two Options Contact

Y/N

Business_Name Nvarchar Business

(160)

Title Option Set Contact/Enquiry

FirstName_Initial Nvarchar Contact/Enquiry

(50)

Surname Nvarchar Contact/Enquiry

(50)

Home_Phone Nvarchar Contact/Enquiry

(50)

Mobile_Phone Nvarchar Contact/Enquiry

(50)

Primary_Email Email (100) Contact/Enquiry

Allow_Email Two Options Contact

Y/N

Allow_Mail Two Options Contact

Y/N

Allow_Telephone Two Options Contact

Y/N

Allow_SMS Two Options Contact

Y/N

RequestBrochure Two Options Request Models

Y/N

11
RequestAccessoriesBrochure Two Options Request Models
Y/N

RequestElectronicBrochure Two Options Request Models

Y/N

RequestFinanceQuote Two Options Request Models

Y/N

RequestTestDrive Two Options Request Models

Y/N

Models Nvarchar Request Models If multiple models

(50) chosen, this field will
be comma separated
list of Model Names

Source Option Set Enquiry

RequestDealerContact Two Options Enquiry

Y/N

RequestCallback Two Options Request Models

Y/N

Test_Drive_Preferred_Date Date Enquiry

Test_Drive_Preferred_Time_Of_Contact Option Set Enquiry

Enquiry_URL Nvarchar Enquiry

(2000)

MessageToDealer Multiple Enquiry

Lines of Text
(50,000)

4W_Dealer_Contact_SMMT Lookup Contact If present this will be

4W Preferred
Dealership, if that
field isn't populated
it will be 4W Local
Dealership

Estimated_Replacement_Date DateTime Contact

Arrange_An_Appointment Two Options Enquiry

Y/N

Enquiry_Number Nvarchar Enquiry This will be used as

(100) the primary key for
all enquiries for other
databases going
forwards

Enquiry_Status Option Set Enquiry Outcome

Transferred DateTime Enquiry Outcome

12
 Model Nvarchar Enquiry Outcome
(50)

Appointment DateTime Enquiry Outcome

7.2 Incoming Integrations

7.2.1 Outcomes Mapping
The incoming integration will map Outcome and Originator to Enquiry Status as per the
following table.

Outcome Originator Enquiry Status

Enquiry Created/Updated Enquiry Max Enquiry created

Appointment Created/Updated Enquiry Max Appointment Created/Updated

Appointment Completed Enquiry Max Appointment Completed

Offer created and sent Enquiry Max Offer

Offer accepted (Sale) Enquiry Max Sold

Vehicle Handover Enquiry Max Collection

Appointment Trackback Appointment Created/Updated

Further Follow up required Trackback In progress

Message left/no customer response Trackback In progress

No Sales Opportunity Trackback Lost Sale

Wrong contact details Trackback Unable to contact

Call Attempt Trackback In progress

Lead Contacted - no outcome Trackback In progress

recorded
Lead Rejected Enquiry Max Lead rejected

Enquiry - Lost sale Enquiry Max Lost Sale

Deallocated Call Centre Deallocated

7.2.2 Incoming message format

Messages sent to the Azure Service Bus to be imported by CRM will be comprised of the
following fields. These fields have been taken from the RTL specification and use the same
message format.

Field Name Field Format Target Entity CRM Field Blank

Overwrites?

13
Campaign Name Nvarchar(128) Campaign Campaign Name -
Response

Campaign Code Nvarchar(32) Campaign Campaign Code -

Campaign Type Direct Marketing / Event / Campaign Campaign Type -

Email / Press Ad / TV /

Advertorial / Outdoor /

Ambient Media / Online Ad /

PR / Dealer Marketing /
Radio

/ Sponsorship / Competition
/

Survey / Research /
Customer
Services / Website /

Marketing Information

Service

Source Ambient Media, Call, Dealer Enquiry Source N

Contact/Business
Advertising, Internet,

Magazine, Marketing

Campaign, Online

Advertising, Outdoor, Press,

Radio, Referral, Suzuki

Website, Television, Word of

Mouth

Suzuki_Reference _No Nvarchar(15) Contact/Business Suzuki Reference No -

Division 4W/On Road/Off Enquiry / Vehicle Division -

/ Vehicle Owned
Road/ATV/Marine

Consumer_Type Private/Motability/Business Contact/Business Consumer Type / Sales N

1-24/Fleet Type
25+/Demonstrator
Business Name Nvarchar(100) Business Name -

Title Optionset Enquiry Contact Title -

FirstName / Initial Nvarchar(50) Enquiry Contact First Name / Initial -

Surname Nvarchar(50) Enquiry Contact Surname -

Postcode Nvarchar(20) Contact/Business Postcode -

Building Name Nvarchar(250) Contact/Business Building Name Y

House/Flat No Nvarchar(250) Contact/Business Building / Flat No Y

14
Street Nvarchar(250) Contact/Business Street Y

Suburb / District Nvarchar(250) Contact/Business Suburb / District Y

Town / City Nvarchar(80) Contact/Business Town/City Y

County Nvarchar(50) Contact/Business County Y

Home Phone Nvarchar(50) Enquiry Home Phone / N

Contact/Business Business Phone

Mobile Phone Nvarchar(50) Enquiry Contact Mobile Phone N

Work Phone Nvarchar(50) Enquiry Work Phone / Other N

Contact/Business Phone

Primary Email Nvarchar(100) Contact/Business Primary E-mail / Email N

Secondary Email Nvarchar(100) Contact Secondary E-mail N

Occupation Refer to section 9.3 Contact Occupation N

Occupation values in
Detailed Design Doc

Industry Banking/ Construction/ Contact/Business Industry N

Education/ Financial
Services/

IT/ Legal/ Medical/ Motor

Date of Birth DD/MM/YYYY Contact Date of Birth N

Gender Male / Female Contact Gender N

Marital Status Single / Married / Divorced / Contact Marital Status N

Widowed / Cohabiting

Preferred Contact Any / Email / Mail / SMS / Contact/Business {Division) Preferred N

Telephone
Method Contact Method

Allow Email Y/N Contact/Business {Division) Allow Email N

Allow Mail Y/N Contact/Business {Division) Allow Mail N

Allow Telephone Y/N Contact/Business {Division) Allow N

Telephone

Allow SMS Y/N Contact/Business {Division) Allow SMS N

4W Research Y/N Contact/Business Research N

Aftersales Dealership SMMT Code Contact/Business {Division} Aftersales N

Dealership

Preferred Dealership SMMT Code Contact/Business {Division} Preferred N

Dealership

Purchased Dealership SMMT Code Contact/Business {Division} Purchased N

15
 Dealership

Local Dealership SMMT Code Contact/Business {Division} Local N

Dealership

CurrentCarMake Optionset: Enquiry Current Car Make ~

Refer to section 4.2.3.1.1

CurrentCarModel Nvarchar(50) Enquiry Current Car Model ~

ModelDerivative Nvarchar(100) Enquiry Model Derivative ~

PurchaseDate DD/MM/YYYY Enquiry Purchase Date ~

VehicleType Optionset: Enquiry Vehicle Type ~

New/Used/Unknown

Serial / VIN No Nvarchar(100) Enquiry Serial / VIN No ~

Registration Nvarchar(10) Enquiry Registration Number ~

Number

IntendedReplace DD/MM/YYYY Enquiry Intended ~

mentDate
Replacement Date

IntendedReplace Optionset: Enquiry Intended ~

mentCondition
New/Used Replacement

Condition

IntendedSalesType Optionset: Enquiry Intended Sales Type ~

Private/Business 1-24/Fleet
25+/Demonstrator/Motabilit
y

Unsubscribe Y/N Campaign Unsubscribe -

Response

Spam Y/N Campaign Spam -

Response

Soft Bounce Y/N Campaign Soft Bounce -

Response

Hard Bounce Y/N Campaign Hard Bounce -

Response

Gone Away Y/N Campaign Gone Away -

Response

No_of_Opens Integer Campaign No of Opens -

Response

No_of_Click_Throughs Integer Campaign No of Click Throughs -

Response

Competition Entry Y/N Campaign Competition Entry -

Response

16
Test Drive Taken Y/N Campaign Test Drive Taken -
Response

Test Drive Taken Date DD/MM/YYYY Campaign Test Drive Date -

Response

Test Drive DD/MM/YYYY Enquiry Test Drive Preferred -

Date
Preferred Date

Test Drive Morning, Afternoon, Enquiry Test Drive Preferred -

Evening, Anytime Time
Preferred Time of

Contact

Case Type Complaint Y/N Enquiry Case Type: Complaint -

Case Type Enquiry Y/N Enquiry Case Type: Enquiry -

Case Type Keep Me Alto; Alto Accessories; Enquiry Request Request Type: Keep -
Updated Splash; Models Me Updated

Splash Accessories; Swift;

Swift Accessories…

Case Type Request Y/N Enquiry Case Type: Request -

Case Type Dealer Y/N Enquiry Case Type: Dealer -

Contact Contact
Request Type Brochure Alto; Alto Accessories; Enquiry Request Request Type: -
Splash; Models Brochure

Splash Accessories; Swift;

Swift Accessories…

Request Type Alto; Alto Accessories; Enquiry Request Request Type: -

Splash; Models

Accessories Splash Accessories; Swift; Accessories Brochure

Brochure Swift Accessories…

Request Type Alto; Alto Accessories; Enquiry Request Request Type: -

Splash; Models

Brochure Splash Accessories; Swift; Brochure Download

Swift Accessories…

Download

Request Type Finance Alto; Alto Accessories; Enquiry Request Request Type: -
Quote Splash; Models

Splash Accessories; Swift; Finance Quote

Swift Accessories…

Request Type Test Drive Alto; Alto Accessories; Enquiry Request Request Type: Test -
Splash; Models Drive

Splash Accessories; Swift;

Swift Accessories…

Enquiry Type Y/N Enquiry Case Type: Change of -

Ownership
Change of

Ownership

17
Enquiry Type Record Y/N Enquiry Case Type: Record -
Update Update
Request Type Alto; Alto Accessories; Enquiry Request Request Type: Offer -
Splash; Models Information

Offer Information Splash Accessories; Swift;

Swift Accessories…

Request Type Alto; Alto Accessories; Enquiry Request Request Type: Price -
Splash; Models Information

Price Information Splash Accessories; Swift;

Swift Accessories…

Request Type Alto; Alto Accessories; Enquiry Request Request Type: -

Splash; Models

Product Splash Accessories; Swift; Product Information

Swift Accessories…

Information

Request Type Alto; Alto Accessories; Request Models Request Type: -

Splash;

General Enquiry Splash Accessories; Swift; General Enquiry

Swift Accessories…

Request Type Call Back Alto; Alto Accessories; Request Models Request Type: Call -
Enquiry Splash; Back Enquiry

Splash Accessories; Swift;

Swift Accessories…

Request Type Alto; Alto Accessories; Request Models Request Type: -

Splash;

Aftersales Enquiry Splash Accessories; Swift; Aftersales Enquiry

Swift Accessories…

Request Type Other Alto; Alto Accessories; Request Models Request Type: Other -
Splash;

Splash Accessories; Swift;

Swift Accessories…

Question_No Integer Survey Answer Question No. -

Date_Answer DD/MM/YYYY Survey Answer Answer: Date -

Grade_Answer Integer Survey Answer Answer: Grade -

Yes_No_Answer Y/N Survey Answer Answer: Yes / No -

Text_Answer Free Text Survey Answer Answer: Text -

How Did You Find Us Optionset: Enquiry How did you find us? -

Refer to Section 4.2.3.1.1

Subscribe To Y/N Enquiry Subscribe to -

eNewsletter eNewsletter
Enquiry_URL Nvarchar(2000) Enquiry Enquiry URL -

18
 Message_To_Dealer Multiple lines of text Enquiry Message to Dealer -
Nvarchar(4,000)

Call Centre URN Nvarchar(10) Contact Call Centre URN N

Contact Nvarchar(10) Contact Contact Advantage N

URN
Advantage URN

Estimated DD/MM/YYYY Contact Estimated N

Replacement Replacement Date

(ERD)
Date (ERD)

Arrange an Y/N Enquiry Arrange an ~

Appointment Appointment
Outcome Enquiry Created/Updated; Enquiry Enquiry Status N
Appointment
Created/Updated;
Appointment Completed;
Offer created and sent;
Offer accepted (Sale);
Vehicle Handover;
Appointment; Further
Follow up required;
Message left/no customer
response; No Sales
Opportunity; Wrong contact
details; Call Attempt; Lead
Contacted - no outcome
recorded; Lead Rejected;
Enquiry - Lost sale;
Deallocated

Originator Enquiry Max; Trackback; Call

Centre

Transferred DD/MM/YYYY Enquiry Transferred

Model Nvarchar(50) Enquiry Model

Appointment DD/MM/YYYY HH:MM Enquiry Appointment

7.2.3 Azure Service Bus

The Service Bus will be responsible for the communication between Enquiry Max and CRM as
well as the Call Centre and CRM. Separate topics will be used for incoming and outgoing
integrations, Subscriptions will be created on the topics for Enquiry Max and the Call Centre.

7.2.4 Function App

A Function App will handle communication between the Azure Service Bus and CRM. This will
contain the integration and transformation logic.

19
 7.2.4.1 Function Dependencies
The function will use a library developed by Pythagoras which will contain the contract for
the incoming messages and the logic needed to map those messages to CRM entities.
7.2.4.2 Incoming Message Templates
A Message template for incoming messages will utilise the existing message structure for
Real Time Leads. Pythagoras will build the library stated above based on this structure.
Message Template:

mff.json

7.2.4.3 Response Message Template (Incoming integration response)

Message template for the Azure Function response provided by Pythagoras:

response.json

7.2.4.1 Outgoing Message Templates

A Message template for outgoing messages. This templated is based on the Gather
Specification document ref ‘Enquiry Max – Gather Specification v6.pdf’.
Message Template:

Message.json

7.3 Messages with errors

When the Azure function finds an incoming message error (some required information is
missing or is invalid, for instance), the error will be logged in the same manner as in RTL, on
Azure (using out of the box logger for Azure) and in the “Azure Service Bus log” in CRM.
“Azure Service Bus Log” will be expanded to include error detail on the new outgoing
integrations.

20
8 Assumptions
The following assumptions have been made regarding the contents of this document and
subsequent development:
1. The criteria for records to be exported were provided by Gather (in document ref
‘Enquiry Max – Gather Specification v6.pdf’) and will be used as a guide for the
development. It is assumed that this logic is correct.
2. The Real Time Leads integration process is suitable for use by the Call Centre with
minor adaptations.

21