Application Description
Telephone Integration( CTI ) connects your telephone system (PBX) with:
- Microsoft CRM 2011 On-Premise
- Microsoft CRM Online
- Microsoft CRM 4.0
Incoming Calls:
If an incoming call is detected, a window pops up from the taskbar displaying details of the caller e.g. name, number, e-mail address, etc.. and the regarding entry in CRM is opened automatically.
Outgoing Calls:
It’s possible to start a call directly from within CRM. Click to Call functionality. Therefore a new button is placed in CRM.
With a click a new dialogue which states all available numbers of the regarding CRM-record (e.g. account, contact, lead…) is opened and users can choose the number to dial and start the call immediately.
Integration:
TI provides three interfaces to connect your phone system with MS CRM.
- TAPI
- OCS/Lync -integration
- Skype integration
Activities:
The Add-on is capable to create activities on both, incoming and outgoing calls.
History:
Telephone Integration keeps detailed track on previous calls. This allows to analyse calling times and quickly call back by selecting any previous phone call.
Successfully tested on:
- ALCATEL OmniPCX Office
- Nortel BCM 50
- Siemens HiPath 3550 V5.0 / Hipath 3000
- 3com VOIP system, SuperStack 3 NBX Network Telephony
- Televantage 6
- Avaya S8500 Communication Manager 3.1
- Auerswald Commander Basic 2
- Cisco Call Manager
- Asterisk with xTelsio-TAPI-driver
Telephone Integration for Microsoft Dynamics CRM has not been reviewed by any customers.
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The views and opinions submitted and expressed here are not those of Microsoft.
