Integration with telephony

On this page:

• integration via Microsoft Office Communication Server;
• integration with Avaya IP Office;
• integration with Cisco contact centers;
• integration with TAPI telephony;
• integration with other contact centers.

For those organizations that use Microsoft Dynamics CRM to automate their call centers NaviCon Group offers integration of Microsoft Dynamics CRM with Microsoft Office Communication Server and with other contact centers of various manufacturers, including: 3Com, Alcatel, Avaya, Cisco, Nortel, Siemens.

Integration via Microsoft Office Communication Server. The integration is realized via a special Agent Communicator Panel (add-in) component. This module adds to Microsoft Dynamics CRM interface a special Agent Communications Panel tab, the latter being responsible for communication with Microsoft Office Communication Server.

Agent Communications Panel allows:

• to manage the user’s current workload status;
• to answer the incoming calls;
• to call customers from Microsoft Dynamics CRM database;
• to exchange text messages with contacts from Microsoft Dynamics CRM database;
• to register calls and relation histories with Microsoft Dynamics CRM contacts.

Integration with Avaya IP Office. Integration of Microsoft Dynamics CRM 4.0 and Avaya IP Office is done via the IPL connector that searches the data in Microsoft Dynamics CRM base by the phone number; automatically registers all incoming and outgoing calls, makes calls from Microsoft Dynamics CRM interface and uses the data from both systems to build extended analytical reports.

IPL functions include:

• link between the call and the selected Microsoft Dynamics CRM object;
• booking of call beginnings, endings, and durations;
• booking of missed calls with the link to a corresponding employee; definition of the subscriber and the time of his call;
• internal subscriber’s status control (the line is busy, the phone of workstation is blocked, etc.).
• role setup for functional user groups, e.g., for contact center employees, sales or service departments, for department managers, etc.;
• possibility to setup the working parameters from Microsoft Dynamics CRM interface.

This module is shipped as a ready solution with the possibility of future development (program codes are supplied); the detailed technical instructions and user manuals in Russian are included.

Integration with Cisco contact cernters. Cisco Unified CallConnector for Microsoft Dynamics CRM is used to integrate Microsoft Dynamics CRM with Cisco Unified Communication Manager and Cisco Unified Contact Center.

Cisco Unified CallConnector module offers a range of functions that include:

• possibility to make and to get calls via PC or phone, using the Microsoft Dynamics CRM interace.
• overview of the last customer activities, task control, reports regarding previous calls and customer-related documents;
• possibility to check the colleagues’ availability;
• automatic data collection about customer interactions;
• remote users’ support.

Telephony integration by TAPI protocol. To provide integration between Microsoft Dynamics CRM and contact centers by TAPI protocol an additional c360:CTI module was designed. It allows:

• to define the contact and to open its card during the incoming call;
• to register activities during incoming and outgoing calls;
• to make outgoing calls.
• to use this product the contact center must support TAPI protocol.

The following allows the usage of c360:CTI module:

• Alcatel OminPCX Office.
• Nortel BCM 50.
• Siemens HiPath 3550 v5.0.
• 3Com VOIP system, SuperStack 3 NBX Network Telephony.
• Televantage 6.
• Avaya S8500 Communication Manager 3.1.

Integration with other contact centers. In general, the manufacturers of the call centers provide the software for integration of this call center with Microsoft Dynamics CRM. Nortel and Alcatel-Lucent (Genesys) can serve as an example.

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