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Hi, I am investigating how a telephone integration (TAPI/CTI?) can be done with Microsoft Dynamics AX 2009. However I am having trouble finding a good and in depth description of all the steps needed to actually create the Telephone integration ( for telemarketing purposes ).
I have found a short description here: http://daxguy.blogspot.com/2006/11/setting-up-tapi-interface-in-axapta.html .
So my question is, can somebody give me a good step by step procedure on how to integrate and configure MS dynamics AX 2009 with a telephone integration. And if possible also describe the required hardware and possibly connection software to make all of it work.
Thanks in advance
The desciption on the site that you mentioned is OK.
Ax will need a bridge to your hardware.
Ax will be able to comunicate to that bridge. Software should be included with your hardware.
What type of hardware do you have?
here are steps to setup TAPI integration:
1. Setup default parameters in CRM\Setup\Parameters tab Telephony
2. Setup Activate answer in User options
3. Initialization of TAPI interface CRM\Setup\Contact management\Telephony\Phone parameters (Set Active line to "your TAPI bridge/link")
4. Restart Axapta and make sure TAPI interface works
The information above and on the website you mention are correct. I've set it up now with two different pbx. You need a tapi driver for you pbx and install this on each pc. This is the so called bridge by Volodymyr.
However, I never succeeded in using it, as there is very strang behavior when passing the telephone number. If I have +32 2 123 12 12, which is correct in my region, it dials 022 123 12 12. I tested with maybe 100 combination is the Telephone and fax settings of my computer, but it seems this doesn't change a thing.
So, it works, but useless, like a lot of AX features.
Have you tried to configure Windows: Control panel\Phone and modem
Then select my location and press edit. And try playing with all parameters.
Please let me know if I can help somehow.
Thanks for your answer.
Altough, I tried for more than 20 hours with all different combinations in windows control panel. There is imho, no good explanation of what windows will do with what setting. There should be an option to ignore anything and just dial what is in the windows form field. I also don't understand why there should be. If I put +32 XXX YYYYYYYY, this will work when calling in my region, in my country, in any country. We format all our numbers like that. Never any problem
For the moment, I solved with software for my pbx, which can dial any form field and put an icon next to it.
But when you like to use the option to add an event with text in AX, this is not possible.
For any integration issues, you may try Tenfold. Tenfold offers integrations with more than 150 phone systems and and CRMs. It offers features like click to dial and call pop ups and is really easy to set up. You can check out their integrations at www.tenfold.com/integrations
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