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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / CTI integration with M...
Customer experience | Sales, Customer Insights,...
Answered

CTI integration with Microsoft Teams Voice - Direct Routing

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Posted on by mjadams1958 9

Just implementing fairly complex Business Central and Dynamics MSP environment.  I want use CTI integration with our Microsoft Voice Teams Direct routing set up to automated screen popping based on incoming call CTI data.  

I have the same question (0)
  • Rahul Mishra Profile Picture
    Rahul Mishra 38 on at
    Hi @mjadams1958!

    There is an easy way to integrate CTI to your Microsoft Voice Teams. You can go for the NovelVox CTI connector for this. It could be a strong fit for you for so many reasons. The first reason is it allows for real time call data to trigger automatic screen pop ups in Business central, Dynamics 365, or any other connected system. NovelVox CTI connector acts as the bridge between Business Central/Dynamics and Microsoft Teams Voice that unifies and simplifies communication and data flow.

    Reach out to the NovelVox for more information
    https://www.novelvox.com/cti-connector/ms-dynamics/
     
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,841 Moderator on at
    Hello mjadams1958,
     

    Implementing CTI (Computer Telephony Integration) in a complex Business Central and Dynamics 365 MSP environment with Microsoft Voice Teams Direct Routing is a powerful way to streamline customer interactions. Here's a breakdown of how to approach this, along with key considerations:

    Understanding the Components:

    • Business Central/Dynamics 365: Your core business application.
    • Microsoft Voice Teams Direct Routing: Your telephony infrastructure, connecting Teams to your PSTN.
    • CTI Integration: The bridge between your telephony system (Teams Direct Routing) and your business application (Business Central/Dynamics 365).
    • Screen Popping: The automatic display of relevant customer records in Business Central/Dynamics 365 based on incoming call data.

      •  

    Key Steps and Considerations:

    1. Choose a CTI Integration Solution:

       

      • You'll need a CTI solution that can connect Microsoft Teams Direct Routing to Business Central/Dynamics 365.

      • Options include:

        • Third-Party CTI Providers: Many providers specialize in CTI integration for Dynamics 365 and can often handle Business Central as well. Look for solutions that explicitly support Teams Direct Routing.

        • Custom Development: If you have development resources, you can build a custom CTI integration using the Microsoft Graph API (for Teams) and the Business Central/Dynamics 365 APIs. 

      • When choosing a provider, consider:

        • Compatibility with Teams Direct Routing.

        • Support for Business Central and Dynamics 365.

        • Screen popping capabilities.

        • Call logging and activity tracking.

        • Scalability and reliability.

        • Cost.  

    2. Data Mapping:

      • Determine which call data (e.g., caller ID, dialed number, call context) you need to use for screen popping.

      • Map this data to the corresponding fields in Business Central/Dynamics 365.

      • For example:

        • Caller ID -> Customer phone number.

        • Dialed number -> Service queue or department. 
         

    3. Screen Pop Logic:

       

      • Define the logic for screen popping.

      • Common scenarios:

        • Search for existing customer records based on caller ID.

        • Create new customer records if no match is found.

        • Display relevant case or opportunity records based on call context.

        • Open the correct Business central page based on the dialed number. 

      • Consider:

        • Handling multiple matches.

        • Handling unknown callers.

        • Providing user options for record selection.  

    4. Integration Development/Configuration:

      • Follow the provider's documentation or your custom development plan to configure the CTI integration.

      • This may involve:

        • Installing CTI software or connectors.

        • Configuring API endpoints.

        • Defining data mappings.

        • Setting up screen pop logic. 
         

    5. Testing:

       

      • Thoroughly test the CTI integration in a staging environment.

      • Test various call scenarios:

        • Incoming calls from known customers.

        • Incoming calls from unknown callers.

        • Different call contexts. 

      • Verify that screen popping works correctly and that data is mapped accurately.

    6. Deployment and Training:

       

      • Deploy the CTI integration to your production environment.

      • Provide comprehensive training to your users on how to use the CTI integration.

    7. Ongoing Maintenance:

      • Monitor the CTI integration for performance and errors.

      • Keep the CTI software and connectors up to date.

      • Adapt the integration as your business needs evolve.


        •  

      8.  

    Technical Considerations:

    • Microsoft Graph API: If you're building a custom integration, the Microsoft Graph API is essential for interacting with Teams Direct Routing.
    • Business Central/Dynamics 365 APIs: You'll need to use the relevant APIs to access and manipulate data in Business Central/Dynamics 365.
    • Security: Implement robust security measures to protect sensitive call data.
    • Performance: Optimize the CTI integration for performance to minimize delays in screen popping.

      •  

    Example Scenario:

    1. A customer calls your support line via Teams Direct Routing.
    2. The CTI integration retrieves the caller ID.
    3. The integration searches Business Central/Dynamics 365 for a customer record with a matching phone number.
    4. If a match is found, the customer record is automatically displayed in Business Central/Dynamics 365.
    5. If no match is found, the integration prompts the user to create a new customer record.

      6.  

    By carefully planning and implementing your CTI integration, you can significantly improve customer service efficiency and provide a more seamless experience for your users.

     
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.
     
    My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.
     
    Regards,
    Daivat Vartak

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