CTI integration development

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Posted on by Community Member

Hi,

I don't know if this is the correct place to ask this., If not please be gently and guide me to the right place.

I need to integrate Microsoft Dynamics CRM Online with Oracle Call Center Anywhere AKA CCA.

I had about a week looking for some info but all the info that i find is about USD (Unified Service Desk) but what i need is integrate with the online CRM not Client side.

Just like i did in Salesforce CRM

If there is a way to do it or i am forced to use the Unified Serivice Desk (USD) at all?

If it is a way what i need is a simple start on how to develop in a CTI SoftPhone panel or something like that in the CRM Online organization website.

Please any help will be very appreciated you can write me to my personal email alfredoluis.torres@gmail.com the company email torresal@promero.com or maybe answer here and be notified.

Thank you very much in advance for you kindly help

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ansrikanth 3,115 on at

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Hi,

Not pretty sure about Oracle CCA, but what do you mean by integration of CRM and CCA ?

You mean, transfer data from CRM to CCA or any thing specific to UI Automation ?

How come the CTI integration came in to picture ? If you are planning to use USD, they do have already some basic lay out placed in USD for CTI. If not, you can opt for some third party vendors who are providing plugins for CTI in CRM.

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razdynamics 17,308 User Group Leader on at

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Hi Alfredo, You do not need USD to have CTI, infact USD used to be called CCA in the earlier days so that may be where the confusion lies. There isnt a standard CTI solution for Dynamics CRM as it varies from telephony and vendor. Some require an agent to be installed on every users machine, and some dont. I think that is why USD was recommened as it has a control for CTI available to be consumed, but this still requires development for it to work with telephony vendors. Most Telephony Vendors have started to provide CTI integration for dynamics. and popular ISV providers for CTI include Qgate.

I hope this helps? Kindly Verify :)

Best Wishes, Raz

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Community Member on at

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Nope I dont want to try any third vendor

Thanks

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razdynamics 17,308 User Group Leader on at

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OK, so you can either use the CTI control within USD, or you can develop your own Agent for Dynamics CRM

Here is the for CRM SDK : www.microsoft.com/.../details.aspx

Here is your Link for the USD SDK : msdn.microsoft.com/.../dn864923.aspx

Hope this helps, Kindly Verify :)

Best Wishes, Raz

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Community Member on at

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I try to find the way to make the CTI integration but appear that the only way is through USD and that was my question if exist a way to do not through USD.

If you can guide me to the way to do it without the USD if not I will close the post.

Thanks

Alfredo Torres

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Community Member on at

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Community Member on at

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Hi Alfredo,

Are you open to suggestions for a CTI solution that can integrate MS Dynamics to your phone system? You can check out a company called Tenfold as they offer a free trial to test out if this suits your business. Tenfold offers seamless integration and has features such as click to dial, automatic call logging, easy note taking and task creation, screen pops on inbound and outbound calls, new lead/contact creation when no matching records, support for cases/opportunities and advanced analytics. You can check them out on the link below.

www.tenfold.com/.../dynamics

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Community Member on at

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Hi,

Thanks for your response,

No, I am not interested in another integration software I am interested in doing the connector by my own as I did with salesforce.

Best Regards

Alfredo

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