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Is there any way to open GP customer form from a call center Program?The requirement is agent is taking calls and based on the phone number the GP customer master window should be open and the customer record must be populated..Is this possible?
Thanks
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I understand you want the customer window to "pop" open, loaded with the customer details, when an inbound call is pushed to the telesales operator by the call center software.
The API (programming interface) to call center software varies from phone system to phone system, it is generally very proprietary. I know it can can be costly to to get access to the phone system API keys, my experience is with MITEL call center IP telephony that we use for tele-sales. Sometimes to access the API you even have to become a developer partner company to do this (very protected ecosystem).
I suspect you would end up needing a GP integration company to develop a custom solution to marry with your phone system and the way you want to use it.
Some phone systems let you import an "address book" of phone numbers to account numbers and names. If this is possible, it could be scheduled to take its records nightly from your GP RM00101 database table for customers.
It may be that your phone call center software can generate a URL request, using a template URL format, injecting the account number belonging to the inbound phone call calling line identifier. If this is the case, or if you could get your phone system provider to provide such push functionality, then it may be possible to use the custom protocol provider functionality in GP to pop the customer window.
see my post on the handler here: [View:http://www.timwappat.info/post/2015/08/20/Asynchronous-pluggable-Protocol-Handler-for-Dynamics-GP-(or-drilldowndrllback):750:50]
Alternatively a small companion app could be developed as a go between GP and the phone system, that runs on the user desktop.
All in all due to the nature of the integration, I suspect this will be a bespoke solution. There are relatively not many of us using GP for call center activity.
Feel free to contact me if you need further advice.
Its a few years since I checked the market for GP integrations, so do try that first, which I guess is what your post here is about!
Tim
Thankyou for the reply..could you please explain the customizations required to achieve this?
Or you can just create SQL Views where your agents can pull up the needed data.
Plot it on an Excel file or a VB program you need to create. :)
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