CRM Dynamics 365 on premises integration with Avaya

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Posted on by MDeeb

Hi All,

I have integration between CRM Dynamics 365 on premises and Avaya call center, as I know CRM services are by default exposed for all entities, and the job needed is calling these services from Avaya to push the calls into CRM and open related screens, can any one please guide me through this?

Thank you in advance.

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Vikas Gupta 2,626 on at

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There are many ways to do it. i just want to know on which you want to push the call into CRM.

if you want to generate the call record in CRM once you receive the call on AVAYA then you need to use PABX telephonic integration 3rd party tool to integrate the call record into CRM.

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MDeeb 92 on at

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Thank you Vikas, the scope is I want to generate a web service that interacts with Avaya call center to show pop up screen (Contact , lead , account) for the caller. Avaya will handle the code, from my side is to generate the service so that they can push, no third party app is needed here.

Thank you,

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Community Member on at

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Hi MDeeb, if you are still having a hard time with this, you might want to check out AMC's softphone toolbar for Dynamics (amctechnology.com/.../microsoft-dynamics). Best of luck,

Brian

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Akos Mate on at

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Hi Mohammad,

You have probably found your answer by now, but in case you are still in search for a solution, the easiest way of doing that would be to embed a web application into Dynamics that is capable of consuming Avaya CTI events and also communicate with the CRM system

We at Geomant have created our own API on CRM, which follows the guidelines of Open CTI, and also create our own application, Desktop Connect, that can add Avaya voice functionality into Dynamics CRM (2013, 2016, Online, 365) basically every system starting from 6.0. Desktop Connect, can be consumed as a service from the cloud or installed onpremise.

Check out the following short video

Akos

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Rahul Mishra 38 on at

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Hi Mohammad,

The best way to bring your Avaya telephony system to your MSD CRM is to bring a CTI connector in place. I personally suggest the Smart Connectors from NovelVox. They are easy to set up and have truly the best support system. But most of all, they bring all the necessary features like ScreenPop, Click to Dial, and extensive call management tools to your MSD CRM.

You just can’t go wrong with these.

Visit this link to learn more: https://www.novelvox.com/cti-connector/ms-dynamics/

Hope this helps,

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