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Dynamics 365 Community / Forums / Microsoft Dynamics AX (Archived) / CISCO/AX Phone integra...
Microsoft Dynamics AX (Archived)

CISCO/AX Phone integration

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Posted on by Community Member

Hi All,

 

I am are looking for a suitable plug-in for connecting AX 2012 R2 with the client’s CISCO phone system. Could you please let me know of any such AX/Cisco plug-ins that you are using in your respective projects or have used in the past, so that I may have a few options to choose from. Your help is much appreciated.

 

Thanks & Regards,

Amit Shukla

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  • Brandon Wiese Profile Picture
    Brandon Wiese 17,788 on at

    Does Cisco provide a TAPI compliant driver?

  • Community Member Profile Picture
    Community Member on at

    Hi Brandon,

    Yes, Cisco does provide TAPI compliant drivers.

  • Verified answer
    Brandon Wiese Profile Picture
    Brandon Wiese 17,788 on at

    It looks like 2012 still supports TAPI integration.

    I don't know how much of the TAPI features in AX are documented well or at all.  Basically, each user must use Set active line device to identify which provider to use.  This is done under Sales and marketing, Setup, Telephony, Phone parameters.  The Cisco one should stand out.

    At that point, AX should dial when clicking on the icon next to any phone number.  This works best when your phone numbers are stored in canonical form, i.e. 1 (xxx) yyy-zzzz in North America for example.  You can test if the TAPI driver is setup correctly by dialing from Outlook also.

    To have AX react to inbound calls, you must change your user options, i.e. Tools, Options, General pane, Miscellaneous fast tab, and check the Activate answer checkbox under the Telephony field group.

    In my experience, the TAPI integration is flaky.  The same form will open multiple times, and it will get confused, and phone systems can sometimes produce events in an odd sequence or skip events at odd times.  Some development definitely required to make this work smoothly.

    If you're trying to use TAPI on a terminal server, you'll need Third Party drivers.  That doesn't mean you need drivers written by someone other than Cisco.  Third Party in this context means a special driver that allows all line devices to be available to users.  

  • Community Member Profile Picture
    Community Member on at

    Thanks a lot for the reply Brandon.

  • Community Member Profile Picture
    Community Member on at

    Hi Amit. There are plenty of CTI providers out there. I suggest you look at Tenfold, which supports both Dynamics and Cisco. https://www.tenfold.com/integrations/dynamics/cisco

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