Avaya integration with dynamics CRM

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Posted on by Sabih Khan

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I was assigned a task to integrate Avaya System with the Dynamics CRM 2016 (On Prem). It will be great if some can let me know that if its possible integrating with Avaya. in short a little direction on this will be highly helpful.

thanks in advance

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RahulMishra on at

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Avaya integration with dynamics CRM

Hello,

Try integrating Avaya telephony with MS Dynamics using a CTI connector. There are connectors that allow you connect the On-prem version of the Dynamics 365 CRM with a phone system. You may get started with NovelVox’s Smart CTI Connector. Their CTI connectors support both on-prem as well as online MS Dynamics CRM versions.

Hope this helps!!

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Akos Mate on at

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RE: Avaya integration with dynamics CRM

Hi Sabih,

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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Community Member on at

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RE: Avaya integration with dynamics CRM

Hi Vuthy, Tenfold does not particulary require Avaya One-X. They partner with most major CRMs in the market and over 150 phone systems to date. If you're interested in knowing more, you can give them a shout out for a demo here: www.tenfold.com/.../dynamics

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AnthonyUliano 455 on at

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RE: Avaya integration with dynamics CRM

Glad you reached out to me privately, Abdelrhman. Our Strategic Solutions team in charge of our Dynamics Solution will be in touch shortly. If you don't hear back, feel free to reach out to them directly at: TeamMicrosoft@amctechnology.com.

If there's anything more you need from me, please let me know.

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Community Member on at

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RE: Avaya integration with dynamics CRM

Could u please advice me with the steps to connect Microsoft Dynamics with avaya to display Caller info and details once a call even income or outgoing?

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Community Member on at

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RE: Avaya integration with dynamics CRM

Thanks anthony much appreciated.

Here is my email you can forward me the presentation.

imtiaz_pk1@hotmail.com

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AnthonyUliano 455 on at

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RE: Avaya integration with dynamics CRM

Dear Imtiaz,

You posted a similar question on a different post, but for the sake of thoroughness here's the reply.

Our HTML5 approach is an embedded IFrame with cross domain handling so screen pop, user context (what screen they are on), and other data integration can be easily handled through our toolbar. And it's embedded so customers don't have a separate window or browser session open.

Our USD approach works for both on premise and cloud versions. It's a good approach for those that don't mind thick client deployments (USD itself is thick client based) and perhaps have other 3rd party data integration requirements.

I think the best approach depends on your requirements. I hosted a webinar last year regarding the best approach HTML5/USD. I have a presentation that I'm happy to share.

Send me an e-mail and I can forward it to you.

Kind Regards,

Tony

Anthony Uliano

CTO

AMC Technology, LLC

Anthony.Uliano@amctechnology.com

www.amctechnology.com/.../microsoft-dynamics

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RE: Avaya integration with dynamics CRM

Hi Anthony,

For the HTML embbeded toolbar approach i did not get much information how to embbed that in CRM and how it will communicate with our contact center?

Regarding USD this work for both on premises and Online cloud version of dynamics?

What you think which is best approach for call center integration perceptive like softphone for call controls and screen pop etc?

regards

Imtiaz

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AnthonyUliano 455 on at

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RE: Avaya integration with dynamics CRM

Our solution works with Avaya and supports all versions of Dynamics CRM / 365. I'm happy to share more information if you'd like. You can read more for yourself at www.amctechnology.com/.../microsoft-dynamics

Kind Regards,

Tony Uliano

CTO/President

AMC Technology, LLC

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RE: Avaya integration with dynamics CRM

Hello Sabih,

How did it go with your Dynamics Avaya integration? I´ve been assigned with this same task and I would like to know if you had success on this integration.

I would appreciate some information on what you had to do to make this work.

I have Dynamics CRM 2013 (on prem). Would you recommend upgrading to Dynamics CRM 2016 or it would work as well?

Thxs.

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