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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Integrate MS CRM with ...
Microsoft Dynamics CRM (Archived)

Integrate MS CRM with Avaya system for standard CTI capabilities

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Posted on by Javed Nehal 625

Hi Folks,

I have a requirement to integrate MS CRM with Avaya system for standard CTI capabilities on the telephone including incoming call management and outgoing call management.

Can someone help me in approach & how much time it would take to do this integration.

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  • Verified answer
    jlattimer Profile Picture
    jlattimer 24,562 on at

    You might check out this solution from the Dynamics Marketplace to see if it suits your needs:

    http://dynamics.pinpoint.microsoft.com/en-US/applications/InGenius-CTI-Connector-for-Microsoft-Dynamics-CRM-and-Telephony-12884933297

  • Suggested answer
    Michael Hammons Profile Picture
    Michael Hammons on at

    If you are mostly interested in inbound/outbound phone calls, another option is intelli-CTI from QGate.

    www.qgate.co.uk/.../intelli-cti-ms-crm.aspx

    Avaya is definitely supported as well as both Dynamics CRM Online and on-premise. it's pretty easy to setup and configure. You can download an eval from their website. It takes less than about 30 minutes to get it installed and configured (assuming you have the TAPI drivers installed on your desktops). We've used this for several clients and they are quite happy with it.

    Telephony integration can be a daunting task unless you are familiar with TAPI/CTAPI or related protocols. In my experience it is much better to go with a supported product than trying to create your own.

  • Suggested answer
    Dynamics Telephony Joe Profile Picture
    Dynamics Telephony Joe 35 on at

    Hi Javed, if you use something like Dynamics Telephony (www.dynamicstelephony.com) it would realistically be an hour or two to get it in on your test CRM instance. Then, have managers and users have a look at the details of how exactly they want it to work - this will be the longest part of the project.

    Best of luck!

  • Community Member Profile Picture
    Community Member on at

    Hi Javed,

    I work for a company called Tenfold that integrates Avaya to MS Dynamics and creates a call log for every call, incoming and outgoing. Some of the information logged for each call include:

    - Call Duration

    - Direction (inbound vs. outbound)

    - Name of user who made or received the call

    - If it's an inbound call, the inbound extension (for example the queue or phone number it came in on)

    - User extension (the extension of the user that answered the call)

    - User device (i.e. cell phone vs. desk phone)

    - Call notes entered by the user

    All of this information is automatically linked to the contact/lead/account by phone number and the user has the flexibility to enter any pertinent information they deem useful. Check out this link: www.tenfold.com/.../avaya

    Hope this helps!

  • Community Member Profile Picture
    Community Member on at

    Hi Javed,

    I work for a company called Tenfold that integrates Avaya to MS Dynamics and creates a call log for every call, incoming and outgoing. Some of the information logged for each call include:

    - Call Duration

    - Direction (inbound vs. outbound)

    - Name of user who made or received the call

    - If it's an inbound call, the inbound extension (for example the queue or phone number it came in on)

    - User extension (the extension of the user that answered the call)

    - User device (i.e. cell phone vs. desk phone)

    - Call notes entered by the user

    All of this information is automatically linked to the contact/lead/account by phone number and the user has the flexibility to enter any pertinent information they deem useful. Check out this link: www.tenfold.com/.../avaya

    Hope this helps!

  • Verified answer
    PollyCurtin Profile Picture
    PollyCurtin 50 on at

    Hi Javed, there are out-of-the-box options on Microsoft AppSource - appsource.microsoft.com/.../apps

  • Suggested answer
    RahulMishra Profile Picture
    RahulMishra on at

    Hi, 

    Check out NovelVox's Smart CTI Connectors that don't just offer standard CTI integration but also equip agents with advanced integrations and interaction handling capabilities. 

    Take a look at the key highlights: https://www.novelvox.com/integrations/ms-dynamics-avaya-cti-connector/ 

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