Telephone Integration Recommendation

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Posted on by D365 Freelancer

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Can anyone recommend a good telephone integration component that integrates with Dynamics 365. The client is looking for the phone to ring and a dynamics 365 contacts/account screen to pop open based on the phone number. Alternatively, a list of matching contacts/accounts will be displayed when more than 1 record matches the calling number.

Preferably the component will be Microsoft and Cisco certified.

Thanks for your help.

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Rahul Mishra 28 on at

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Telephone Integration Recommendation

Hey, there

I got you covered. Considering your requirements, I’d suggest you to get your hands on Cisco CTI connector for Microsoft Dynamics. This integration brings the screen pop feature that displays the caller’s information like name, previous interaction date, etc.,

Check out the Cisco CTI here.

I hope this was helpful.

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AnthonyUliano 455 on at

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RE: Telephone Integration Recommendation

SP9 - What are you trying to accomplish?

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SP9 25 on at

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RE: Telephone Integration Recommendation

Could you please share the source code/details of HTML Webresource?

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Nishant Rana 11,325 Microsoft Employee on at

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RE: Telephone Integration Recommendation

Expertflow connectors can be also be considered, whe had used it for one of our clients.

They had nice features built in and infact added few just for our clients.

https://www.expertflow.com/

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AnthonyUliano 455 on at

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RE: Telephone Integration Recommendation

Hi! Integration with Skype for Dynamics is available out of the box from Microsoft without any additional software, but it's only supports click-to-dial. Here's a link from Microsoft on how to configure that solution: docs.microsoft.com/.../skype-business-integration

If you want inbound and outbound calls through Skype (or through Avaya) our solution supports these functions without an outside Agent app. Customers can either use our native HTML5 embedded softphone or AMC's solution through Microsoft's new Channel Integration Framework. We just hosted a webinar on this with a Q&A from Kumar Ashutosh, a Senior Product Manager with the Microsoft Dynamics Group. You can find the playback here: https://youtu.be/3YNlg-IDIoI

Our platform supports tight integration across a number of communication platforms including Skype, Twilio Flex, Nexmo, RingCentral, Avaya, Cisco, Aspect and others. We're always happy to help answer your specific questions about how best to integrate channels with Microsoft Dynamics. Customers can also use DaVinci, our cloud integration platform, to get started right away by signing up at www.contactcanvas.com/DaVinci In Creators Studio you can select Dynamics and the channels you want (like Avaya and Skype) and get started in a couple of minutes. Check it out and let me know how best I can help you further.

Thanks,

Tony

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Kokulan 18,054 on at

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RE: Telephone Integration Recommendation

We have implemented Sabio integration using a web resource. When the customer calls, the web resource page will be invoked by the Sabio client and we then run a query to find the contact and land on the contact if we find one, if we find multiple, we then display a the list and if none found, we just display caller not found in the system and also provide an option to create a new contact.

https://www.sabio.co.uk/

Hope this helps

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Community Member on at

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RE: Telephone Integration Recommendation

Hello Tony, we are looking for similar solution. We are looking for Avaya or Skype integration. Is it possible without Agent coming into picture. How it can be done ?

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Community Member on at

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RE: Telephone Integration Recommendation

Hello! If you're still searching for a solution, I recommend that you check out Tenfold. Our product supports integration to over 100+ phone systems, so there's a high possibility that the phone system you're using can be integrated with Dynamics 365. Tenfold has a screen pop feature that shows relevant caller information at the moment of interaction. It can also pull up a list of matching records when there are multiple matches or you can easily create a new record when no match is found. www.tenfold.com/.../microsoft-dynamics-365

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AnthonyUliano 455 on at

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RE: Telephone Integration Recommendation

Hi Kranthi, This can be done, but I'd need more information to provide specific advice. What phone system are you using and do you want a case to be created automatically for an agent using Dynamics or even when agents aren't using CRM (for example, creating a case in the background without UI)?

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Community Member on at

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RE: Telephone Integration Recommendation

if customer call to customer care, case should be created automatically in crm.

if anyone done above scenario, Please provide me sample code or documents.

Thanks in advance.

kranthimsd@outlook.com

Regards,

Kranthi.

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