CTI Integration

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Posted on by gawasdilip

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Hi,

I have a requirement of configuring genesys softphone in USD for CTI. based on the inputs from softphone we have to do some actions in crm. Also crm should be able to send the response to the genesys softphone configured in USD.

Does anyone has any idea regarding this.

Any help on this would be helpful for me.....

Thanks,

Dilip

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AnthonyUliano 455 on at

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Hi Dilip,

Did you ever get an answer to this question?

Regards,

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

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Ajay Ubbott 410 on at

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Hi Dilip,

CRM and CTI are two different applications which are NOT aware of each other and need to be integrated here.

It means - when softphone wants to send an instruction to CRM, it should call a custom web service which does the action in CRM and generates a response based upon CRM's response. You need to write a custom web service for CRM and configure softphone application to call your custom web service when desired.

Hope that helps,

Best Regards,

Ajay

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AnthonyUliano 455 on at

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Hi Dilip,

CTI and CRM integration can be done through USD or through directly embedding an HTML toolbar in Dynamics CRM. AMC Technology has implemented both approaches for our integration with Cisco, Avaya, and Aspect. We don't have integration with Genesys today, but happy to help provide general instructions for how our product integration was accomplished.

Kind Regards,

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

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gawasdilip 2,385 on at

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Thanks Anthony.....

I am using USD for CTI integration. Here i have used the generic listener feature. The call routing to the user machine will be taken care by the third party genesys.

Thanks a lot for the replies..

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AnthonyUliano 455 on at

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Sure Dilip! The generic listener feature on USD is really useful.

Take care,

Tony

Anthony Uliano

Founder/CTO

AMC Technology, LLC

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Anthony, Is it possible to share a high level approach/steps involved in both types of integration (HTML tool bar/USD) and also

Pointers to relevant documentions is appreciated.

best wishes,

harihar

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AnthonyUliano 455 on at

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Hi Harihar,

For the USD approach, it's already well documented by Microsoft and others. Here's a very useful link that may get you started in your research: msdn.microsoft.com/.../dn864977.aspx

For the HTML embedded approach, we built a CTI layer as a Mangaged Solution that provided the cross domain capabilities, along with standard record search and pop, and creating of activities for incoming/outgoing calls. If the user is configured to be an Agent within Dynamics, our softphone will present itself and allow the agent to log into the CTI and perform agent functions, like standard and advanced telephony, work modes, call dispositioning, call attached data, outbound dialing, etc.

Let me know if you would like to talk further about this.

Kind Regards,

Anthony X. Uliano

Founder/CTO

AMC Technology, LLC

www.amctechnology.com

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Anthony, Thank you for providing the details on HTML and USD approaches.

best wishes,

harihar

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Hi Dilip,

Are you open to checking out 3rd party CTI solutions like Tenfold? Tenfold offers seamless integration of MS Dynamics and over 150 phone systems. They offer features such as click to dial, automatic call logging, easy note taking and task creation, screen pops on inbound and outbound calls, new lead/contact creation when no matching records, support for cases/opportunities and advanced analytics.

www.tenfold.com/.../dynamics

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gawasdilip 2,385 on at

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Thanks for the reply Jennymoore..

It was clients call to have this integration for the solution to go with. BTW this link will definitely help to have CTI integration in future with other customers..

Cheers.. Have a wonderful day ahead :)

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