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Microsoft Dynamics CRM (Archived)

CTI integration with multiple tenants - routing/filtering incoming lines

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Posted on by Tom Weiss 5

Hi

Our call center employees receive calls on different lines for organizations 1, 2 and 3. For each of these organizations we operate a D365 CE Tenant.

Can CTI be integrated in such a way that contacts for calls on line 1 are searched only in tenant 1, for line 2 only in tenant 2, etc.? 
If not, could at least the incoming calls of line 1 be filtered so that only these contacts are looked up in tenant 1 (which by far contains the most contacts)?

Neither of the two options can be realized with the add-ons of the third party providers requested so far (QGate, MSCRM).

Can this be realized with USD or does anyone know an add-on that can do this?

Thanks in advance!

*This post is locked for comments

  • Francisco Murtinheira Profile Picture
    Francisco Murtinheira on at
    RE: CTI integration with multiple tenants - routing/filtering incoming lines

    Hello Tom,

    There are a couple of open source connectors available, or as an alternative if none of these work, you can try to develop your own connector with custom logic, by following our documentation.

    docs.microsoft.com/.../create-cti-connector

    docs.microsoft.com/.../create-cti-desktop-manager

    docs.microsoft.com/.../create-cti-control

  • Tom Weiss Profile Picture
    Tom Weiss 5 on at
    RE: CTI integration with multiple tenants - routing/filtering incoming lines

    Hello Francisco

    Ok, in that case we will implement CTI only for one instance.

    You wrote "and then implement a CTI connector to capture lines 1, 2 and 3".
    That's exactly the point: so far I haven't found a CTI connector that can be set to capture only certain lines (as I already said: all 5 lines are forwarded via the telephony software to the same telephones).

    I'm not even sure whether the number of the line on which the call comes in is even passed on to the CTI connector? If yes, do you know a connector that can do this?

  • Francisco Murtinheira Profile Picture
    Francisco Murtinheira on at
    RE: CTI integration with multiple tenants - routing/filtering incoming lines

    Hello Tom,

    If you connect USD with instance 1, and then implement a CTI connector to capture lines 1, 2 and 3, then your USD will only have access to the data of the instance that it is connected with.

    As mentioned on my previous comment, USD connects only with 1 instance at a time. So if you are just looking to manage the company Acme1 , you can do a simple USD implementation on that instance.

    To manage more than 1 instance, that is where it gets complicated, as we need to either connect all instances into 1 , or have multiple USD clients open with a Citrix farm.

  • Tom Weiss Profile Picture
    Tom Weiss 5 on at
    RE: CTI integration with multiple tenants - routing/filtering incoming lines

    Hi

    Thank you for your explanations. First of all I have to correct my description: we run only one tenant, which includes several instances for different companies. Sorry, I got that mixed up.

    All calls on lines 1-5 are distributed to the employees in turn by the telephony software. This means that all employees serve customers of several companies (Acme1, Acme2, Acme3), for each of which we operate a D365 instance.

    Probably there is no simple solution to realize CTI with several instances (CTI add-ons can also be linked to one instance only).
    It would already be satisfactory for us if we could implement CTI for Instance1 only (by far the largest).

    This would look like this:

    Incoming phone line

    Company/Brand

    D365 Instance

    CTI

    Contact Center Agent

    xxx1

    Acme1 (Brand1)

    Instance1

    Yes

    A, B, C, D, …

    xxx2

    Acme1 (Brand2)

    Instance1

    Yes

    A, B, C, D, …

    xxx3

    Acme1 (Brand3)

    Instance1

    Yes

    A, B, C, D, …

    xxx4

    Acme2

    Instance2

    No

    A, B, C, D, …

    xxx5

    Acme3

    Instance3

    No

    A, B, C, D, …

    But then we have to make sure that contacts of incoming calls on lines 4 and 5 are not searched/opened in Instance1 (because they are calling as customers of Acme2 or Acme3). 
    In other words, only calls on phone lines 1-3 should be searched/opened in D365 Instance1.

    Do you see a possible way to filter the incoming lines like this?

  • Suggested answer
    Francisco Murtinheira Profile Picture
    Francisco Murtinheira on at
    RE: CTI integration with multiple tenants - routing/filtering incoming lines

    Hello,

    The way USD works, is that you have a client that connects with a specific organization, using a specific user.

    This means that calls made in line 1 will be redirected automatically to tenant 1. However, the situation where you have 1 user connected to 3 organizations simultaneously through USD is not currently possible. You cannot get calls from organization/line 2 while USD is connected with organization/line 1.

    There are other options that you can explore, however none of them are optimal.

    For example:

    - Using virtual entities to integrate all 3 organizations into 1.

    - Using a Citrix farm to have 3 USD clients open (one for each line).

    - Separating your users per line, so that a user only works on a specific line. This way he would only need the USD for the corresponding line.

    What are your business requirements to implement this, so we can try and think of a more suitable solution ?

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