Telephone Integration for Microsoft CRM

TAPI Telephone Integration connects your telephone system(PBX) with Microsoft CRM 2011 On-Premise or Online.

Incoming Calls

If an incoming call is detected, a window pops up from the taskbar displaying details of the caller. The information shown in this balloon depends on the server-settings and if the number can be found within CRM. If so, it shows up e.g. name, number, e-mail address, etc.. and the regarding entry is opened automatically.

Outgoing Calls

A click to dial button is placed within crm to dial directly from CRM.

With a click a new dialogue which lists all available numbers from the open CRM record (e.g. account, contact, lead…). Users can choose the number to dial and start the call immediately.

Calls can also be started from the call balloon which also shows a list of recently dialed numbers.

Integration

TI provides three interfaces to connect your phone system with MS CRM. All available features are supported with each integration.

• Direct connection via TAPI (requires TAPI driver)
• OCS (Office Communications Services)-integration
• Skype integration

Activities

The integration is capable to create activities on both, incoming and outgoing calls. Each client can be configured to create new phone call activities ind if a new activity should be created for unrecognized or unknow callers.

History

Telephone Integration keeps detailed track on previous calls. This allows analysis of calling times and and quickly call back by selecting a previous phone call. Additionally, the history allows users to create contacts, account, phone call activities.

Successfully tested on:

• ALCATEL OmniPCX Office
• Nortel BCM 50
• Siemens HiPath 3550 V5.0 / Hipath 3000
• 3com VOIP system, SuperStack 3 NBX Network Telephony
• Televantage 6
• Avaya S8500 Communication Manager 3.1
• Auerswald Commander Basic 2
• Cisco Call Manager
• Asterisk with xTelsio-TAPI-driver
• Samsung DCS

A module is available to test TAPI compliance prior to purchase