Telephone Integration for MS CRM 4.0 Version: CRM 4.0
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:
It’s possible to start a call directly from within CRM. Therefore a new button is placed in CRM.
With a click a new dialogue which states all available numbers of the regarding CRM-record (e.g. account, contact, lead…) is opened and users can choose the number to dial and start the call immediately.
Furtheron users have got the possibility to use the “direct call” functionality of the Telephone Integration balloon.
The call can be started from the balloon. Recent used numbers are accessible in the context menu.
Integration:
TI provides three interfaces to connect your phone system with MS CRM.
All available features are supported with each integration, thus, TI-functionalities do not depend on the interface.
Direct connection via TAPI (requires TAPI driver)
OCS (Office Communications Services)-integration
Skype integration