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Microsoft Dynamics CRM 4 : Digital Phone Integration (part 1)

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5/5/2013 6:27:40 PM

1. TAPI Architecture Defined

From the end-user perceptive, the architecture of a digital telephone integration is simple: End users have a physical phone and a computer that has the TAPI client that interacts with the phone system. Figure 1 shows the physical layout from an end-user perceptive.

Figure 1. VoIP physical landscape.

However, the software behind the functions has a lot of complex integration. Several software interface layers allow endless possibilities for integration. Figure 2 shows the different interfaces available. For example, you can have an array of different phone systems (VoIP solutions from Avaya and Cisco, and you can have non-VoIP solutions that can interface with TSPI) and services that are potentially connected in the TSPI layer. The TSPI interface unifies all communication for the TAPI to be used for the end-user solution.

Figure 2. TAPI interface landscape.


A practical use for this applies to this scenario: We have various call centers distributed throughout the world using different phone systems, but the company has a single CRM solution using Microsoft Dynamics CRM. So, when the customer calls any call center in the company, the TAPI client should be able to query the CRM system.

The TAPI layer, as shown in the Figure 7.2, can be connected to several hardware interfaces. Therefore, you can use a spectrum of physical phones and have a mixed environment.

2. Telephony Manufacturers/Third-Party Solutions (SIP-Based Solutions)

The telephone manufacturers mentioned in this section have partnered with Microsoft to develop their own solutions for their telephone systems, and offer out-of-the-box solutions for integration with Microsoft Dynamics CRM.

2.1 Microsoft Office Communication Server (OCS) R2 Agent Communications Panel for Microsoft Dynamics CRM 4.0

The Agent Communications Panel is integrated into the Microsoft Dynamics CRM 4.0 web application. The Agent Communications Panel enables users to telephone others (to make and receive calls), to instant message (IM) co-workers and customers, and to make conference calls. The link between your communication system and the Microsoft Dynamics CRM application enables you to have access to all of your customer information.

Figure 3 shows a sample of the Agent Communications Panel interacting with Microsoft Dynamics.

Figure 3. Sample Agent Communications Panel.


Note

This integration was primarily designed for service agents. However, this solution can be used by salespeople, too.


The Agent Communications Panel has the following components:

  • The Conversations pane displays active conversations.

  • The Customer tab enables you to access the customer information for the active conversations. You can view and edit the customer contact or account form. You can also add a new activity record to log your conversation.

  • The New Call tab enables you to contact customers or colleges. You can communicate with the customers or other contacts via telephone or IM.

  • You can also manage your Contacts list.

  • Share presence status with others. You can choose to grant more access to certain teams regarding your status.

  • Switching between voice devices enables you to be able to switch phones without the other person noticing a difference.

Note

This is a SIP-based system, designed for the new server-client communication system. Microsoft Office Communicator 2007 R2 is supported.


Server Components

Requirements: Ensure that .NET 3.5 SP1 is installed on both the server and the client machines running Microsoft Dynamics CRM 4.0.

Installing the Agent Communications Panel
1.
Log on to the server as a Microsoft Dynamics CRM deployment administrator.

2.
Launch the install package.

3.
Review and accept the license agreement, and then click Install.

4.
Click Finish.

Customizing the Agent Communications Panel

With the Agent Communications Panel, you can customize organization-specific elements on the user interface. The following customizing options are available:

  • Configure the Response Group Service feature. This enables you to have a communication agent system in your organization. This feature allows you to have specialized groups of people in the call center who can help customers based on the data in certain fields.

  • Change the default form for the customer information. Allows companies to use the same contact record and have a customized form for different groups of people (Sales, Marketing, or Service).

  • Create custom buttons. Allows quick-access buttons with customized functions.

Configuring the Response Group Service Integration Feature

The Response Group Service is a new feature in Microsoft Office Communications Server 2007 R2. This is a powerful feature that can help direct the communication and the information directly to the engaged user.

It enables administrators to create and configure workflows to route and queue incoming conversations. For example, if an engineer requires assistance from the product company, the engineer places a call to the service call center for the product. The Communication Server should retrieve the relevant information about the caller from the Microsoft Dynamics CRM system. The Communication Server can initiate a workflow, which can analyze the call time and the caller and refer to a scheduled activity. At that point, the system can transfer the call to the person with the specialized skills to handle it.

To configure the Response Group Service integration feature, follow these steps:

1.
In the CRM application, select Settings, Agent Communications Parameters.

2.
Open ResponseGroupServiceIntegration. To enable the Response Group Service integration feature, set Parameter Value to True, and then click Save and Close.

3.
Open ResponseGroupServiceWebServiceUri. Enter the URL of the Response Group web service (https://<OCS_Server>/rgs/clients/ProxyService.asmx), and then click Save and Close.

Changing the Default Form for the Customer Information

You can specify the form that displays when a user clicks the Customer button under the Customer tab. The customer information can be displayed in either the contact or account form. The contact form is the default view used.

To change the default form, follow these steps:

1.
In the CRM application, select Settings, Agent Communications Parameters.

2.
Open CustomerFormDisplayed, set Parameter Value to either Contact or Account, and then click Save and Close.

Creating Custom Buttons

You can create custom buttons to add to the Agent Communications Panel user interface. Custom buttons can be added to either the Customer or Resources tab and can be used to support applications such as call scripting and knowledge bases.

Note

The maximum number of buttons allowed per tab, including the default buttons, is 10.


To create a custom button, follow these steps:

1.
In the CRM application, select Settings, Agent Communications Buttons.

2.
Select New. Then enter the appropriate values:

Name: Enter the display name for the button.

Target URL: Enter the URL for the resource.

Tool Tip: Enter the text to display on mouse over.

Icon URL: Enter the path to the image file of the button icon.

Button Order: Select the button placement order. The button order in each of the tabs is oriented from left to right.

Tab Location: Select either Customer or Resources to specify the location of the custom buttons

Note

If the custom button is placed on the Customer tab, the customer or account ID is appended to the target URL when the button is launched. This enables you to reference the customer or account ID in your application.

3.
Click Save and Close.
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