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Customer Care Accelerator [CCA] Deployment - CRM 2011 On-premise

    Domanda

  • HI,

         I have configured CCA in CRM 2011 Server and it is working fine , what are the things i need to do in client system to get the telephone dialer and other related thing to CCA in client system.

    Thanks in advance

    Jeriesh


    • Modificato Jeriesh venerdì 14 ottobre 2011 06:38 f
    giovedì 13 ottobre 2011 05:03

Tutte le risposte

  • You need to do the below mentioned steps at client level to configure the dialer to integrate CCA with sample CTI system which comes out of box with CCA implementation. Just to bring in your notice this out of box implementation works only for 32 bit systems, not for 64 bit systems.

    Copy the below mentioned dll's from framework folder to agentdesktop exe folder:-

    1. Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi
    2. CtiLayerTapi.dll
    3. CtiLayerTapi.lib
    4. TapiWrapper.dll
    5. SoftPhone.exe
    6. SoftPhone.Config.
    7. TAPIDemo.Tsp.

    Copy the TAPIDemo.Tsp from the release folder to the <Drive>/Windows/System32 folder.

    Go to Start -> Control Panels -> Phone and Modem Option. Select the Conuntry/Region and Area code as shown in the below figure and click on ok.

    On the Advance tab click on the add button and select the Emulator for Tapi from the “Add Provider” dialogue box and click on add to add the Tapi provider


    Mohit Agrawal
    • Proposto come risposta Agrawal Mohit giovedì 20 ottobre 2011 06:01
    mercoledì 19 ottobre 2011 10:31
  • Above steps are sufficent to configure the dialer only but to make it work with Sample CTI application which comes with Agent desktop, you have to configure the agent desktop config file and need to host some applications on CRM server as described below.

    In the section <sectionGroup name="Microsoft.Uii"> of the AgentDesktop.exe.Config file add the following entries.

    <section name="Csr.Cti.Providers.TelephonyProvider" type="Microsoft.Uii.Common.Providers.Configuration.ProviderConfigurationHandler, Microsoft.Uii.Common.Providers" />

    <sectionname="Csr.Cti.Providers.LineClassProvider" type="Microsoft.Uii.Common.Providers.Configuration.ProviderConfigurationHandler, Microsoft.Uii.Common.Providers" />

    <sectionname="Csr.Cti.Providers.LinesClassProvider" type="Microsoft.Uii.Common.Providers.Configuration.ProviderConfigurationHandler, Microsoft.Uii.Common.Providers" />

    <sectionname="Csr.Cti.Providers.CallClassProvider" type="Microsoft.Uii.Common.Providers.Configuration.ProviderConfigurationHandler, Microsoft.Uii.Common.Providers" />

    <sectionname="Csr.Cti.Providers.CallsClassProvider" type="Microsoft.Uii.Common.Providers.Configuration.ProviderConfigurationHandler, Microsoft.Uii.Common.Providers" />

     

     

     

    In the section <Microsoft.Uii> of the AgentDesktop.exe.Config file add the following entries.

    <Csr.Cti.Providers.TelephonyProvider defaultProvider="TapiTelephonyAdapter">

    <providers>

    <add name= "TapiTelephonyAdapter" type = "Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi.TapiTelephonyAdapter, Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi"/>

    </providers>

    </Csr.Cti.Providers.TelephonyProvider>

    <Csr.Cti.Providers.LineClassProvider defaultProvider="TapiLineClassAdapter">

    <providers>

    <add name= "TapiLineClassAdapter" type = "Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi.TapiLineClassAdapter, Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi"/>

    </providers>

    </Csr.Cti.Providers.LineClassProvider>

    <Csr.Cti.Providers.LinesClassProvider defaultProvider="TapiLinesClassAdapter">

    <providers>

    <add name= "TapiLinesClassAdapter" type = "Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi.TapiLinesClassAdapter, Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi"/>

    </providers>

    </Csr.Cti.Providers.LinesClassProvider>

    <Csr.Cti.Providers.CallClassProvider defaultProvider="TapiCallClassAdapter">

    <providers>

    <addname = "TapiCallClassAdapter" type = "Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi.TapiCallClassAdapter, Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi"/>

    </providers>

    </Csr.Cti.Providers.CallClassProvider>

    <Csr.Cti.Providers.CallsClassProvider defaultProvider="TapiCallsClassAdapter">

    <providers>

    <add name= "TapiCallsClassAdapter" type = "Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi.TapiCallsClassAdapter, Microsoft.Uii.QuickStarts.Cti.Adapter.Tapi"/>

    </providers>

    </Csr.Cti.Providers.CallsClassProvider>

     

    In addition of these client configurations, you have to configure some hosted applications on CRM server.

    They can directly be imported from <FolderLocation>\Microsoft Uii\CCA\Source Code\Data\Hosted Applications

    This may look a quite lengthier process but quite simple in doing.

    I hope this will be helpful to you.

     


    Mohit Agrawal
    mercoledì 19 ottobre 2011 10:41
  • Hi Mohit,

    You have mentioned that the out of the box implementation for CTI system of CCA 2011 works just for 32-bit systems and not for 64-bit systems. However we have installed CRM Server 2011 on a 64-bit system and the entire CCA 2011 also on the 64 bit system. Now we cannot invoke the smartphone. Is it not contradictory that CRM Server 2011 installs on 64 bit system and not on 32 bit system whereas the Smartphone would just work on 32-bit systems. Please help if you can think of a workaround.

    Thanks in advance,

    Akhilesh


    Akhilesh Dubey
    mercoledì 21 dicembre 2011 04:41
  • the sample CTI smartphone is only a demo tool.  you cannot make it talk to a real PBX and use it in production.  when you build your own CTI controls you should be able to build a version that works on x64 assuming your phone system has compatiple api's.

    http://www.oasystems.co.nz | OA Systems Ltd | CRM Solution of the Year at the Microsoft NZ 2010 Partner Awards

    giovedì 16 febbraio 2012 09:50