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CRM 4 - Providing dialing capablity from CRM RRS feed

  • Question

  • Would like to provide option in CRM to initiate an phonecall directly from CRM Web/Outlook by clicking on the "Phone" icon in the list....

    What I would like to know is,
    1. Does CRM 4 support's this functionality on it's own? If so, how this needs to be enabled? (Based on the search I did in Internet I can assume it's not in-build right?)

    if not
    2. Any other vendors providing this functionality with SDK to enhance their modules (NOTE: Costing is constraint tooo as we may be implementing this for 100+ users for multiple organizations)
    3. Do we have any other options to initiate the calls from the CRM Web/Outlook?
    4. How feasible it would be to write snapins/plugins and to implement this functionality inn CRM 4? AFAIK, we can use the TAPI to initiate the windows dialer from windows application...
    5. Is it possible to invoke and handle TAPI calls from C#.NET 2008?
    6. Anyone tried this before and the success rate?
    7. Timeline which is required to complete this process (Development + Integration with CRM)?

    Also, some reference codes/url to investigate further...

    Smile
    Thursday, April 3, 2008 7:12 AM

Answers

  • Dear,

     

    CRM 4.0 does not support TAPI /TELE, you chave to choose different add-ons from mscrm-addons or you have to do custom development

     

    I had used CISCO TAPI and AVAYA TAPI SOLutions for MS CRM.

     

     

    Regards,

    Imran

    http://microsoftcrm3.blogspot.com

     

    http

     

    Monday, April 7, 2008 11:30 AM
    Moderator

All replies

  • You might like to consider this vendor solution:

     

    http://www.mscrm-addons.com/Default.aspx?tabid=131

     

    (I have no connection or interest with this company).

     

    The vendor of your phone switch may also have a solution.

     

    Thursday, April 3, 2008 7:56 AM
    Moderator
  • Hi Feridun,

    Thanks for the info.... I've seen that...

    My only concern in going on with vendors are "costing" as we may be implementing this in 100+ users for N number of organizations... Also, the enhancements which may be required in the product...

    What do you suggest, if we develop our own module with TAPI to integrate with CRM? What should be the success rate?

    Basically the requirements is to provide Direct-Dial & Receive calls option from & in CRM 4 (i.e. Have to capture and add Incomming/Outgoing phone calls in MS CRM from the client pc's). Also, in nearfuture we may be required to provide an option for scheduled dialing...
    Thursday, April 3, 2008 8:05 AM
  • Saw this link....

    http://www.themssforum.com/Crm/MSCRM-TAPI/

    If you look into the 3rd post, looks like this gentelman had done some add-ons for MS CRM with the support of TAPI....
    Thursday, April 3, 2008 8:16 AM
  • Looks this has support C#.NET

    http://www.exceletel.com/products/teletools.htm
    Thursday, April 3, 2008 9:20 AM
  • Dear,

     

    CRM 4.0 does not support TAPI /TELE, you chave to choose different add-ons from mscrm-addons or you have to do custom development

     

    I had used CISCO TAPI and AVAYA TAPI SOLutions for MS CRM.

     

     

    Regards,

    Imran

    http://microsoftcrm3.blogspot.com

     

    http

     

    Monday, April 7, 2008 11:30 AM
    Moderator