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    I'm new to Microsoft Dynamics so this is a newbie question.</p><p>We have a cloud based contact centre solution and can deliver calls from the cloud through to SME customers. We have written CTI connectors to integrate with Salesforce.com and RightNow and I've been asked to investigate a like solution for customers using Microsoft Dynamics.

    The main features are typically basic call control from the agents desktop and screen pop capabilities. Another requirement is to have access to data the CRM uses, like customer account number, so we can provide some ID&V type service prior to delivery of the call to an Agent.

    Where is the best place to start? Are there some links to API guidelines for developing such solutions?

    Rob

    Wednesday, April 18, 2012 2:00 PM

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    CRM 2011 SDK:

    http://msdn.microsoft.com/en-us/library/gg309408.aspx

    With respect to the specific requirements of CTI integration, there are a number of other suppliers who have done it.  To implement "click-to-call" functionality you may (likely) have to use some unsupported customisations (usually involves making assumptions about the underlying DOM model of a CRM page outside of the supported exposed object model), but again; plenty of other people have done that.

    --pogo (pat) @ pogo69.wordpress.com

    Wednesday, April 18, 2012 8:38 PM