Hello, I came across this post and noticed it was unanswered. One solution I would recommend is AMC Technology’s Contact Canvas CRM integration for Cisco Call Centers. It is a pre-packaged, server-based solution that works very well with MSCRM 2013, 2015,
2016, as well as other leading CRM. If still interested, please see the AMC Technology web site at http://www.amctechnology.com - I hope that helps.