MS CRM Integration - dialer?

Discussion in 'General' started by oneobserver, Jul 24, 2008.

  1. oneobserver

    Joined:
    Jun 2, 2008
    Messages:
    64
    Likes Received:
    0
    I have a client that is integrating with MS CRM 4.0 and needs a good dialer integration. Can somebody suggest something that works well with Elastix that they have used in the past? The client uses Outlook 2003 and 2007 and IE 6 and IE 7, so the solution needs to be a bit flexible, although we could push them forward if that is a requirement. Back, not so much!

    At this point it's primarily outbound dialing, but inbound is the next level of discussion for them.

    Please let me know what suggestion you can give me that have worked well for you.

    Thanks!

    markh aka oneobserver
     
  2. gregec

    Joined:
    Jul 24, 2008
    Messages:
    15
    Likes Received:
    0
  3. oneobserver

    Joined:
    Jun 2, 2008
    Messages:
    64
    Likes Received:
    0
    That's my stand-by . My problem with Snap is that it hasn't had ANY traction since mid 2006 as far as I can tell and the last version they released used to cause subtle crashes in Outlook XP. I haven't had a chance to try it with Outlook 200[37] yet. There used to be a replacement project out there that branched from Snap, but I can't find it any more either.

    markh
     
  4. gregec

    Joined:
    Jul 24, 2008
    Messages:
    15
    Likes Received:
    0
    Sorry,

    I have just found it and I am pleased with it. I use Outlook 2007 and it behaves ok so far. But I understand your second thoughts about it.

    I hope someone will give new link...

    Gregor
     
  5. oneobserver

    Joined:
    Jun 2, 2008
    Messages:
    64
    Likes Received:
    0
    Found two more component that each handle a different aspect and appear to work OK together (so far):

    1) Outcall (http://www.bicomsystems.com/products/C/ ... d42c874a04) this is an active project that integrates Outlook with Asterisk and works really well. It has some dialing plan configuration (for dial 9 for outside line access), and does full contact integration for pop-ups on incoming calls. They have a Free and a professional version, but the professional version only appears to really get you branding and the ability to monitor more than one extension. This one is an active project and it's most recent update was this month.

    2) ADAT (http://www.tttelecom.nl/ProductenDienst ... fault.aspx). This one does IE integration so you can highlight a number and right click to dial it. It doesn't have an Outlook component, but it is on the wish list. It's primary drawback is no dial-plan configuration, so you cannot make it add a 9 to get an outside line. It does have CRM integration via URL. It appears to be a stalled project as it's last update and response in the forums was back in November of 2007.

    Also found a commercial product from mscrm-addons.com that claims it works with 3Com VoIP (http://www.mscrm-addons.com/Products/Ad ... fault.aspx), but 3-Com isn't asterisk. Has anybody gotten this product working with Elastix?

    markh
     
  6. oneobserver

    Joined:
    Jun 2, 2008
    Messages:
    64
    Likes Received:
    0
    Sorry for the delay on this. Been finishing up several projects and just getting back to my documenation phase again.

    Turns out that neither one of those first two I mentioned will actually work with MS CRM in the end. MS CRM controlls what Menu items are visible within the IE based windows for their application and excludes menu items that have not registered with it.

    Good news is that I did find two VERY good applications that do the job well. First for dialer integration for both inbound and outbound notification The Xtelsio TAPI driver works very well (http://www.xtelsio.com). They supply licenses for this client in 10 packs at $27 per pack. Volume purchases will reduce the costs some. The second 1/2 of the solution is the commercial product from mscrm-addons.com that I mentioned before (http://www.mscrm-addons.com/Products/Ad ... fault.aspx). With the Xtelsio TAPI driver it works VERY well and provides a full integration with Elastix, Trixbox, and AiaF distributions for at least a start, as those were what I had available to test with. It should work with any distribution that users the manager interface.

    If you only had outbound dialing going on, you could shave some $$s off by using just SipTapi, as that does work for outbound calls only acting as triggers within MS CRM.

    markh
     

Share This Page