PowerObjects built a simple, cost-effective integration between Dynamics CRM 2011 and an Avaya phone system, utilizing the built-in screen pop feature within the Avaya one-X Agent, a middle-tier “listener” application, and Dynamics CRM Web Services.
The Avaya one-X client is able to “pop” the listener application by using its built-in screen pop setting, passing in parameters like the caller’s phone number and name.
Avaya’s one-X system settings page
The one-X client calls the listener application, which then does the heavy lifting, querying CRM for contact records that match the name and/or phone number passed to it.
- If the CRM query doesn’t find any Contact records, the web application creates and pops open a Phone Call Activity record, populating the phone number only.
- If the CRM query finds a single matching Contact, it creates and pops open a Phone Call Activity record, populating both the caller and phone number.
- If the CRM query finds more than one matching Contact, it will display a list of contacts and prompt the user to choose the correct record. When chosen, it creates and pops open a Phone Call Activity record, populating both the caller and phone number with the chosen contact data.
Here’s the data flow:
The only time the listener application displays a user interface is in scenario #3 above. With this design, there is no need to utilize the one-X API or more extensive programmability within the Avaya environment or within another client “listener” application.
The Dynamics CRM web services and xRM application framework allows the flexibility and scalability to extend the integration logic further to match your business need. For example, other form fields or subgrids can be populated to show other related data related to the caller, giving the call center agent some context around the caller even before their conversation begins. A flexible and affordable solution!