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Avaya Phone Integration: Dynamics CRM 2011 and Avaya one-X Agent

Post Author: Joe D365 |

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.

Dynamics CRM 2011 and Avaya

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.

  1. 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.
  2. 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.
  3. 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:

Dynamics CRM 2011 and Avaya integration dataflow

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!

Happy CRM'ing!

Joe CRM
By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

13 comments on “Avaya Phone Integration: Dynamics CRM 2011 and Avaya one-X Agent”

  1. Could you please confirm if this will work for Leads and Contacts, or just Contacts?
    Thank you

    1. Hi Andrey - The avaya one agent x is licensed from avaya. Depending on your phone system or package this may or may not be included......

  2. Hi!
    Is it license or free solution? If it is license, could i have a trial version for testing?

  3. Does this work with CRM 2015? If not, are there plans to develop something new/update this?

    1. Hi Steven - Yep - this works with crm 2015. It may need a little tweaking on the url we call for the screen pop, but shld work with no issues. This isn't a powerpack we have so does take a developer to deploy in our client's environment.

  4. Dear Joe,

    My Requirement is very specific, I need to perform action when the call is incoming, i.e. suppose if the call comes i need a pop-up appearing on my screen, that allows me to open the case or resolve the query while letting my user see KB articles on that Pop up. Inshort i want the pop up to be very dynamic. Does this still requires integration with Avaya One X Agent. Or a CTI solution can be provided by your company ?

    1. Dear Joe, can you help in this matter as we are looking to integrate the solution with one of our client

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