Avaya Microsoft CRM 3.0 Integration Solution Installation & User
Contents
1. AVAYA IP Office Avaya Microsoft CRM 3 0 Integration solution Installation amp User Guide S h 0 Na 15 601033 Issue 4a 13 February 2006 2006 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases Documentation Disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Link Disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN T2. Case incident case number lt AV_M O incident S ticketnumber gt CAS 01001 lt AV_M gt Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 13 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Toast The Avaya Microsoft CRM Integration Solution allows system alerts to be popped to the desktop through toast pare EA om Customer New inbound call from 001 707392200 Client Smith John The toast will display a variety of system alerts e Inbound calls e Tapi login e Microsoft CRM authentication e Multiple matches against CRM records e Microsoft CRM authentication errors e Tapi login errors The toast alert also allows you to answer an inbound call e Click the text message displayed in the center of the toast alert The toast alert will close automatically To manually close the toast click the EY icon in the top right hand corner of the toast alert Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 14 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution The System Tray Once installed the Microsoft CRM Integration Solution is loaded into the System Tray G8 OF no gt ole es The Microsoft CRM integration solution can be accessed by either double clicking the ez icon or by right clicking and selecting an option from a menu Open
3. Server Installation 4 Server PC 3 Server Client 3 Software Version 3 System Requirements 3 T TAPI 3 5 Telephone System 3 U Unknown Caller Action 11 User 5 User Name 5 W Web config file 4 Windows 5 Windows Taskbar Start button 7 Windows Taskbar 7 Windowsupdate microsoft com 5 Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 25 IP Office 15 601033 Issue 4a 13 February 2006 Index Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs Mavaya com 2006 Avaya Inc
4. All rights reserved Avaya Unit 1 Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com ipoffice knowledgebase Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 26 IP Office 15 601033 Issue 4a 13 February 2006 Shore Communications Ltd 42b Banstead Road Tel 020 8661 6800 unications Carshalton Beeches Fax 020 8661 6801 Surrey Web www shorecomms co uk SM5 3NW Email info shorecomms co uk
5. Application is now installed to the following path on the Start Menu Start Programs IP Office MS CRM Integration It is also added to the Startup folder this will automatically start the application when you start your PC NET Framework The Microsoft NET Framework 2 0 is automatically installed when the Avaya Microsoft CRM Integration Solution Client is selected The Microsoft NET 2 0 is required for the Client components of the Avaya Microsoft CRM Integration Solution It is only installed if the Microsoft NET 2 0 is not detected on the destination machine Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 5 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Launching Microsoft CRM Integration Solution Follow the steps to start the Avaya Microsoft CRM Integration Solution 1 Click the Start button on the Windows Taskbar Point to Programs Point to IP Office Click MS CRM Integration oe the Microsoft CRM Server name ea ome is Authenticated on Server adex 2005 Using Phone Ext 203 B2 nis icon appears in the status bar when the application is loaded Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide The following message is display when login is successful You have been authenticated by Page 7 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsof
6. resolve the call Select the record you want to associate the call with The contents of the Resolve Multiple Matches window is configurable refer to When Resolving Inbound Calls Include in the Microsoft CRM Integration Preferences Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 22 IP Office 15 601033 Issue 4a 13 February 2006 Appendix A Manual Installation Manual Installation Microsoft CRM Server Resources The following instructions are provided to allow manual installation of the Microsoft CRM server side resources and configuration if required and to provide clarity on the actions carried out during deployment via the application installation package Overview The following instructions are designed to provide guidance on installing the necessary Avaya resources and configuration settings manually You should be experienced with the MSCRM 3 0 configuration files and IIS web site configuration administration before attempting to make any changes Please backup any files before you start applying changes manua Steps Create a directory under the MSCRM web site physical location and copy the server side resources from the distribution package CD or download 2 Using Internet Information Services IIS Manager create a virtual directory under the MSCRM web site the alias should be named AVCRMRes the physical location should be an appropriate directory on the system containing the server side
7. the association made between the inbound or outbound call Calls are categorized in groups depending on the association or activity They are represented as either Contacts Accounts Leads Phone Call Activities Multi Party Cases or No Matching CRM Records Within each call the following information is displayed e Name This is the information associated with the call The content of these fields will depend if the data is populated in the Microsoft CRM Solution e Contacts Within each Contact the Name field is used to present the Name in the Active Calls window e Accounts Within each Account the Name field is used to present the name in the Active Calls window e Leads Within each Lead the Name field is used to present the name in the Active Calls window e Phone Activity Within each Phone Activity record the Subject field is used to present the name in the Active Calls window e Multi Party This is a system message The callers number occurs in a number of records and needs to be resolved Refer to Resolve Multiple Matches for more information e Cases Within each Case the Title field is used to present the name in the Active Calls window Cases are only displayed via Data Tagging e Callers Number The Callers Number associated with the telephone call e Call Status Displays the status of the call Calls can either be Ringing Connected or Held e Call Direction This is the direction of the call e S
8. 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM Integration Options Configuration The Configuration tab allows configuration of the Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM Integration Options Sei Preferences Configuration Call Control Information TAPI Driver Settings Extension Name Marko PEZ IP Address 135 64 184 107 Advanced Call Control Configuration Use Explicit Extension Number Extension Number Call Options Internal Ext No Digits External Access No Microsoft Dynamics CRM Server Settings Server Name en3000s yrmos2 Call Control Information TAPI Driver Settings The Call Control Information TAPI Driver Settings are settings associated with the TAPI driver These settings are derived from the TAPI configuration settings User Name This is name of the User This is Read Only if the TAPI driver is configured to a Single User Otherwise it will be left blank PBX IP Address The IP Address of the IP Office This is Read Only if the TAPI driver is configured to a Single User Advanced Call Control Configuration The Advanced Call Control Configuration are settings which allow the Avaya Microsoft CRM Integration Solution to be configured for a specific extension number Use Explicit Extension Number Check this box to specify a explicit extension number Extension Number This is the Extension number associated with the exte
9. APILDIVEN vaciar ati aia sd a anta e de dd elo o ela o 24 Avaya Microsoft CRM Integration Introduction The Avaya Microsoft CRM Integration Solution allows a business to connect Microsoft Dynamics CRM 3 0 to Avaya IP Office It integrates contact points in such a way that will transform the way your business interacts with your customers this is accomplished by integrating incoming calls directly to the desktop of the user through the use of screen pop technology and by providing outbound dial capability directly from the Microsoft CRM entity This document is specifically for use with the Avaya Microsoft CRM 3 0 Integration Solution Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 1 IP Office 15 601033 Issue 4a 13 February 2006 Installing Avaya Microsoft CRM Integration Solution Installation The Avaya Microsoft CRM Integration Solution requires the following applications to be installed on the Server PC prior to installing the Avaya Microsoft CRM Integration Solution e Microsoft Dynamics CRM 3 0 e IIS 5 0 The Avaya Microsoft CRM Integration Solution requires the following applications installed on the Client PC The client machine will be checked at installation for these components and they will be installed if not found e Microsoft NET 2 0 e IP Office TAPI 2 1 Driver 1 0 0 27 The Avaya Microsoft CRM Integration Solution is supported on the following client operating systems e Micr
10. CD 1 Insert the IP Office CD into the CD Drive 2 Ifthe CD does not autorun Open My Computer and select the CD Drive 3 Double Click the Setup exe file 4 Click Next 5 Select the folder for installation 6 Select the Microsoft CRM Server Follow the on screen prompts 7 Atthe completed installation screen click Finish to complete the installation 8 Restart the IIS Service Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 4 IP Office 15 601033 Issue 4a 13 February 2006 Installing Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM Integration Solution Client Installation The Avaya Microsoft CRM Integration Solution Client and Server components are available from a single CD During the installation of the client software the IP Office TAPI and Microsoft NET 2 0 are also installed 1 Insert the CD into the CD Drive If the CD does not autorun Open My Computer and select the CD Drive Double Click the Setup exe file Select the IP Office Click Next Select the Folder for installation Select Microsoft CRM Client Follow the on screen prompts The Microsoft NET 2 0 Framework is installed Select IP Office Unit amp Click Next 0 Select the User Name amp Password of the User you want to associate with the Avaya Microsoft CRM Integration Solution Click Next 11 At the completed installation screen click Finish to complete the installation se AO A OO a oe S The
11. EN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License Type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise the Product is protected by copyright and
12. MRes AvDial htm PassParams 1 WinParams help no status no dialogHeight 300px dialogWidth 400px WinMode 1 Client Web gt lt ToolBarSpacer gt lt ToolBar gt lt Entity gt 4 Enable the ISV options by adding Web in the MSCRM web sites Web Config lt add key ISVIntegration value Web gt Note XML tags are case sensitive so due care when making changes should be applied Client Installation Notes The default website within IIS by default uses the port number 80 In the event that the MSCRM installation has had the option to create a new website selected it will use port number 5555 The client installation will assume the web server connection to be port 80 If anew MSCRM website has been created then client will need to be re configured to authenticate with the server successfully On the client machine this can be achieved with the following steps 1 Navigate to the following directory Program Files Avaya Avaya Microsoft CRM Integration Solution 2 Edit the following file AvayaMSCRMEx exe config lt setting name crmportNumber serializeAs String gt lt value gt 5555 lt value gt 3 Save changes and restart the CRM client application TAPI Driver The TAPI driver is installed during the client deployment Uninstalling the application will remove the TAPI driver if you have any other applications that are dependant on TAPI you should reinstall the TAPI driver from the IP Office User CD If th
13. Pause Options About Open Selecting Open will open the Avaya Microsoft CRM Integration Active Calls window Pause Selecting Pause will prevent Avaya Microsoft CRM Integration Solution from opening any records It will not stop the Toast from popping Options Selecting Options will open the Avaya Microsoft CRM Integration Options About Displays the About box provides details of the version number Help Opens the Avaya Microsoft CRM Integration Solution help system Exit Selecting this will Exit the Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 15 IP Office 15 601033 Issue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Creating a New Microsoft CRM record Upon receipt of an unknown inbound call the Microsoft CRM Integration Solution allows you to create a New Contact New Account or take No Action This is configured in the Preferences in the Avaya Microsoft CRM Integration Options Refer to Unknown Call Handling in the Preferences for more details on the configuration options available When a new Account Contact or Phone Activity Record are created the callers number is automatically populated into the record NO other details are automatically populated These will need to be inserted manually When entering a phone number it must be as non formatted text no alpha characters such as brackets dashes or spaces must be
14. cocccccccccocccccnncncnnoncncnnnononnonononnnononnnnnnnonaninanons 9 Avaya Microsoft CRM Integration Options Configuration occcocccconncconncccnconnncncnnonnnonnnonononncnnnnnonnnnnnos 11 61151 6 0 1 AA AA Pro O ee eo ee 13 AGdIONalEXaMpleS risa did Asa 13 ACCOUNT ACCOUNT NIDO veria ii d 13 Case Ncdenmn CaSe MUMDET leticia clean telcode liar ios sarna 13 A ate aaa ea 14 The SY StS I WAY isrener stant sisatecka Vebnotete are dpacaresaetsasesineeensent 15 Using Avaya Microsoft CRM Integration Solution coooccoccccncoccccnoconanonanonnnonnonanonarenaronanos 17 Creating a New Microsoft CRM reCord cccccccccseccceeeceeecaueeceeeceueesauecsueesaeecaueecaeessusesseessueesseessusessaeess 17 WIRING eS A O A Sia eae reeset 18 Waking a Calll TOM an FACCOUING tip usada dni 18 Making a Call TON A COMLACE essees p its 18 Making a calliitom a Lead slide cis 18 Making a call from a PNOne Activity RECOM Ol uisicinniaa tocarte 19 PANS WEBI A Gallina id ind 20 TAFOUAN MS TOAS teas ones a aaa 20 USING Me ACHVE Cals WINOW sos sii 20 PACHIVG Gallina a lo e ds o A faisih 21 Resolve Multiple Matches a e a 22 Appendix A Manual Installation 23 Manual Installation Microsoft CRM Server Resources ccoocccoccccccnccccncocncoononncnnonnononnnonnnnnnnnonnnnnnnonannnnnnnnnos 23 OV CIVICS Wine disc unle 23 Manual Step Siosan o RR ne 23 Sections SUPPORT as 24 FUMES EMP nia Ai ein 24 Client Installation Note Sucia dd tt lidad 24 T
15. crosoft CRM Integration Solution for dialing e Business Phone e Home Phone e Mobile Phone e Phone Making a call from a Lead Click the E icon The Place a Call window will appear Click the number required from the options available Alternatively click Dial Default This will dial the number with the amp icon adjacent to it The Dial Default cannot be changed Phone numbers will only be displayed if there is a phone number in the relevant field in the Lead record The following fields on the Lead are used by the Microsoft CRM Integration Solution for dialing e Business Phone e Home Phone e Other Phone e Mobile Phone Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 18 IP Office 15 601033 Issue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Making a call from a Phone Activity Record Click the BPE icon The Place a Call window will appear Click the number required from the options available Alternatively click Dial Default This will dial the number with the icon adjacent to it The Dial Default cannot be changed Phone numbers will only be displayed if there is a phone number in the relevant field in the Phone Activity record The following field on the Phone Activity Record are used by the Microsoft CRM Integration Solution for dialing e Phone Number Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 19 IP Office 15 601033 I
16. e User CD is uninstalled the TAPI driver may be removed you should run Repair to have the Avaya Microsoft CRM application replace the driver if necessary Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 24 IP Office 15 601033 Issue 4a 13 February 2006 Index NET 5 A About 11 Account Select 13 Account 13 Account Out Dialing 13 Account Toolbar 13 Account Contact 4 Actioned 13 Avaya open 11 C CD Drive 4 5 Client 3 Configureand Exit 11 CRM Integration 1 D Dial button Press 13 Dial button 13 Display 11 E Exit Avaya 11 Install modify 4 Installation 3 IP Office 1 IP Office Microsoft CRM Client Integration application 5 IP Office Microsoft CRM Integration Solution 1 3 IP Office Microsoft CRM Server Integration 4 IP Office Unit Select 4 IP Office Unit 4 5 ISV 4 Isv config file assumes 4 modifies 4 Isv config file 4 L Login 7 M Microsoft CRM Applications 1 Microsoft CRM Integration 4 Microsoft CRM Integration Users Licence 3 Microsoft CRM Server 3 7 Microsoft Windows 2000 Professional 3 Microsoft Windows XP Professional 3 N Name Microsoft CRM Server 11 Name 11 Net Framework 3 5 Next 5 O OS 5 P Password 5 PC 5 11 PC Specification 3 Place Call window 13 Press Install Now button 5 Press 5 Programs Point 7 Programs 7 R Refer IP Office Licence 3 Refer 3 S Select Microsoft CRM Server Integration Software 4 Select 4
17. e a new account for the caller Avaya Microsoft CRM 3 0 Integration Solution Installation 8 User Guide Page 9 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Phone Call Activity Creation The Phone Call Activity Creation allows you to control the creation of phone call activity records A phone call activity record can only be created for calls which are resolved to a single entity They are only created when a call is connected Create On Outbound Calls Check this check box to create a phone call activity record for outbound calls Create On Inbound Resolved Calls Check this check box to create a phone call activity record for inbound resolved calls When Resolving Inbound Calls Include The When Resolving Inbound Calls allows you to control what is included when trying to resolve multiple matches Refer to Resolve Multiple Matches for more information Leads Check this check box to include leads in the criteria for resolving multiple matches Phone Call Activities Check this check box to include phone call activities in the criteria for resolving multiple matches Click OK to save any changes To exit and discard any changes click Cancel Changes made to the Preferences tab are dynamic The application does not need to be restarted for the changes to take effect Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 10 IP Office 15 601033 Issue
18. inserted into the phone number field When creating a new CRM record the Dial capability will not appear until the record is saved Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 17 IP Office 15 601033 Issue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Making a Call There are a number of ways to make a call using Avaya Microsoft CRM Integration Solution You can make a call from Accounts Contacts Leads and Phone Activity Records Making a call from an Account Click the E icon The Place a Call window will appear Click the number required from the options available Alternatively click Dial Default This will dial the number with the icon adjacent to it The Dial Default cannot be changed Phone numbers will only be displayed if there is a phone number in the relevant field in the Account record The following fields on the Account are used by the Microsoft CRM Integration Solution for dialing e Main Phone e Other Phone e Phone Making a call from a Contact Click the 8 icon The Place a Call window will appear Click the number required from the options available Alternatively click Dial Default This will dial the number with the icon adjacent to it The Dial Default cannot be changed Phone numbers will only be displayed if there is a phone number in the relevant field in the Contact record The following fields on the Contact are used by the Mi
19. nsion name If your TAPI is configured for first party then the extension number must match the users IP Office extension Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 11 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Call Options The Call Options allow you to configure a number of aspects for internal and external call handling Internal Ext No Digits This is the number of digits which define an internal extension When you dial a number which has more than the number of digits specified here it is automatically treated as an external call Calls with the same number or fewer digits are as treated internal calls and do not screen pop External Access No Enter the prefix required to access an external line Microsoft Dynamics CRM Server Settings The Microsoft Dynamics CRM Server Settings allows you to configure the Microsoft CRM Server Server Name Enter the Microsoft CRM server name This is the server which you are connected Click OK to save any changes To exit and discard any changes click Cancel Changes made to the Configuration tab are not dynamic The application needs to be restarted for the changes to take effect Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 12 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Call Data Tagging Call Data Tag
20. osoft Windows 2000 Professional e Microsoft Windows XP Professional Refer to the latest IP Office Technical Tips for further details on operating system support System Requirements The following applications are required for the Avaya Microsoft CRM Integration Solution Application Software Version Component Location IP Office Core 5 Me System Avaya Microsoft CRM Integration 8 0 Client Solution These are part of the Microsoft CRM Server Client requirements These are deployed by the Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 3 IP Office 15 601033 Issue 4a 13 February 2006 Installing Avaya Microsoft CRM Integration Solution Licences e The Microsoft CRM Integration Users Licence is required for Avaya Microsoft CRM Integration Solution Refer to the IP Office Installation Manual Hardware Requirements We recommend the following minimum PC specification is used for Avaya Microsoft CRM Integration Solution Client application e Processor Pentium 4 e Clock Speed 1 4 GHz e Memory 512 MB Server Installation The Server Installation adds the Dial capability to the Account Contact Lead and Phone Activity Record screens The Avaya Microsoft CRM Integration Solution modifies the isv config xml file and the web config file to provide ISV integration The Avaya Microsoft CRM Integration Solution is available on an IP Office
21. other laws respecting proprietary rights Unauthorized reproduction transfer and or use can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at http support avaya com ThirdPartyLicense Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com For additional support telephone numbers see the Avaya Support web site http www avaya com support Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc in the United States of America and other jurisdictions Unless otherwise provided in this document marks identified by and SM are registered marks trademarks and service marks respectively of Avaya Inc All other trademarks are the property of thei
22. r respective owners Documentation information For the most current versions of documentation go to the Avaya Support web site http www avaya com support or the IP Office Knowledge Base http marketingtools avaya com knowledgebase Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Table Of Contents Avaya Microsoft CRM Integration IntroductionN cooccocccoccconcinnconaconanocnnnanonanonaronarenanonanonnnnns 1 Installing Avaya Microsoft CRM Integration SolutiON oooccoccocccocccocccncconaconaronanonnnonnnnnnnnans 3 NS ilatina A llei ade 3 SV SII REQUIEM a o testi ined 3 PCO A A TA 4 Hardware Requirements di oia 4 Sener asta tetona iia 4 Avaya Microsoft CRM Integration Solution Client Installation ooocccocccccnncocnconcncconocococonnonanocnnnnos 5 A I FAINIOW ORK A o A po OU acid se cnsen Guntur E A A 5 Configuring Avaya Microsoft CRM Integration Solution ooccocccocccocnconcocncocarocnnonncnanonanonars 7 Launching Microsoft CRM Integration Solution ooccoocccccnccccncocnccocnnncncnnnnconnnoncnnnnnnnnnnnncnnnnnnnnnnnnnnenonnnss 7 Avaya MIicrosot CRM integration QDUONS uri ts 8 Avaya Microsoft CRM Integration Options PreferenceS cc
23. resources AvDial htm and the image files created earlier Ensure that the Enable Default Content option is set and includes Default htm in the Documents Tab of the AVCRMRes properties page 3 Add the button configuration statements to the ISV Config xml file _Resources Dial Button toolbar button statement to be added to entities If there are existing customizations then the button statement needs to be added The complete Toolbar statement is shown for context lt ToolBar ValidForCreate 0 ValidForUpdate 1 gt lt Button Title Dial ToolTip Dial a numbe1r using Avaya IP Office Icon AvCRMRes Avmos_16_15697 gif Url AvCRMRes AvDial htm PassParams 1 WinParams help no status no dialogHeight 300px dialogWidth 400px WinMode 1 Client Web gt lt ToolBarSpacer gt lt ToolBar gt Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 23 IP Office 15 601033 Issue 4a 13 February 2006 Appendix A Manual Installation Sections Supported The customization can be added to the following entities lt Entity name account gt lt Entity name contact gt lt Entity name lead gt Full Lead Example The following shows the full entity after the customization has been completed lt Entity name lead gt lt ToolBar ValidForCreate 0 ValidForUpdate 1 gt lt Button Title Dial ToolTip Dial a number using Avaya IP Office Icon AvCRMRes Avmos_16_15697 gif Url AvCR
24. s enable advanced scenarios to be built around your Microsoft CRM 3 0 and Avaya Microsoft CRM Integration Solution In situations where CLI ANI matching is not sufficient you can add screening and specific data collection interactions with your customers using the VoiceMail Pro The Voicemail Pro assisted transfer action can be used to pass data to users and pop matching records based on that data Based on your solutions requirements you could obtain and verify the data collected and then transfer the call with a data tag that will utilize your specific criteria to lookup the required account contact or case once the call is offered The tags are conformant xml fragments they are comprised of an element AV_M and two attributes the Microsoft CRM entity account contact or incident and the schema name of the field to match on in this example contactid and the data is the record key lt AV_M O contact S contactid gt e44e6dbf bd2a da11 badb 505054503030 lt AV_M gt lt AV_M element name O contact crm entity S contactid attribute to search on gt end of element attributes e44e6dbf bd2a da11 badb 505054503030 the data to match on this should be unique lt AV_Mb gt Closing tag The xml element name attributes names and Microsoft CRM entity and schema names are case sensitive Additional Examples Account Account Number lt AV_M O account S accountnumber gt TLO0001 lt AV_M gt
25. ssue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Answering a Call Using the Avaya Microsoft CRM Integration Solution there are a number of ways to answer your call through the PC Through the Toast The toast alert also allows you to answer an inbound call e Click the text message displayed in the center of the toast alert For more information on the toast see Toast Using the Active Calls window Calls can be answered from the Active Calls window An Inbound call will be displayed in the Active Calls window To answer the double click the call Avaya CRM Dynamics Active Calls Mame CLI ANI Call Status Call Direction Start Time Contacts Alf Cybermen Phone Call Activities ED Check Jacks Status on salvage g 209 Ringing Multi Party pP Multiple Records Found please r 204 For more information on the toast see Active Calls Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 20 IP Office 15 601033 Issue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Active Calls The Active calls window displays all the active inbound or outbound calls El Avaya CRM Dynamics Active Calls CLI ANI Call Status Call Direction Start Time Contacts Alf Cybermen Phone Call Activities ED Check Jacks Status on salvage q 209 Ringing Multi Party pP Multiple Records Found please r 204 The active call window displays a call depending on
26. t CRM Integration Solution Avaya Microsoft CRM Integration Options The Avaya Microsoft CRM Integration Options consists of Preferences and Configuration tabs Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 8 IP Office 15 601033 Issue 4a 13 February 2006 Configuring Avaya Microsoft CRM Integration Solution Avaya Microsoft CRM Integration Options Preferences The Preferences tab allows you to change the preferences for Call Handling Activity Creation and Resolution of inbound calls Avaya Microsoft CRM Integration Options Preferences Configuration Unknown Call Handling Take No Action Open A New Contact Form E Open 4 New Account Form Phone Call Activity Creation Create On Outbound Calls Create On Inbound Resolved Calls When Resolving Inbound Calls Include Leads Phone Call Activities Unknown Call Handling The Unknown Call Handling allows you to control the behavior of the Avaya Microsoft CRM Integration Solution when you receive an inbound unknown caller You can select one of the following behaviors e Take No Action No Action will be taken e Open A New Contact Form The Avaya Microsoft CRM Integration Solution will automatically open a new contact form allowing you to enter contact information about the caller e Open A New Account Form The Avaya Microsoft CRM Integration Solution will automatically open a new account form allowing you to creat
27. tart Time This is the time the call started Avaya Microsoft CRM 3 0 Integration Solution Installation amp User Guide Page 21 IP Office 15 601033 Issue 4a 13 February 2006 Using Avaya Microsoft CRM Integration Solution Resolve Multiple Matches Resolving multiple matches occur when the callers number is associated with more than one record ARN _ ULAA lt HAA gt gt gt gt A AAA A _ _ LULA aaaeeeaa a ae Avaya CRM Dynamics Active Calls f OX Mame CLIANI Call Status Call Direction Start Time Multi Party Waa gt Multiple Records Found pleaser 204 Offering Inbound Call Multiple Matches 51 Search Desktop Si JER ME mn gt Liz 12133 When you receive a Callers Number which has Multiple Matches you can either Click the text in the Toast or from the Active Call window select the call The records can be Contacts Accounts Leads and Phone Call Activities Resolve Multiple Matches Name Context Hint Contacts E Rose Tyler Sj Who Who 84 Jack Captain Call Jack 84 Jane Jones Accounts gt The Darlek Race Account Number DLK000001 Time Lords Account Number TL00001 City London Leads JMr Davros Interested in Sonic Screwdriver Phone Call Activities Has direction code Avaya Microsoft Crm Proxy CrmBoolean Call Rose re her mobile phone bill Avaya Microsoft Crm Proxy CrmBoolean Some phone call about somethi Avaya Microsoft Crm Proxy CrmBoolean lt To
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