CRM Integration

Unanswered Question
Sep 9th, 2008

I have a customer with microsoft dynamics and they are looking tp purchase IPCC express 5. from what I have ready you can integrate the two for screen pops backend db connections and other. is this the case and do you need the connector? or should I wait for version 7 which I am told has these connectors bult in?

thanks

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Jonathan Schulenberg Tue, 09/09/2008 - 04:32

For UCCX 5 I am aware of two options with Microsoft Dynamics CRM:

Cisco Unified CallConnector for Microsoft Dynamics CRM: http://cisco.com/en/US/products/ps6713/index.html

Calabrio Connect for MS-CRM: http://portal.calabrio.com/tiki/tiki-list_file_gallery.php?galleryId=58

I'm not familiar with an option "built in" to CAD in UCCX 7; however, all of the UCCX 7 documentation has been posted at this point and you could look through it.

clachoi Tue, 09/09/2008 - 06:53

The Dynamics connector simply link the phone number or account id to tell Dynamics to pull the right contact up.

If you need the script to pull info from Dynamics, or any other CRM applications. This is usually done through database connection with ODBC System DSN setup and it will be SQL base.

You basically setup a System DSN to dip into your CRM database (Oracle, MS-SQL, Sybase, etc. check matrix for latest tested db), use SQL pull whatever you need and send it to CAD as enterprise data

Clarence

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