Cisco Unified CallConnector for Microsoft Dynamic CRM 4.0, CTI integration made easy!

You must have known with the term ‘CTI Integration or CTI Development’ if you are working with Contact Center! It’s completely a coding job to develop the front-end GUI and integration with the CTI, have to have knowledge on contact center CTI area as well as connection procedures with CRM via SOAP or Web Service or ODBC/JDBC whatever they allow. But Cisco is ready to help you for Microsoft Dynamic CRM even for others like, Cisco brings a software named ‘Cisco Unified CallConnector for Microsoft Dynamic CRM’ which will save your integration time as well as will saving overall contact center budgeting! Ok, let’s see how it works…

Microsoft Dynamic CRM is a browser based server where you can administer, edit of view the customer contact/record. Cisco Unified CallConnector is basically a server-client process where the server need to be installed on the CRM server itself, and the client needs to be installed on agent desktops. Let me write few simple quotes to think it more easily!

1. Install the ‘Cisco Unified CallConnector (CUCC) for Microsoft Dynamic CRM’ server on the CRM server itself. It will need proper authentication to access (read/write) the CRM.

2. Install the client tool on each agent desktop, it will need the server hostname as well as authentication to access the CUCC server. The client machine must need to be on the same Active Directory domain to authenticate the user on the CRM otherwise you might get ‘access denied’ message!

3. Create some rules Contact Center server (it was UCCX for me) to call some automatic events while ringing, answered or even call is dropped. It will push your CAD to deliver the ANI or any required information to CUCC so that the CUCC client can communication with the CUCC server accordingly. You can configure your CUCC client to pop-up the contact information automatically!

Press here to get the detail about the Cisco Unified CallConnector for Microsoft Dynamic CRM, and here to get the integration document from Cisco, and it’s your goal to get the software from CCO.