Cisco Cisco Unified CallConnector for Microsoft Dynamics CRM Installationsanleitung

 

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The Cisco

®

 Unified CRM Connector is part of the Cisco Unified Communications family of products. The Cisco Unified CRM Connector 

integrates Cisco IP-based communications with the Microsoft Dynamics Customer Relationship Management 3.0 (Microsoft CRM) application 

to provide small and medium-sized business (SMB) and enterprise customers with an easy-to-use and more complete CRM solution. The Cisco 

Unified CRM Connector quickly and easily integrates Cisco Unified Communications solutions with Microsoft CRM at the desktop, without 

requiring additional hardware. In addition, the Microsoft CRM client uses Microsoft Outlook or Internet Explorer as the primary client for 

managing tasks and contacts. 

The Cisco Unified CRM Connector is a client-server-based application that is highly configurable and supports the following primary features 

in Cisco IP telephony environments that are using Microsoft CRM: 

•  Automatic detection and screen-pop searches of the CRM database for both incoming and outgoing phone calls  

•  Automatic creation of phone call activity records for incoming and outgoing calls with call duration tracking  

•  Click-to-dial from the Microsoft CRM user interface  

•  Multisite configuration capabilities with geographically correct dialing configurations per user 

•  Easily open associated Microsoft CRM customer service cases 

•  Easy-to-use search system, allowing the user to search by name and to access contact records and associated support cases  

•  Integration with Cisco Unified CallManager, Cisco Unified CallManager Express, and Cisco Unified Contact Center Express  

These features allow CRM users to provide improved service by personalizing their interaction with callers. It also helps to enforce 

administrative policy for creating phone call activity records. 

Cisco Unified CRM Connector was the first IP Communications application to receive certification from Microsoft, integrating a best-in-class 

IP-based communications solution with a leading CRM application for SMBs. The Cisco Unified CRM Connector for Cisco Unified 

CallManager Express, Cisco Unified CallManager, and Cisco Unified Contact Center Express is available at no additional cost as a resource for 

qualified Cisco partners. 

•  The installation process is supported by Virtual Network Computing (VNC) and other remote control desktop software, but is not supported 

by Terminal Services. 

•  If you are upgrading from a previous version of the Cisco Unified CRM Connector (version 2.x), you must uninstall the old version before 

installing this version. Future versions will have upgrade capabilities. 

•  If you are integrating with Cisco Unified Contact Center Express, you must follow the Cisco Unified CallManager installation steps, and 

then complete the “Integrating with Cisco Unified Contact Center Express” steps to complete the configuration process.