Microsoft CRM Conversation Gateway: VoIP - Implementation & Customization

Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article we'll show Microsoft Business Solutions CRM potential in the VoIP direction. Nowadays VOIP-based technologies and Instant Messaging Systems are getting wider and wider spread. Each work desk or each personal computer has one or another instrument of information exchange, belonging to the VOIP or instant messaging systems. Currently the mostly presented information exchange systems are:

? Skype (http://www.skype.com). Revolution system of sound compression ? the tolerance to the bandwidth of the channel enabled VoIP amusement features to the general internet world-wide user with microphone and headset, Windows/Linux/Mac OS X operating systems, internet access and free registration with Skype. Plus Skype application has instant messenger between skype users. New features and services SkypeOut and SkypeIn allow you not only to call to the regular phones from your computers with very low rates, but also accept the calls on your skype phone number in the SkypeIn system.

? MSN Messenger (http://messenger.msn.com). Quite successful attempt of the Microsoft open the door to the instant messengers market. MSN Messenger gained market with the speed of light, due to the tight integration with Microsoft Windows. Every new version adds new functionalities ? MSN Spaces integration, audio and video transfer etc.

? Yahoo! Messenger (http://messenger.yahoo.com). IM system of the Yahoo! portal, has standard set of features for communication, including audio and video stream transfer.

? AOL Instant Messenger (http://www.aim.com). This is one of the veterans of the IM system market. Considering the popularity of AOL as internet provider ? AOL instant messenger holds substantial market share.

? ICQ ? (http://www.icq.com). Yes ? we do not have to give you additional comments, we are targeting this article to IT professionals who were working in the Clinton era of American internet miracle and booming. Let us just add that with the release of version 5 ICQ introduced new features of the audio and video conversation.

? VoIP & IM systems are popular not only in the home office environment, but are gaining popularity in the corporate market. One of the proves is the release of Microsoft Live Communication Server, which allows messages streams coordination and control. Natural idea ? should we enable VoIP and IM conversation with automatic protocol? It is always good to have paper copy of the MSN conference, related to the project, product, in the form of MS CRM Activity. Or, from CRM interface to call your potential customer via Skype. Or accept the incoming call via SkypeIn and record the call to the CRM database to be accurate with the following negotiations. The usage is really unlimited and is currently restricted only by human conservative nature

Now, let's consider the schema of MS CRM extensions to enable such a system:

? The main component is Albaspectrum Media Core for MS CRM ? the module, providing media streams saving in the special database, interaction with the specializing connectors to IM/VoIP systems. Its function is also Activity creation in the Microsoft CRM system.

? The second important component is modification to these forms: Contact, Account etc. Modification is adding phones, addresses, Skype, MSN, AOL, Yahoo identifiers. Also we have to add SkypeOut phone calls service. In the future we plan PBX/PSTN support via MS Office Communicator 2005

? Planned addition - Answering Machine module, controlling incoming calls and messages from clients and saves them in Media Database. If manager is out of his desk, system will save the message and will create Activity in personal queue ? you will not miss no one customer call! Plus all the calls from non-registered clients/prospects might be associated with one or another Account, Contact, Lead, etc.

Let's consider the process of the phone call/receiving or message recording:

? CRM User opens client form and reads telephone or skype ID to place the call. If she/he would like to talk to skype user ? Skype application must be installed of the local machine and she/he needs to be skype online user. If she/he calls to another Skype user, then we don't have additional requirements. In the case when call is placed on PSTN number, CRM user needs to have SkypeOut active account. In both cases ? when user picks up the phone or is absent ? CRM activity will be created with the relevant status. If the call was accepted, automatic call recording will be switched on, activity will be created with the indication on the phone duration. For MSN, Yahoo!, ICQ audio conversations ? all the mentioned above is relevant, except PSTN support (currently skype only).

? The above described process is similar for instant messenger conversations, recorded by MSN Messenger, ICQ, Yahoo! Messenger, AOL Instant Messenger.

? CRM User could appeal to Full-Text Search upon the saving to Media Database of text talks directly from the MS CRM interface.

? For the users, who are accessing CRM over the internet we envision IM system support (as http://webmessenger.msn.com) in the MS CRM forms.

Good luck with integration! If you want us to do the job - give us a call 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com

Andrew is Lead Software Developer in Alba Spectrum Technologies ? USA nationwide Great Plains, Microsoft CRM customization company, serving clients in Chicago, Houston, Atlanta, Phoenix, New York, Los Angeles, San Francisco, San Diego, Miami, Denver, UK, Australia, Canada, Europe and having locations in multiple states and internationally ( http://www.albaspectrum.com )

---

Why do Manufacturers Invest in Business Management Software?

With many manufacturing shops heading over seas in favor of... Read More

HelpDesk & Asset Management Software - Choosing The Right One

If you are to buy a HelpDesk & Asset Management... Read More

Adware and Spyware

What is 'adware'?Adware is basically software or scripts that are... Read More

Cross-Platform Custom Software Development & Integration ? IT Strategy for Large Corporation

Microsoft Business Solutions products: Great Plains, MS CRM, Navision, Axapta,... Read More

Microsoft Great Plains: Dexterity vs. eConnect ? FAQ

Microsoft Business Solutions Great Plains, former Great Plains Software Dynamics/eEnterprise... Read More

Microsoft Great Plains e-Commerce ? additional considerations for programmer

Microsoft Great Plains, designed back in 1990th as database transferable... Read More

Corporate ERP Selection: Microsoft Great Plains

In our opinion, traditional approach when you select ERP/MRP system... Read More

How To Make Good Use of Spreadsheets

Most computer users use spreadsheets software such as Microsoft Excel... Read More

RFID: Strengthen the Position for SAP; United States

SAP Inc., a global leader in client/server enterprise application software... Read More

Can You Calculate Complex Financial Calculations?

Are you a whiz at calculating financial information? Not the... Read More

How to Choose the Right Accounting Software for Your Business

With any good luck and a good amount of hard... Read More

SQL: Querying Microsoft Great Plains ? Overview for Database Administrator/Developer

Looks like Microsoft Great Plains becomes more... Read More

Great Plains Custom Development: Dexterity, VBA, SQL, Crystal, eConnect ? Overview For Programmer

Microsoft Great Plains is main Microsoft Business Solutions accounting package... Read More

Free Microsoft Word Online Training Tutorial Resources

Microsoft Word is one of the most popular office applications... Read More

Databases ? How We Love to Hate Them!

You've finally created databases that you can actually use to... Read More

Microsoft CRM USA Nationwide Remote Support

Remember old good days when your company probably had Great... Read More

Upgrading Great Plains Dexterity Customization ? switching to new technologies: SQL, Crystal, eConne

1. Replace Dexterity cursor with SQL Stored Procedure Dexterity... Read More

ERP Consulting: Microsoft Great Plains Partner Future Directions

In the Clinton era the status quo was simple: you... Read More

Five Tips For A Great Software Demo

Whether you need to close a sale, gather end-user feedback,... Read More

Microsoft CRM Implementation ? Fundamental CRM Principles Revision

Microsoft CRM is relatively new player on the now becoming... Read More

Microsoft CRM Programming Secrets ? Tips For Developers

This article is for advanced Microsoft CRM SDK C# developers.... Read More

Spyware, What is it?

Spyware, what it is and what it does. Basically, spyware... Read More

Microsoft CRM Implementation - US Market Lessons

Microsoft CRM is CRM answer from Microsoft Business Solutions. If... Read More

Great Plains Dexterity History and Programming Overview

As of now - Great Plains Dynamics/eEnterprise is transformed/renamed into... Read More

Causes of ERP Failures

ERP is the acronym of Enterprise Resource Planning. Multi-module ERP... Read More

Keeping Track

One of the things we can be as certain of... Read More

Microsoft Moves to Small Business Accounting/Retail Market ? Stakes and Thoughts

In this small article we will be looking at the... Read More

Great Plains Dexterity Development: FAQ

Microsoft Business Solutions Great Plains is Dexterity-written application and currently... Read More

The End of Spyware?

The US House of Representatives has recently passed the "Spy... Read More

C++ Tutorial 2, Input and Variables

This is the tutorial where we really get into programming.... Read More

QuarkXpress Tips: How to Move Content Between Print and Web Layouts

Since its release in 1987, QuarkXpress had made an immediate... Read More

Microsoft Great Plains Logistics & Warehouse Management ? Implementation & Customization Highlights

Logistics automation is often considered as barcoding extension to Sales... Read More

RSS: Get Notified When Your Favorite Websites Are Updated

RSS (Really Simple Syndication) is a way for a site... Read More