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 )

bmw rental chicago Westchester .. Lockport Chicago limo O’Hare
In The News:

Kurt “CyberGuy" Knutsson: FBI warns of "time-traveling" hackers.
Kurt “CyberGuy" Knutsson talks about a soft, vine-like robot called SPROUT that aids safe survivor rescues in collapsed buildings.
Health insurance giant Blue Shield of California confirmed it had been sharing private health data of 4.7 million users with Google for three years without even realizing it.
Delta and JetZero’s blended wing body aircraft marks a meaningful step toward a cleaner, quieter and more efficient future for air travel.
Recent reports show many common passwords can be cracked in literally seconds. Kurt the CyberGuy explains how to strengthen your passwords.
Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.
Iron, a robot that stands 5 feet, 8 inches tall and weighs 154 pounds, combines advanced artificial intelligence with human-like movement and exceptional vision.
Hertz, the rental car giant, recently confirmed that customer information was exposed through a cyberattack on one of its software vendors.
There are a number of features with AirPods you may or may not know about to take your listening experience to the next level. Kurt the CyberGuy explains.
These 35 Chrome extensions have privacy and security concerns. Tech expert Kurt “CyberGuy" Knutsson says to delete them now.
Tech expert Kurt “CyberGuy" Knutsson says 329,000 mph fusion rocket promises to be fast, disruptive and enable deep-space missions.
Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.
Tech expert Kurt “CyberGuy" Knutsson says a new autonomous AI is a game changer that also raises privacy risks. Is your data safe?
Tech expert Kurt “CyberGuy" Knutsson says robots and drones are revolutionizing fruit farming with faster picking and smarter handling.
Landmark Admin revises May 2024 cyberattack scope to show twice as many people were affected. Kurt “CyberGuy" Knutsson gives tips to help stay safe from an insurance data breach.
Tech expert Kurt “CyberGuy" Knutsson talks about how Yamaha’s hydrogen outboard motor could revolutionize boating with zero emissions.
Tech expert Kurt “CyberGuy" Knutsson reveals how to memorialize or remove a deceased loved one’s Facebook account and protect their digital legacy from misuse or scams.
Tech expert Kurt “CyberGuy" Knutsson says an Apple Watch saved psychiatrist Amanda Faulkner by detecting deadly leukemia early.
Scammers and fraudsters are increasingly targeting the most vulnerable, especially nursing homes and the personal data of their residents. Kurt the CyberGuy has safety tips.
Infected USB flash drives can spread malware among multiple organizations in ways that can easily bypass traditional security systems.
With a fully automated warehouse system and AI-powered robots, Ocado's Hive picks, packs and delivers grocery store orders in just a few minutes.
Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.
Recycling robots are using artificial intelligence to learn how to sort recyclables by recognizing patterns in colors, textures, shapes and logos.
The Reachy 2 robot is designed to be friendly and approachable, inviting natural interaction and is perfect for research, education and experimenting with embodied AI.
Kurt "CyberGuy" Knutsson shares several easy ways to keep your credit cards safe from digital thieves while you're traveling this summer.

MSN Messenger Is A Sweet Way To Communicate

MSN messenger is a pretty cool invention. I mean I'm... Read More

Microsoft Great Plains implementation: Restaurants Supply Chain Management Example

Microsoft Great Plains serves majority of US based horizontal and... Read More

Integrating Microsoft Great Plains Accounting/ERP: RMS, CRM, eCommerce, Lotus Domino ? overview

Microsoft Business Solutions Great Plains has substantial market share among... Read More

Beware of Spyware

One day, you suddenly realize that your computer started to... Read More

Review on QuarkXpress 6.0

After almost two decades of existence, Quark has become the... Read More

Microsoft Great Plains Nationwide Remote Support

ERP Consulting industry is on the way to serve clients... Read More

Microsoft Great Plains - Payroll & HR Inexpensive Solution? Not Any More

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

Causes of ERP Failures

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

Pros and Cons of Using FREE Software in Your Business

It???s easy to understand why you might be drawn to... Read More

Benefits of Shareware

Shareware has been fighting the stigma of being misunderstood for... Read More

Popular Fleet Maintenance Programs

Some companies that are in need of fleet management may... Read More

OLAP, An Alternative Technology Over Spreadsheets

Are Spreadsheets Robbing your Enterprise of Competitive Advantage?'90% of "average"... Read More

How to Make Own CMS

Every day millions of new web documents emerge on the... Read More

Online PowerPoint Presentation ? Convert PowerPoint to Flash

Although we don't know whether Microsoft ever envisioned such a... Read More

What is Shareware?

Shareware is software that you can try before you buy;... Read More

MicroWorld Releases New Version of MailScan Ver. 4.5 - Antivirus and Content Security Software

MicroWorld Technologies, Inc. the leading solutions provider in the area... Read More

eConnect: eCommerce Development for Microsoft Great Plains

Microsoft Business Solutions Great Plains has several options to enable... Read More

Windows Screensavers Explained

In this article you will find some background information about... Read More

Microsoft Great Plains - Typical Problems And Fixes ? Overview For IT Administrators

How to delete the user? This is the first problem... Read More

Navision Customization: C/SIDE, C/ODBC, C/FRONT, XBRL ? Development Options

Microsoft bought Navision, Denmark based software development company, along with... Read More

Scrap Booking Online: Word Perfect or Corel Graphics Suite?

Scrapbooks are very popular these days. I think that almost... Read More

Lotus Domino/Notes - Microsoft Great Plains Tandem as ERP with Documents Workflow - Overview for IT

Lotus Domino/Notes ? Microsoft Great Plains tandem as ERP with... Read More

Microsoft Great Plains Partner Selection: Overview

Microsoft Great Plains, Navision, Solomon and Axapta are Microsoft Business... Read More

Microsoft Great Plains Customization Tools ? Overview

Former Great Plains Software Dynamics/eEnterprise, and currently Microsoft Business Solutions... Read More

Behave, Word, Behave!

If you copy something from a Web site or elsewhere...... Read More

Belleville rental limo ..