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Main Functionalities:
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User-Interface
The Telephone Integration for MS CRM 2011 main user interface is provided by "Balloon" pop-ups. These pop-ups contain all client-side functionalities. The Call Box contains all details about the call (Duration, Direction) and the caller (Name, Location) information. The information to be shown can be configured by the CRM administrator. The Context-menu provides several CRM-functionalities such as: open regarding CRM-records; creating new entity or activity records (e.g. accounts, contacts, phone activities )
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Integrated Search
It is possible to directly search CRM records (accounts, contacts, users, etc.) within the balloon. Therefore there is no need to open CRM to start an outgoing call.
Next to this it is possible to search the call history.
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History
Telephone Integration for MS CRM 2011 keeps detailed track on previous calls. This allows to analyze calling times and and quickly call back by selecting any previous phone call. Additionally, the history search allows users to create contacts, account, phone call activities after the fact (click on the Screenshot to enlarge).
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Integrations
Ti supports direct connection to the phonesystem (requires TAPI driver, TAPI2 and TAPI3 supported),OCS (Microsoft Office Communication Server, Lync) and Skype to perform calls.
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