Dynamcs CRM TAPI Project

We are seeking a solution to increase productivity for inbound calls in our sales center through a managed phone system that can transfer inbound customer calls to sales reps along with the CRM Record at the same time. Our current process of performing these customer lookups can take longer than 60 seconds to receive the call, determine the appropriate sales rep to transfer the call to, and then look up the customer information. Because of the length of time, a number of these calls are lost translating into decreased sales. The application should be capable of capturing caller ID information from the inbound call, matching the caller ID phone number to a customer record in Microsoft CRM (generic look-ups in 5 CRM Telephone fields), and transferring the customer record data to the appropriate sales rep. When a sales rep receives the transferred call, a window should open automatically on their desktop displaying the Microsoft CRM customer record. The switchboard operator workstations will have a call center management application that allows them to see and manage inbound calls. As part of this process, the switchboard application will read and interpret the caller ID information, gather the appropriate customer record information and display the available CRM team members on the account. Finally, the switchboard operator will have the ability to transfer the call and the CRM Contact Record directly from the call center management application with a single click of a button. The client workstations will receive calls transferred by the switchboard operator (or any other user). At the time they receive the call, a screen will appear on their desktops containing the complete CRM record. Call client workstations will have the ability to answer or ignore the call. Ignored calls will go to voice mail allowing for later retrieval of call details. The call center management application (CCM) would be designed to run from any PC that receives incoming calls. When a call is received, the application will display the call details on the screen and attempt to look up extended information for the call including the Contact Record owner, Parent Account and the associated customer record. If found, the CCM on-screen display will refresh with this extended data and allow for rapid transfer to the sales rep through a single click interface. Alternatively, the switchboard operator can transfer the call to any user that is connected to the CCM application through the CCM. In addition to developing the proposed applications, structural changes to the database will be required to optimize the search and retrieval of caller information. Structural changes include stored procedures, user-defined functions and static views designed to get information as quickly as possible from the CRM database to the call application. Technologies used: Microsoft Dynamics CRM 4.0 rollup 10 SQL Server 2008 Windows Server 2008 Avaya IP Office 6.0 w/ Avaya TAPI clients on all workstations