Avaya IP Office screen pops with custom CRM

[brownbrowny]

Client has Avaya IP Office R9 with Voicemail Pro and One-X Portal
But their CRM is custom built, I can only locate manuals and Plug-ins to setup screen pops with known CRMs like Salesforce, SugarCRM, Microsoft Dynamics etc...

Is it possible to integrate Custom built CRM with One-X Portal or any Avaya IP Office application
So that inbound/outbound calls open a screen pop to CRM to locate existing customer account or create new account for customer not already in database.
Client is looking for something that can enable the following features:
Recognize calling number
Link to CRM
Call logging
Screen Pops
Click to Dial


They have developers that currently program their CRM, just need to know what middleware if any is needed to allow custom built CRM to integrate with Avaya IP Office


The following link is an example of the type of features client would like to be able to have (NOTE: This example is using Microsoft Dynamics CRM)

Link


I think I can do anything, until I've tried and realized I can't.

 

[janni78]

Hard to tell when you don't know how their application is built, but they could solve all those thing through TAPI.

"Trying is the first step to failure..." - Homer

 

[holdmusic34]

All you can do is output to TAPI and use a wav user pro license from your side.
Introduce the developer to the Avaya DevConnect program.

Sometimes I wonder.

 

[brownbrowny]

@ janni78 They are using .Net and SQL database to build CRM application, when you say all can be solved through TAPI how exactly?
I am having trouble determining if there is software in between that connect calls to CRM database. Or is it possible program CRM to do screen pops and collect call data without any middleware.

@ holdmusic34 I have installed the TAPILink for single user but you are saying I will need to active 3rd Party Pro License?

I think I can do anything, until I've tried and realized I can't.

 

[intrigrant]

If the CRM software has no TAPI support then it is useless trying to get that working.
It will never work.
However, there are Software packages on the market which can be used if the program is a real Windows application (not web based CRM).
The one I know of is only available in Dutch but I am sure there are many more, use Google to track them down.

 

[janni78]

There are several way so solving it depending on if it's web based or application based.

If it web based you can build an application that pops the webpage based on CLI for example, or use one of the applications that are available for purchase that have this feature.
If it's application based you could implement TAPI directly into the application.

The developers need to look into the different APIs and figure out what to use.
It's hard to say how they gonna do it since we know nothing of the application, but anything is possible with time or/and money =)

"Trying is the first step to failure..." - Homer