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Make and receive calls from Dynamics AX 2009 with Panasonic CA

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Information about Make and receive calls from Dynamics AX 2009 with Panasonic CA
Education

Published on March 3, 2014

Author: lecadoujr

Source: slideshare.net

Description

The idea of integrating Panasonic CA with Microsoft Dynamics AX 2009 came when I was looking for solutions that will help our customer service personnel to improve their productivity.
As a leading provider of business communication infrastructure and application, Panasonic was already our supplier. So, the choice of the Panasonic CA was not difficult to make.
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Make and receive calls from Dynamics AX 2009 with Panasonic CA Description Panasonic CA series is a productivity application suite. This system has the following benefits: - Seamless Networking Across Multiple Platforms - Enhanced Voice Messaging - Versatile, Intuitive Conferencing Options With Panasonic CA the users can initiate and receive calls from/to their desktop application. The integration of Panasonic CA with a CRM application could add great benefits to organizations’ customer service productivity. Integration with Microsoft Dynamics AX 2009 The idea of integrating Panasonic CA with Microsoft Dynamics AX 2009 came when I was looking for solutions that will help our customer service personnel to improve their productivity. As a leading provider of business communication infrastructure and application, Panasonic was already our supplier. So, the choice of the Panasonic CA was not difficult to make. Alternative to Panasonic CA For people looking to save money there is an alternate cheaper solution than Panasonic CA, it is Rander 5 provided by Randersoft.com. Enable the telephony integrationconfiguration key on Microsoft Dynamics AX To enable the telephony on MS Dynamics AX 2009 do the following: Open the Configuration form by going to Administration >> System >> Configuration - Click on the CRM Series node and then enable the Telephony integration feature CRM Integration Configuration key Areas affected:Controls access to the TAPI/CTI (Computer telephony integration) functionality.

Comments: If the Telephony Integration key is enabled, the system allows you to call directly from the system if the necessary hardware and software have been installed. Set up area code on Windows This step is not necessaryif you have already setup the Phone and Modem module on Windows. To activate the Computer Telephony Integration (CTI) feature on Windows (here Windows 7): - go to Control Panel - Phone and Modems and enter the following information o In the Dialing Rules tab, click on the new button o This will open the Edit Location form. o There, select your Country / region o And enter your area code number o Click on the Apply button and close the form Edit Location Form

Install the Panasonic Communications Assistant Software - Go to http://www.panasupport.hu/html/telecom/CAClient_4_0_0_52(World_64bit).zip , to download the CAClient. - Follow the installation instructions from the following link : http://affordablecommunications.com/wp-content/uploads/2013/05/Communication-AssistantOperating-Manual.pdf Dialing Modification Options The Panasonic CA serves as an intermediary between your CRM application and the PBX server that was installed within your Organization. To open the Dialing Modification form, Go To >>Option >>Dialing Modification If you are in the USA, below are the suggested Dialing Rules that you will enter in your Panasonic CA Client. Dialing Modification form Note: You should delete the “1” in the “Other”field.

Setting up Phone parameters on Microsoft Dynamics AX Phone parameters form allows you to select the TAPI application that will help you make/ receive calls with Dynamics AX 2009. To open the Phone parameters form, go to: CRM >> Setup >> Contact Management >> Telephony >> Phone Parameters. To activate Panasonic CA as your Telephony Service Provider (TSP), - Select the “CA 1st Party TSP” line the grid and then click on the “Set active line device” button and close the Phone parameters form. Phone parameter form Setup Telephony parameters in the CRM Parameters Form We need this option to allow Outbound calls to be successful. At this step, we will only add “+1” in the Standard outbound phone number field.

CRM Parameters Setup Employee Details and activate telephony answer In order to make and receive phone calls, it is now necessary to setup the user in the CRM module of Microsoft Dynamics AX 2009. Add the employee to the Employee Table form. To do that go to CRM >> Setup >> Employee details and add the new employee. Note: Consult the CRM learning series for Microsoft Dynamics AX 2009 to learn how to add a new employee. The most important feature here is to activate the telephony answer features in the Employee form. To do this : - Go to CRM >> Setup >> Employee details >> Setup (tab) - Then, find the “Telephony” field group and click on the “Activate answer” check box. Setup User Relations in the Administration Module This is the last step that is needed to be set in order to make / receive calls from Dynamics AX. Now, we will associate the employee with its user profile. To do this: - go to Administration >> Common Forms >> Users to open the Users form - Click on the “User relations” button to open the “User Relations” form. - Click on the General tab and select the Internal user radio button - In the Employee field select the current client employee from the drop down list - Close the form

User Relations form Making your fist call Now, that everything is set, we can make our first call To do this : - Go to CRM >> Common Form >> Contact Details - In the Overview, select one contact name - Click on the phone icon to initiate the call from Dynamics AX. A Phone Call form will pop up and assist you during the call. Once you are done, you can hang-upfrom the form or from your handset. Dynamics AX 2009 Phone Call assistance form

Let me finish The implementation of a call center through CRM software requires more customizations and some calls’ policies. This information is out of the scope of this demo. In our case, we did not stop at the step of making / receiving calls but we have implemented several otherfeatures that will make our telemarketers more efficient and able to work with workflow rules. Thank you Julien Robert Lecadou Lecadou@gmail.com

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