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Microsoft Dynamics Web-based CTI Connector for Cisco

A web-based Computer Telephony Integration solution that embeds a CTI Toolbar inside Microsoft Dynamics Sales or Service, using the Channel Integration Framework for cloud MS CRM and hosted Solution for On-Premise CRM. The embedded CTI toolbar allows the contact center agents to manage call controls and agent state controls from within the Microsoft Dynamics web interface using the Dynamics 365 Channel Integration Framework.

It is one of three types of connectors that we built between Microsoft Dynamics CRM and Cisco Call centers, and has the advantage that it requires no agent-side software to be installed.

For version 2.1 onwards, the architecture has been changed where EF Cisco JS API is being used for communication between the Client and Cisco instead of using the Generic Connector as a backend component. 


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