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Solution Reference

A web-based Computer Telephony Integration solution that embeds a CTI Toolbar inside Microsoft Dynamics CRM. The embedded CTI toolbar allows the contact centre agents to manage call controls and agent state controls from within the Microsoft Dynamics web interface.

It is one of three types of  connectors that we built between Microsoft Dynamics CRM and Cisco Callcenters 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. 

Related Pages

Compatibility Guide

Business Features MS CRM Web-Connector

High Availability (HA) / Duplex Deployment

Solution Components and Architecture

Solution Prerequisites

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