CloudCall – VOIP Telephony

Company:

CloudCall

My Role:

DEVELOPMENT MANAGER, SOFTWARE DEVELOPMENT

Duration:

2 YEARS

Category:

MICROSOFT DYNAMICS CRM

Background

THE BRIEF

To incorporate the CloudCall telephony capabilities into Microsoft Dynamics CRM.

OVERVIEW

CloudCall provide cloud telephony that they integrate integrate into CRMs. Their product was already well established in major CRMs such as Salesforce and Bullhorn but they wanted to break into the Dynamics CRM market. I was brought into the company as the development manager on a split role. My secondary objective was to create the CTI into Microsoft Dynamics.

The challenge at CloudCall was in replicating established telephony features that worked well in Salesforce for Microsoft Dynamics CRM. At the time Saleforce also had an inbuilt framework for handling CTI but there was no such thing in Dynamics. The supportable customisations allowed in Dynamics made replicating some of the features very challenging.

Many telephony features had to be catered for in Dynamics such as, Click to Call, Progressive Dialer, Local Presence, Voicemail Drop, Screen Pops, Call Data, Call Recording, Call Control, Conferencing & Dashboarding

Background

THE RESULT

A Microsoft Dynamics CRM 2015 CTI was introduced to the product stack

The start of a Dynamics integration was created which sat on the new unified interface that was also used by Bullhorn and Salesforce. The plugin was capable of initiating calls and handling inbound calls. The piece that missing from the first release was data synchronisation. Due to other work commitments I was unfortunately never able to see this part completed.

PROJECT FEATURES

UNIFIED INTERFACE

The CTI interface was produced through a Chrome extension which provided a user interface perfect for handling phone calls.

Number Formatting

Numbers were formatted into E164 in order to increase the likely hood of finding contact matches when receiving an inbound call.

Progressive Dialer

Marketing lists were used as “Contact” lists that would feed the progressive dialer allowing automatic calls to be set up and routed back through the agents using Dynamics..

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