- 1. User's GuideMS CRM ConnectorRelease 3.0.3 - Issue 0 Printed
on 2 July, 2008
2. 2006 Avaya Inc. All Rights Reserved.Notice While reasonable
efforts were made to ensure that the information in this document
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the Avaya Web site: http://www.avaya.com/support.For the most
current versions of documentation, go to the Avaya support Web
site: http://www.avaya.com/support. 4. iv ContentsPreface 5
Knowledge Base
...........................................................................................................................................5
Related Documents
.......................................................................................................................................5
Introduction6 What is MS CRM Connector?
......................................................................................................................7
Licensing - MS-CRM
...................................................................................................................................9
Error Logging
.............................................................................................................................................10
System Requirements 11 Supported
Languages..................................................................................................................................11
Installation Requirements
...........................................................................................................................11
Installation14 Install Application
......................................................................................................................................15
Administration16 Configure MS CRM Connector via Interface
.............................................................................................17
MS
CRM.....................................................................................................................................................19
License
Director..........................................................................................................................................21
Smart
Dial...................................................................................................................................................22
Formatting of Contacts
....................................................................................................................23
Other
...........................................................................................................................................................24
Configure MS CRM Connector via Configuration
File..............................................................................26
Operation 28 Start MS CRM
Connector...........................................................................................................................29
Start MS CRM
............................................................................................................................................31
Call Contact
................................................................................................................................................33
Call Account
...............................................................................................................................................35
Answer Call
................................................................................................................................................37
MS CRM Server 39 Customize MS CRM Server
.......................................................................................................................40
Glossary of Terms 41 Index 42 5. 5 CHAPTER 1Preface This chapter
provides information that will help you use this document.In This
Chapter Knowledge
Base.................................................................5
Related Documents
............................................................5
Knowledge Base For information on any errors and updates relating
to this document, visit the Avaya Contact Center Express Knowledge
Base (http://support.avayacce.com).Related Documents For
information on how to use Agent, refer to the Agent User Guide. 6.
6 CHAPTER 2IntroductionIn This Chapter What is MS CRM Connector?
...........................................7 Licensing -
MS-CRM.........................................................9
Error
Logging.....................................................................10
7. Introduction7 What is MS CRM Connector? Microsoft Business
Solutions CRM is a browser-based customer relationship management
(CRM) application that enables you to automate sales and marketing
functions and to manage sales and customer service activities in
your organization.Microsoft CRM (MS CRM) offers four modules;
Workplace, Sales, Service and Reports. MS CRM Connector plugs into
MS CRM and extends the capability of both Sales and Service. From
the screen, you can:Call contacts in your Contacts list on their
business, home or mobilephone Call contacts in your Accounts list
on their main or other phone View contact screen-pops with inbound
calls. MS CRM Connector Dial buttons automatically appear in the
toolbar of all Contact and Account records. They represent the
phone numbers stored in the MS CRM SQL database. For example, if
you click, MS CRM Connector dials the Business Phone number. 8.
Introduction8Agent MS CRM Connector uses Agent as an out-of-process
server and, as a result, an agent has access to Agent's many
screen-based call control functions.Telephone functions normally
achieved by pressing buttons on the telephone are accessed through
keystrokes or mouse clicks on the computer.By choosing to make the
Agent callbar visible while you are using MS CRM (see "MS CRM" on
page 19), an agent can: End a call Hold a call Listen hold a call
Deflect a call Send DTMF tones Transfer a call Conference a call
with up to six members Drop yourself or another party from a
conference call Forward all incoming calls to voicemail or another
extension The Agent callbar occupies minimal desktop space. Dynamic
call controls present the agent with only the available options for
a given call, minimizing error rates and training requirements. 9.
Introduction9 Agent also incorporates Microsofts premier
applications programmingtechnology, Visual Basic for Applications.
This allows the rapidcustomizing of Agent and integration with
existing data. Agent is available in English, Chinese (Simplified),
Chinese(Traditional), French, German, Italian, Korean, Japanese,
Portuguese(Brazilian), Russian, Spanish (Castilian) and Spanish
(Colombian). Inaddition, the application's custom language control
allows developers tochange existing strings to suit local dialects
or entirely new languages. For information on how to use Agent,
refer to the Agent User Guide.Licensing - MS-CRMTo use MS CRM
Connector, you need to buy one CCE MS-CRM licensekey (this will
cover unlimited users) and one CCE Voice license key withenough
run-time licenses to cover the number of agents using MS
CRMConnector. The CCE Voice license allows MS CRM Connector to use
Agent as anout-of-process server. License keys are added to License
Director (a central repository for allContact Center Express
licenses) using Contact Center Express ControlPanel. For
information on how to add a license key to License Director, refer
tothe Application Management Service User Guide. Note: You can
request a free, ten-user, 30-day trial license via the AvayaContact
Center Express website(http://www.avayacontactcenterexpress.com).
You will receive the triallicense key via email. When the trial
period expires, you need to purchaselicenses to use the Contact
Center Express suite. Licensing Error MessagesOn starting MS CRM
Connector, an error message will display if: The license has not
been set up using the Application Management Service.The license is
a trial-only license and has already expired. The number of
run-time licenses requested exceeds the total number of licenses
purchased. The server running License Director or License Director
itself is not available.For more information on how MS CRM
Connector interacts with LicenseDirector, refer to the License
Director User Guide. 10. Introduction 10 Error Logging MS CRM
Connector logs error information relating to its own operation to a
series of log files.A new log file is created for each day of the
week. The name of the error log file clearly identifies the
application and the day of the week, for example,
MonMSCRMConnector.log.Once a log file reaches the size limit
specified in its configuration, it is archived and a new file is
created. (Note: The archive only stores one log file. If the second
error log reaches the specified maximum size, it overrides the
previously archived log file.)The types of errors logged by the
error log are determined by the logging level retrieved from the
application's configuration data. Levels of error logging are: 0.
No error logging takes place. 1. Logs fatal, major, minor and trace
information. 2 Logs fatal, major and minor errors. 4. Logs fatal
and major errors. 8. Logs fatal errors only. Each file records the
selected logging level as well as the date, time, location and
description of every error that occurs.Error log files are
automatically saved into the application's current working folder
(the same folder as the application executable).Diagnostic Testing
Error Logging There is one other error log level, which enables you
to create log files that don't override each other every time the
maximum log file size limit is reached. This logging level is
designed for diagnostic purposes only and can be achieved by adding
128 to one of the logging level values mentioned above. For
example, if you specify Error Log Level=129, new error log files
will be continuously created for this application that contain
fatal, major, minor and trace information.Each new file has a
unique name based on the date (year, month and day) and time (in
hours, minutes and seconds) it was created. For example:
20061116155404ASMediaDirector.log.Warning: To prevent a multitude
of log files affecting your available disk space, this error
logging level should only be used for short periods of time while
carrying out diagnostic testing. 11. 11 CHAPTER 3System
RequirementsIn This Chapter Supported Languages
.........................................................11
Installation
Requirements...................................................11
Supported Languages MS CRM Connector is currently available in
English only.Installation Requirements The specifications listed
here are the minimum recommended. As far as is known and unless
otherwise stated, Contact Center Express and its components should
be compatible with all higher specification hardware configurations
and software versions that those listed here.Note: The following
are not yet supported Microsoft .Net Framework 3.0 Microsoft .Net
Framework 3.5 SQL Server 2008 12. System Requirements 12Desktop For
Contact Center Express Desktop, Contact Center Express Reporting
and Contact Center Express Control Panel.Hardware: 1.6 GHz Pentium,
512MB of RAM, 50MB of free hard disk space, DVD drive, graphics
card capable of supporting 1024x768 resolution monitor, mouse or
other Windows-compatible pointing device, and TCP/IP LAN
connection.Software: Either Windows Vista (Enterprise), Windows XP
Professional 32-bit SP2/SP3, Citrix Presentation Server 3.0.2 or
Windows Terminal Services 32-bit with Application Enablement
Services (AE Services) client software release 3.1.1, Microsoft
Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0
SP1.Server For License Director, XML Server, Configuration Server,
Application Management Director, Media Director, all Media Stores
and Gateways, Call Routing Server and IVR Server.Hardware: A 2.4
GHz Pentium with 2GB of RAM.Software: Either Windows 2003 Server
(Enterprise & Standard) 32-bit, Windows 2008 Server (Enterprise
& Standard) 32-bit with Application Enablement Services (AE
Services) client software release 3.1.1, Microsoft Internet
Explorer 6.0 SP1 and Microsoft .Net Framework 2.0 or 2.0 SP1.
VMWare and Virtual Server are also supported.Interaction Data
Service The Interaction Data Service requires its own dedicated
server with the same minimum requirements as the server
specifications listed above - excluding Microsoft Internet Explorer
which is not required.Database Interaction Data Server
(ActiveInteractionData) and Configuration Server (ACS) databases
may be installed on either Microsoft SQL Server 2000 or Microsoft
SQL Server 2005 Express (provided on DVD). ASMediaStore and
ASContact databases must be installed on either Microsoft SQL
Server 2005 or Microsoft SQL Server 2005 Express. For best
performance host Microsoft SQL Server on a dedicated machine and
ensure that both the Interaction Data Server and ASContact database
are run on identical operating systems.DIP for Avaya IVR Avaya IR
1.2, 2.0 and 3.0.Email Server 13. System Requirements 13Microsoft
Exchange Server 2003, Version 6.5 (Only POP3/SMTP
supported).Developers Developing applications: Windows XP
Professional 32-bit SP2/SP3 with Microsoft Visual Studio 2005,
Application Enablement Services (AE Services) client software
release 3.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net
Framework 2.0 or 2.0 SP1. 14. 14 CHAPTER 4Installation In This
ChapterInstall
Application..............................................................15
15. Installation15 Install ApplicationFor instructions on how to
install this application, refer to the ContactCenter Express
Installation Guide.pdf. The Contact Center Express Installation
Guide is on the Contact CenterExpress DVD (Overview and
Miscellaneous folder) or can bedownloaded from the Avaya Contact
Center Express
website(http://www.avayacontactcenterexpress.com/public_documentation.htm).
16. 16 CHAPTER 5AdministrationIn This Chapter Configure MS CRM
Connector via Interface ....................17 MS CRM
............................................................................19
License Director
.................................................................21
Smart Dial
..........................................................................22
Other...................................................................................24
Configure MS CRM Connector via Configuration File.....26 17.
Administration17 Configure MS CRM Connector via InterfaceNote:
Telephony-related configuration data, such as the monitored
stationand switch T-Link, is derived from Agent's configuration. 1
To configure MS CRM Connector: Double-click the MS CRM Connector
icon on your desktop, or Click the Start button on the Windows
Taskbar and select Programs > Avaya Contact Center Express >
Desktop > MS CRM Connector from the pop-up menu. The first time
you open MS CRM Connector after installation, the following message
appears in the Taskbar Notifier: "Loaded configuration is not
enough to start the application, please check settings."2 To
configure all the settings required for MS CRM
Connector'soperation, right-click the MS CRM Connector icon on the
WindowsTaskbar and select Settings from the pop-up menu. 18.
Administration 18 The MS CRM Connector Settings dialog box appears.
19. Administration 19 MS CRM1 Click the MS CRM tab.2 If you expect
Agent to be already running when MS CRM Connectorstarts up, leave
the default value of True beside Expect AgentRunning?. Selecting
True stops the startup of MS CRM Connectorand requires the user to
manually start Agent first. Note: By startingAgent first, Agent is
visible to the user.If you do not expect Agent to be already
running when MS CRMConnector starts up, change the value to False.
Selecting False allowsMS CRM Connector to start up and
automatically ('silently') start andconnect to Agent in the
background. Note: By starting Agent silently,Agent is not visible
to the user.3 Type the name of the server running the MS CRM server
componentin the MS CRM Server Name text box. Note: This must be a
resolvableDNS name. Do not use an IP address.4 From the Screenpop
Lookup drop-down list box, select which tablesare looked up to find
a match on incoming calls. Options are: Do nothing (no lookup is
performed on incoming calls) Lookup Account (only the account is
looked up) Lookup Contact (only the contact is looked up) Lookup
Both Account and Contact (both the account and contact are looked
up) 20. Administration 20 5 From the Unknown Caller Action
drop-down list box, select which action you want the application to
take if it doesn't recognize the phone number of an incoming call.
Options are:Do Nothing (no action is taken)Pop New Contact Screen
(a blank contact record is opened)Pop New Account Screen (a blank
account record is opened) 6 From the Multiple Match Action
drop-down list box, select which action you want the application to
take when multiple matches are found. Options are:Do Nothing (no
screen pops appear)Prompt User To Select (a grid of matches is
displayed allowing theuser to screen pop the desired match)Pop All
Matches (screen pops appear for all matches found)If Prompt User to
Select is selected, the following form appears formatched
contacts:If Prompt User to Select is selected, the following form
appears formatched accounts: 7 In the Refresh Phonebooks Interval
text box, type how often, in seconds, you want MS CRM Connector to
update the phone number information it uses to provide matching
screen pops. This number dictates how often MS CRM Connector will
create a copy of the MS CRM database, remove all number formatting
and store the numbers locally. The minimum value you can use is
3600 seconds (1 hour). Note: When no match is found in the locally
stored data, MS CRM Connector searches the MS CRM database
directly. 21. Administration21 License Director 1Click the License
Director tab. 2 Type the primary and secondary License Director IP
addresses and port numbers MS CRM Connector will use to request and
release licenses. Note: The default port number is 29095. 22.
Administration22 Smart DialSmart Dial automatically adds the
required PSTN, IDD and STD accesscodes to phone numbers when they
are selected in MS CRM.1 Click the Smart Dial tab.2 To activate
Smart Dial functionality, tick the check box beside SmartDial
Enabled.3 Type your location-specific dial properties in the text
boxes. Country Code is your country code. Area Code is your local
area code. IDD Access is the code required to make an international
call. STD Access is the code required to make a national call.
Internal Digits is the maximum number of digits that can be dialed
on the switch for internal extension calls. (MS CRM Connector uses
this to determine whether the PSTN Access code should be appended
to the number to be dialed.) PSTN Access is the code required to
dial an outside line. 23. Administration 23 Formatting of Contacts
There are two tables in the MS CRM SQL database where contact phone
numbers are stored: Contacts and Accounts.If you want your
application to use Smart Dial functionality:Leave out all PSTN, STD
and IDD access codes. (PSTN is the coderequired to dial an outside
line, STD is the code required to make anational call, and IDD is
the code required to make an internationalcall.)Use a single space,
hyphen or parentheses to separate area codes fromthe local
number.For example: 3 4770576, 3-4770576, (3) 4770576 or
(3)4770576.Prefix all country codes with +.For example: +64 3
4770576, +64-3-4770576, +64 (3) 4770576 or+64(3)4770576 If you
don't want to use Smart Dial functionality, type the phone numbers
exactly as you would dial them, including PSTN, IDD, STD access
codes, as well as country and area codes. For example: 14770576,
103 4770576 or 10064 3 4770576. 24. Administration24 Other 1 Click
the Other tab. Error Log Settings 2 Click the drop-down arrow and
select the level of error detail you want saved in the error
log.None. No error logging takes place.Information. Logs fatal,
major, minor and trace information.Minor. Logs fatal, major and
minor errors.Major. Logs fatal and major errors.Fatal. Logs fatal
errors only. 3 In the Maximum File Size text box, type the maximum
amount of information, in kilobytes, that will be stored in an
error log file before it is archived. 4 If you don't want the
option of debugging the application with tools like DebugView,
select False from the Debug Output Enabled drop- down list
box.Taskbar Notifier Settings 5 If you don't want the Taskbar
Notifier to display error messages, select False from the Show
Error Enabled drop-down list box. 6 If you don't want the Taskbar
Notifier to display status messages, select False from the Show
Status Enabled drop-down list box. 25. Administration25 7 To save
all your MS CRM Connector settings, click the OK button. The
following message appears in the Taskbar Notifier: "Configuration
check complete. Please wait while connections are initialized." 26.
Administration 26 Configure MS CRM Connector via Configuration
FileA few parameters are not configurable via the MS CRM
Connectorinterface. They must be set via the configuration ini file
or ConfigurationServer. Note: These parameters are for advanced
users. Default values aresatisfactory for most users. To configure
these parameters:1 Open MS CRM Connector.ini from the application's
installationfolder.2 Where necessary, configure the following
parameters:Disable Phonebooks Caching. If set to False, this
setting enables thecaching of Accounts and Contacts records.
Caching strips out non-numerics such as + ( ) and spaces in phone
numbers. This allowsphone numbers to be stored inside MS CRM in a
user friendly format(e.g. +64 (9) 477 0641). Note: If the number of
Accounts andContacts records exceeds 10,000, memory and performance
issuesmay arise. If caching is disabled, the database is searched
directly.Save Phonebooks Cache To File. If set to False, this
setting createsfour files for analysis/debugging purposes:
accounts_retrieved.xml,accounts_cached.xml, contacts_retrieved.xml
andcontacts_cached.xml.Account Attributes To Cache. A
comma-separated list of Accountattributes to be cached. The default
is:telephone1,telephone2,telephone3. Note: The actual attribute
schemaname is required. The name displayed on MS CRM web pages
maybe different to the actual schema name. For example: telephone1
maybe displayed as Business Phone.This parameter is used when
caching is enabled (ie. DisablePhonebooks Caching parameter is set
to False).Contact Attributes To Cache. A comma-separated list of
Contactattributes to be cached. The default
is:telephone1,telephone2,telephone3,mobilephone. Note: The
actualattribute schema name is required. The name displayed on MS
CRMweb pages may be different to the actual schema name. For
example:telephone1 may be displayed as Business Phone.This
parameter is used when caching is enabled (ie. DisablePhonebooks
Caching parameter is set to False). 27. Administration 27Account
Attributes To Lookup. A comma-separated list of Accountattributes
to be looked up. The default is:telephone1,telephone2,telephone3.
Note: The actual attribute schemaname is required. The name
displayed on MS CRM web pages maybe different to the actual schema
name. For example: telephone1 maybe displayed as Business
Phone.This parameter is used when caching is disabled (ie.
DisablePhonebooks Caching parameter is set to True).Contact
Attributes To Lookup. A comma-separated list of Contactattributes
to be looked up. The default
is:telephone1,telephone2,telephone3,mobilephone. Note: The
actualattribute schema name is required. The name displayed on MS
CRMweb pages may be different to the actual schema name. For
example:telephone1 may be displayed as Business Phone.This
parameter is used when caching is disabled (ie. DisablePhonebooks
Caching parameter is set to True). 3 Save your changes. 28. 28
CHAPTER 6OperationIn This Chapter Start MS CRM
Connector..................................................29 Start
MS CRM
...................................................................31
Call
Contact........................................................................33
Call Account
......................................................................35
Answer
Call........................................................................37
29. Operation29 Start MS CRM ConnectorPre-requisitesBefore you can
run MS CRM Connector:It must be in the same domain as the MS CRM
Server.Agent must be fully configured and operationalCCE Voice and
CCE MS-CRM licenses must also be configured inApplication
Management Service.1 If you want the Agent callbar to be visible
for screen-based callcontrol (instead of using your handset), start
Agent by either:Double-clicking the icon on the desktop, orClicking
the Start button on the Windows Taskbar and selectPrograms >
Avaya Contact Center Express > Desktop > Agent >Agent from
the pop-up menu.Note: If you do not start Agent before MS CRM
Connector, Agentwill run silently in the background but the callbar
will not be visiblefor screen-based call control.2 To start MS CRM
Connector:Double-click the MS CRM Connector icon on your desktop,
orClick the Start button on the Windows Taskbar and selectPrograms
> Avaya Contact Center Express > Desktop > MS CRMConnector
from the pop-up menu.Agent errorIf you have not started Agent and
MS CRM Connector is configurednot to open without Agent running,
the following error messagedisplays:a) Click OK to close the error
message box. 30. Operation 30 b) Right-click the MS CRM Connector
icon on your Windowstaskbar and select Exit from the pop-up menu.
This closes MSCRM Connector. c) Start Agent and re-start MS CRM
Connector. Licensing error Upon starting MS CRM Connector, an error
message will display if:Licenses (CCE MS_CRM for MS CRM Connector
and CCEVoice for Agent) have not been set up in the Contact
CenterExpress Control Panel.The number of run-time licenses
requested exceeds the totalnumber of licenses purchased.License
Director is not available. Make sure all these licensing conditions
are met and re-start MS CRM Connector. Connection notification When
MS CRM Connector has successfully connected to the MS CRM Server, a
notification message will appear from your Windows taskbar. Note:
You may have to wait a few seconds for the connection to be made.
31. Operation31 Start MS CRM1 Start Internet Explorer and access
your MS CRM homepage.2 Access the Sales or Service modules by
clicking either or .3 If you want to use Agent's user-friendly
screen-based callbar whileyou are running MS CRM, right-click the
MS CRM Connector iconon your Windows taskbar and select Show Agent
from the pop-upmenu. 32. Operation 32 4 If you want to hide Agent's
callbar because you prefer to use your physical handset,
right-click the MS CRM Connector icon on your Windows taskbar and
select Hide Agent from the pop-up menu. 33. Operation 33 Call
ContactTo call a contact in the MS CRM Connector Contacts list: 1
Click .2 Double-click the name of the contact you want to call. The
contact'srecord appears. 34. Operation 34Note: Any numbers set up
in the MS CRM SQL database display inthe Business Phone, Home Phone
and Mobile Phone fields. 3 If you need to change a phone number
before dialing, make thechange and click. 4 Click the button
displaying the phone you want to call. The phone number is
automatically dialed. Note: If Smart Dial is enabled in MS CRM
Connector's configuration,any required STD, IDD or PSTN access
codes are automaticallydialed with the number. Any codes that
aren't required are dropped.Note: If you have Agent visible and you
want to hold, transfer, conference or listen hold the active call,
you can learn how to do this by referring to the Agent User Guide.
Alternatively, you can display Agent's on-screen Help file by
clicking the Agent callbar and pressing [F1] key on your keyboard.5
After the call is finished, make any changes to the contact's
record and click Save. 35. Operation 35 Call AccountTo call a
contact in the MS CRM Connector Accounts list: 1 Click.2
Double-click the name of the contact you want to call. The
contact'srecord appears. 36. Operation 36Note: Any numbers set up
in the MS CRM SQL database displays inthe Main Phone and Other
Phone fields. 3 If you need to change a phone number before
dialing, make thechange and click. 4 Click the button displaying
the phone you want to call. The phone number is automatically
dialed.Note: If Smart Dial is enabled in MS CRM Connector's
configuration,any required STD, IDD or PSTN access codes are
automaticallydialed with the number. Any codes that aren't required
are dropped.Note: If you have Agent visible and you want to hold,
transfer, conference or listen hold the active call, you can learn
how to do this by referring to the Agent User Guide. Alternatively,
you can display Agent's on-screen Help file by clicking the Agent
callbar and pressing F1 key on your keyboard.5 After the call is
finished, make any changes to the contact's record and click Save.
37. Operation 37 Answer Call When a call is alerting, MS CRM
Connector tries to match the ANI of the incoming call to a
telephone number in your Contacts or Accounts list.If it doesn't
find a match, MS CRM Connector behaves according to its
configuration settings; it either does nothing or it opens a blank
Contact or Account record.If it finds a match, the contact's record
appears: To answer the call: pick up your phone receiver (if you do
not have Agent visible), or click the alerting call appearance on
the Agent callbar. When the call connects, the call appearance
indicator turns green: 38. Operation38Note: If you have Agent
visible and you want to hold, transfer, conference or listen hold
the active call, you can learn how to do this by referring to the
Agent User Guide. Alternatively, you can display Agent's on-screen
Help file by clicking the Agent callbar and pressing F1 key on your
keyboard. 39. 39 CHAPTER 7MS CRM ServerIn This Chapter Customize MS
CRM Server...............................................40 40. MS
CRM Server 40 Customize MS CRM Server In order for MS CRM Connector
to make outbound calls, the MS CRM Server must be customized. This
customization involves adding dial buttons to all Contact and
Account records.Note: This procedure applies to MS CRM Server,
Version 1.2 and 3.0.3.To add dial buttons to MS CRM Contact and
Account records: 1 Ensure ISV (Independent software vendor)
Integration is enabled by modifying the main 'web.config'
configuration file located under [C:Inetpubwwwroot]. 2 Copy all the
files (images, htm, isv.config) from [CD:Contact Center Express
Release VersionContact Center ExpressDesktopMS CRM ConnectorServer
Installation Notes] to the [C:Inetpubwwwroot_Resources] folder in
your MS CRM Server. Note: If you are already using other
customizations and would like to keep your original isv.config,
simply copy the additional entries found in the Contact Center
Express version of isv.config and save these into your original
isv.config. 41. 41 Glossary of Terms A Station ANI A telephone. See
Automatic Number Identification. STD Access Avaya CMThe code
required to make a national call. Avaya Communication Manager
(Avaya CM) Switch is the telephony software that drives Avaya
MultiVantage communications applications. ItA private switching
system providing voice- powers telephony call processing, call
controlonly or voice and data communications and messaging, and
integrates with otherservices (including access to public and
private value-added applications. networks) for a group of
telephones within a single premises. D DN T Telephone Directory
Number. Normally the phone number or extension of your
telephone.The physical telephone handset. Also referred to as the
voice terminal. I Telephony Server IDD Access The server running
Avaya Computer The code required to make an international Telephony
server software that integrates voice call. and data between your
Avaya Communication Manager and your business application IP
address environment. Internet Protocol address. The address of a
computer attached to a TCP/IP network. Every client and server
station has a unique IP address. IP addresses are written as four
sets of numbers separated by periods; for example, 204.171.64.2.P
PSTN Access The code required to dial a line outside your
building.S Smart Dial A feature that automatically adds the
required PSTN, IDD and STD codes to phone numbers you are about to
dial. 42. 42 IndexAP
Administration...............................................16Preface
............................................................ 5
ANI................................................................41PSTN
Access ................................................ 41 Answer
Call...................................................37 Avaya CM
.....................................................41RRelated
Documents......................................... 5 C Call
Account..................................................35S Call
Contact...................................................33Smart
Dial............................................... 22, 41
Configure MS CRM Connector via Start MS CRM
.............................................. 31 Configuration
File......................................26 Start MS CRM Connector
............................ 29 Configure MS CRM Connector via
Interface17
Station...........................................................
41 Customize MS CRM Server..........................40STD Access
.................................................. 41Supported
Languages ................................... 11 DSwitch
........................................................... 41 DN
.................................................................41
System Requirements ................................... 11 ET Error
Logging ................................................10
Telephone .....................................................
41Telephony Server.......................................... 41 FW
Formatting of Contacts..................................23What is
MS CRM Connector?........................ 7 I IDD Access
...................................................41 Install
Application .........................................15
Installation.....................................................14
Installation Requirements..............................11
Introduction .....................................................6
IP address ......................................................41
K Knowledge Base..............................................5 L
License Director ............................................21
Licensing - MS-CRM......................................9 M MS CRM
...................................................8, 19 MS CRM
Server............................................39 O
Operation.......................................................28
Other..............................................................24
