Telephony

Telephone interface

Here you must specify the communication device (softphone) to compose and receive a phone call. Without this, no incoming or outgoing call will be possible.

You can choose your communication device from the following options:

• Lync: To connect to Microsoft Lync 2010 client. By choosing this option, you can also specify the SIP field name containing your CRM contacts SIP addresses to distinguish among other contacts.
• TAPI: Telephony Application Programming Interface. This option requires a TAPI driver installed on your machine. Choose the driver in the TAPI provider list.

Phone number translation

n this section you can define the regular expressions that correspond to you telephone number syntax in you CRM as well as in your telephone interface. Two types of rules provide the mechanism for the transformation:

• Transformation rule for the PABX: Translation the phone numbers from your softphone in order to display it in the CTI and search the contact in the CRM.
• Transformation rule for the CRM: Translation of the phone numbers of your CRM to compose in your softphone.

You can define general, or multiple rules. Each of them let you treat differently internal, local, national or international calls, by example. The rules are evaluated sequentially using a priority order. The first one that matches the number will be used for translation.

The format is described using the Regular Expressions. Regular expressions provide a concise and flexible means for identifying strings of text of interest, such as particular characters, words, or patterns of characters. You can see a full description of Regular Expression on the Wikipedia website.

It is also possible to add a prefix list to exclude the telephone number sent by the PABX, this can be done in order to perform a search in MS-CRM with known numbers. For example, if you have a telephone service that allows you to cheaper calls abroad by adding a special code it is sufficient to add it inside that list. In that way it will not processed during the search of the CRM entity

Note: Our support team can help you to configure these transformation rules (usually the most difficult). To contact our support see chapter Support.

PABX transformation rules

When you configure PABX transformation rules, you must fill the following fields:

• PABX Format: The Regular Expression that will let the application trying to match the phone number.
• Display Transformation: This is how the CTI will display the phone number in the CTI. This format will also be used when dialing the number from the CTI.
• CRM Query Transformation: This is how the CTI will query the CRM to fetch the phone number. The % sign means that any character could be found there. By example if your number may contain dashed or points at certain place, just put a % and then it will match.
• This expression represents an internal number: This tell the CTI that the number matching this expression must be considered as an internal number
• Do a query into the CRM for a number matching this expression: If you uncheck this box, a number matching this expression won't be resolved into the CRM. That means, that only the number will be displayed into the CTI, but never a person name.

CRM Transformation rules

When you configure CRM Transformation rules, you must fill the following fields:

• CRM Format: The Regular Expression that will let the application trying to match the phone number from the CRM.
• PABX Transformation: This is how the CTI should transform the CRM number to be able to dial it correctly. You can use this to add different prefixes, external codes, area codes or international codes.