Make and receive calls from Dynamics AX with Panasonic PBX

implementation valid for AX2012 R2/ R3

Description

The Sales and Marketing module of Microsoft Dynamics AX 2012 R2 / R3 offer TAPI telephony capabilities. Using a Panasonic KX-Series PBX TAPI Service Provider, you can make and receive call from Microsoft Dynamics AX. The integration of Panasonic PBX TSP with a CRM/ ERP application could add great benefits to organization customer service productivity. In this example, we use Microsoft Dynamics AX R3. Note: We have done the same implementation for Microsoft Dynamics AX 2009. Follow this link for more information: http://www.slideshare.net/lecadoujr/making-call-with-panasonic-communications-assistance

Integration with Microsoft Dynamics AX 2009

The idea to integrate Panasonic PBX with Microsoft Dynamics AX 2012 came when I was looking for solutions that will help our customer service personnel to improve their productivity. As leading provider of business communication infrastructure and application, Panasonic was already our supplier.

Download the Panasonic PBX TSP software

The software can be downloaded at the following location http://randersoft.com/en/downlo ad.shtml

The installation instruction is available at http://randersoft.com/download/tda/PanasonicTSP instManualv411.pdf

For this example, we have used the following TSP: Panasonic KX-TDA/TDE/NCP/NS (TSP v4.2 x64).

This was the best TSP that suits our PBX.

Enable the telephony integration configuration key on Microsoft Dynamics AX

To enable the telephony on MS Dynamics AX 2012 R3 do the following: - Open the Configuration form on Administration >> System administration >> Configuration

>>Licensing >>License configuration - Click on the Sales and Marketing Series node and then enable the Telephony integration

feature

Telephony Integration Configuration key

Areas affected: Controls access to the TAPI/CTI (Computer telephony integration) functionality. Comments: If the Telephony Integration key is enabled, the system allows you to call directly from the system if the necessary hardware and software have been installed.

Set up area code on Windows

This step is not necessary if you have already setup the Phone and Modem module on Windows. To activate the Computer Telephony Integration (CTI) feature on Windows (here Windows 7): - go to Control Panel - Phone and Modems and enter the following information

o In the Dialing Rules tab, click on the new button o This will open the Edit Location form. o There select your Country / region o And enter your area code number o Click on the Apply button and close the form

Edit Location Form

Setting up Phone parameters on Microsoft Dynamics AX

Phone parameters form allows you to select the TAPI application that will help you make/ receive calls with Dynamics AX 2009.

To open the Phone parameters form go to: Sales and Marketing >> Setup >> Telephony >> Phone Parameters.

To activate your extension line as your Telephony Service Provider (TSP), - select the “Panasonic KX-TDA : Ext0168” in the grid and then click on the “Set active line device”

button and close the Phone parameters form o Note: Ext 168 is the line used for this example; please find the one suitable for you.

Phone parameter form

Setup Telephony parameters in the Sales and Marketing Parameters Form

Path: Sales and Marketing >> Setup >> Sales and Marketing Parameters Then select the Telephony tab We need this option to allow Outbound calls to be successful. At this step, we will only add “9” in the Standard outbound phone number field.

Telephony Activities Parameters

Note: In the Standard outbound phone number field the “9” is the number that we hit first before

dialing any phone number. So this might be different for your company. Please check with your PBX administrator.

Making your fist call

Now, that everything is set we can our first call To do this - Go to Sales and Marketing >> Common >> Contacts>> All Contacts - In the select one contact name - Click on the phone the icon to initiate the call from Dynamics AX. -

A Phone Call form will pop up and assist you during the call. Once you are done you can hang-up from the form or from your handset.

Dynamics AX 2012 R3 Phone Call assistance form

Let me finish

The implementation of the inbound /outbound calls through the Sales and Marketing module requires more customizations and some calls policies. This information is out of the scope this demo. In our case, we did not stop at the step of making / receiving calls but we have implemented several others features that will make our telemarketers more efficient and working with workflow rules.

Thank you Julien Robert Lecadou: Lecadou@gmail.com