Integrate MS CRM with call centre avaya

Hi, all.
Prompt please how it is possible to integrate MS CRM with call centre avaya

Hi Elka,
Please check this link : http://www.avayausers.com/showthread.php?p=52698
Let me know, if this is not what you are looking for,
Regards,
Chinmay
http://metrix.blogspot.com

Similar Messages

Getting no where with call centre can anyone pleas...

I nearly 68 years old and this is my first computer and internet package, i am on the BT upto 8mb package but only get around 1.5 mb speed, my son has looked into this for me and told me i have "a stuck at 2000kbps ip profile" he has called the help centre that many times for me i have lost count, they have told me that my IP profile should rise after they changed the wirless chanel for me, that was two months ago and i still count myself lucky if i get 1.6 mb download speed. I was finaly told that the reason i only get this speed is because i live so far away from the bt equipment, can some one let me know if this is true please or is this a case of the indian call centre trying to fob off someone who is new and unused to this technology. I understand you will need the details below to see. The connection time is low as i had to reset the hub to get into the settings as i have lost my password but before that i have not crashed in months.
Thank you
ADSL line status
<script type="text/javascript">// var trClass = ["odd", "even"]; var td1 = ["w3", "Line state", "Connection time", "Downstream", "Upstream"]; var td3 = ["w3", "VPI/VCI", "Type", "Modulation", "Latency type", "Noise margin (Down/Up)", "Line attenuation (Down/Up)", "Output power (Down/Up)", "Loss of Framing (Local)", "Loss of Signal (Local)", "Loss of Power (Local)", "FEC Errors (Down/Up)", "CRC Errors (Down/Up)", "HEC Errors (Down/Up)", "Error Seconds (Local)"]; var td2 = ["", "Connected", "0 days, 0:03:07", "2,272 Kbps", "912 Kbps"]; var td4 = ["", "0/38", "PPPoA", "ITU-T G.992.5", "Interleaved", "17.0 dB / 7.1 dB", "36.0 dB / 19.4 dB", "18.6 dBm / 12.3 dBm", "0", "0", "0", "0 / 0", "0 / 2147480000", "nil / 74311", "0"]; // </script>
Connection information<script type="text/javascript">// createTable("normal", trClass, td1, td2); // </script>
Line state
Connected
Connection time
0 days, 0:03:07
Downstream
2,272 Kbps
Upstream
912 Kbps
ADSL settings<script type="text/javascript">// createTable("normal", trClass, td3, td4); // </script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
17.0 dB / 7.1 dB
Line attenuation (Down/Up)
36.0 dB / 19.4 dB
Output power (Down/Up)
18.6 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 74311
Error Seconds (Local)
0
<script type="text/javascript">// var showButton = new Button("show","","Hide Details", function(){GoAndRemember('bb_dsl.lp','');}); // // ]]></script>

welcome to the forum
you currently are on 21CN up to 20mb but only getting 2mb. If you could not access the hub manager before I think your connection may have been resetting and you probaly just saw the blue lights and assumed connection was stable. your noise margin in high at 17 as normal about again suggesting disconnections.
have you tried the quiet line test dial 17070 option 2 should be quiet and best done with a corded phone if cordless might get a dull hum which is normal.
are you connected to the master or test socket?
At present I would suggest that you leave your hub connected 24/7 for the next 3+days as I think you may well be in a banded profile (nothing to do with ip profile) and it should release your line in 3+days connected.
if after 3+ days connected there is no improvement then I would contact the mods for assistance http://bt.custhelp.com/app/contact_email/c/4951
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How to install and integrate siebel crm with oracle application r12

Hi,
i would like to install siebel sales crm on my linux machine and intigrate it with oracle application r12. i need some kind of doc id or metalink id from which i can get all information.Kindly help on the same.
Thanks,
Vishal Joshi
Edited by: Vishal Joshi on Jan 25, 2011 3:15 PM

Hi,
Most of these integrations are prebuilt. Look for AIA/PIP.
If you check out the presentations from OOW there were session on how other customers have done this.
HTH,
R
Robert Ponder
Lead Architect and Director
Ponder Pro Serve
cell: 770.490.2767
fax: 770.412.8259
email: [email protected]
web: www.ponderproserve.com

CRM 2007 Call Centre Fact Sheet Modification

Hi Gurus
The CRM 2007 CIC Fact Sheet is preconfigired with 6 views:
Installed Base
Service Ticket History
Sales Order History
Generic History View
Service Order History
Complaint History
Is it possible to configure different componient views to be visible as like the BP Account Fact Sheet.
I have reviewed: Maintain Fact Sheet function and it doesn't appear to do what I need.
Many Thanks in advance
Panduranga

Hi Panduranga
Do you want to add other order types to BP Account Fact Sheet?
or Do you want other Component views to look like BP Account Fact Sheet?
regards
Rupesh

Integrating SAP CRM with IBM Websphere Portal

Hi,
Is it possible integrate SAP CRM with IBM Websphere Portal??
if possible please share the knowledge you have..
Thanks in advance..
Naresh

P L E A S E D O N O T C R O S S P O S T I N D I F F E R E N T F O R U M S

How to integrate Google calendar with MS CRM Service calendar

Dear Team,
how to integrate Google calendar with MS CRM Service calendar?
Please reply to below mail id
[email protected]
Thanks & Regards
Dhamodharan R
Thanks & Regards Dhamodharan R Myblog : http://mscrmexpert.wordpress.com

Hello,
The TechNet Website Feedback forum is designed to help Microsoft improve TechNet (technet.microsoft.com) by sending your suggestions and bugs.
Your post is off topic hers, and should be asked in the
Microsoft Dynamics CRM Forum on the Microsoft Dynamics Community.
As Microsoft's Dynamics Community forums are on a different platform, we cannot move the question for you.
Karl
When you see answers and helpful posts, please click Vote As Helpful, Propose As Answer, and/or Mark As Answer.
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Call centre unwilling to help with faulty BT HH5.

I have had BT Infinity2 since activation in July. The HH5 has worked fine, except in one respect, the 5Ghz wireless band. I only connect to the Internet wirelessly with an iPad air and a desktop computer and a Sky Wireless Connector to the Sky box at the other end of the house. The latter two devices which are currently only wifi G devices unsurprisingly only connect on the 2.4Ghz band. The iPad Air usually connects on the 5Ghz band. Unsurprisingly the iPad air connects at the fastest rate. The HH5 almost never drops a connection and has since the beginning synched at about the same rate, between 72000 and 74000 down and 21000 to 22000 up. The fault manifested itself within the first few weeks of service. A hard reset restored normal service. Only in the last few days has the fault returned, which can be rectified with a hard reset, except that now it has to be done every couple of days as the fault keeps returning. I first noticed it because instead of getting between 66-68 meg down and between 18-19 up using the Ookla Speed Test app, now I only got between 1-5 down and between 5-7 up. The router Stats were still the same as they always were. I then accidentally discovered this only appeared to manifest on the 5Ghz band, as when I took the iPad too far from the HH5 and the connection defaulted to the 2.4Ghz band, the speedtest produced much faster results, although unsurprisingly not as good as on the 5Ghz band band. The much slower speeds on the other 2.4Ghz devices downstairs were unaffected. I explained this to the call centre representative which brought the repeated response that nothing could be done unless I was able to connect an Ethernet cable to the modem to run a BT speed test. I said that this would be nigh on impossible as the heavy desktop computer is at the other end of the house, and would be very difficult to move. I also doubt that there would be a problem with the Ethernet connection, as there isn't one with the 2.4Ghz wireless connection. He said that without this, he wouldn't be able to proceed and that was that! Am I now effectively stuck with a faulty HH5 simply because I'm unable to connect an ethernet cable to run a BT Speedtest, even though the fault isn't with synch or throughput speeds on anything other than the 5Ghz band? Given that this fault seems to be quite specific, surely I'm not now going to be stuck hard resetting the HH5 every couple of days!

You may be able to configure your wireless card properties to be more aggressive, prioritise bandwidth, prioritise 5GHz, tolerate 20/40, etc
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Call Centre???

Hi,
I have been asked to suggest an SAP solution to this:
Log calls/requests to HR from employee's (e.g. leavers, absence, Leave, transfers....normal HR processes).
Basically, the requirement is a call centre and the SAP Solution would be CRM but we are on 4.7, Portals, ESS, ITS and no plans for CRM.
The way we are leaning currently is BSP's and workflow with Internal Service Requests.
That looks (relatively) straight-forward but we do need a logging facility so that it would be easy for HR to retrieve the call history etc.... when the Employee request arrives. (I know....CRM....but not really an option)
So, does anyone know of a call logging/centre facility in SAP HR we could use as a starting point?
Thanks.

It could be Lincoln. (Off Ropewalk Lincoln)
BT People
BT’s apprenticeship scheme recruited more than 480
apprentices during 2012/13. In the East Midlands nearly 50 apprentices were in learning during this year on a variety of courses. Some 48 apprentices were recruited at the Lincoln call centre, integrated into the different lines of business where they supported customers with queries and reporting faults to suppliers
Part of this .pdf: http://www.btplc.com/thegroup/btukandworldwide/btregions/england/pdf/bt_in_east_midlands.pdf
[edit] Looks like they have pay troubles:
http://thelincolnite.co.uk/2013/01/protests-outside-lincoln-call-centre-over-agency-pay/
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Is possible to Integrate SAP BCM with Third party?

Hello Everyone,
Some of you can tell me if Is possible to integrate SAP BCM with another solution IBM ITSM?
The integration would also have the screen pop up the same or similar to SAP CRM.
Thanks in advance.
Best regards
Rodrigo Lucas

Hi Rodrigo,
There is the ClientCOM interface!
The interface is an application programming interface (API) to a softphone client Communication
Desktop (CDT). This client application is based on the Microsoft Internet Explorer, and they can
handle telephone calls by using the VoIP (Voice over Internet Protocol) technology.
This interface defines a subset of the events and commands that are important to third-party
developers. Currently it is used finding out who is calling, and making outbound calls, playing
files to outbound callers.
You can download ClientCOM interface document in SAP Marketplace.
Best Regards,
Heber Olivar

Is it possible to integrate LSO 600 with an external system without SAP PI?

Hi,
as asked in the title, i am wondering if it is possible to integrate LSO 600 with an external (non-SAP) system without using SAP PI/XI. The external system is a middleware application which can handle RFC functions, IDocs besides the usual web service communications.
However, i don't know how LSO and SAP PI are integrated so i wonder if their interfaces are such that instead of SAP PI another middleware could be used.

Web Services are used. If you were to implement the services in your 3rd party middleware and configure SAP to call it, I suppose it is possible. The external course catalog can be used for CourseEnrollment and LearningProgress. See the application help for details. Don't expect to receive support from SAP with such a setup however.

Useless call centre - how can I get an intelligent...

My broadband is dropping every couple of days, often for 5 to 10 minutes. Red lights on the modem and the BT Home Hub splash screen on the computer saying it can't connect to the internet.
I phoned the help number and spoke to a call centre presumably in India judging by the accent and odd use of the english language.
He checked the connection at his end and said it was fine. I repeated that it was OK now, but it had dropped an hour earlier, well as every couple of days.
"Now I have to explain something to you sir. Your hub can accumulate blockages. It is like static electricity they can make your light turn red and block your connection." WTF? He asked me to reset the hub to get rid of the static, despite the fact that I'd told him I pull the power on the hub every couple of days in the vain hope it'll speed up the reconnection (it doesn't).
Then he said again that his computer says there is no problem with the network so the fault must be in my house. So I repeat that the problem took place an hour ago, so the connection is fine now. I asked if the dropped connection an hour ago showed on his computer. "No sir. I can see your connection is fine". I asked about dropped connections in recent days, but he said there had been no dropepd connections.
He then started talking about wifi settings and that lots of devices on wifi can cause problems. So I repeated again that the box has a red light and all my devices can see the homehub interface, but we cannot get connected to the internet.
Then he started on about making sure we have the right wifi channel. So I said I wasn't going to talk about wifi anymore, the problem is with the network, and it happened an hour ago, and it happened on other days. "No sir, your connection is fine, I will email you some details about how to improve wifi in your house."
I then said I didn't want to talk about this anymore and I would end the conversation. I put the phone down.
Then my mobile rung "Sir, I have to tell you about your wifi." I reply "No thank you, I don't want to discuss this with you"
Then my moble rang again "Sir, there are some things I can tell you about fixing your wifi." I reply "No thank you, I don't want to discuss this with you"
arrrrggggghhhhhh !
Is there any way of speaking to a person who understands that a red light on the modem and a homehub that says it is dicsonnected from the broadband might actually be a problem with the broadband connection?
Also when I've had the same thing a few years ago I though the helpdesk operator could see how many dropped connections had taken place? The chap tonight was insistent there was no record of dropped connections.
edit to add: I'm on a Hub 5 type A plugged into the master socket. No other sockets in the house.

1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ34940784
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:58:41
6. Data rate:
9995 / 39993
7. Maximum data rate:
11929 / 48683
8. Noise margin:
6.6 / 9.5
9. Line attenuation:
25.6 / 20.4
10. Signal attenuation:
25.4 / 20.0
11. Data sent/received:
8.6 MB / 61.5 MB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes

Call centre refuses to reset my password

I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
BUT bt still wont let me access my account online to login and change my now unusable locked out password.
This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
Madness, who made up these Draconian rules????????????
All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................

Shhhh wrote:
I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
BUT bt still wont let me access my account online to login and change my now unusable locked out password.
This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
Madness, who made up these Draconian rules????????????
All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................
Hi Welcome to the forums.
Sorry to hear about your situation.
If I may be frank initially, it makes sense thar the account holder with any security answers are used to ascertain the owner of the account. It's not really draconian as it could be abused by anyone knowing some (but not all) of the details.
However, you say you take control of his affairs - do you actually have Power of Attorney in this sad situation ? If you do then the appropriate document needs to be sent to the correct BT department in order for you to control the phone etc. Sorry I don't know where you would send this, but a moderator would be able to help here.
If you don't have PoA, then it might be worth considering, and needs to be discussed with any other family members. This will help in all sorts of areas, e.g. bank accounts, utilities etc. I don't expect they mind who actually pays the money, but the account holder needs to be validated.
It's a very sensitive topic of course, so I wish you well in this,
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Best Approach for integrating SAP CRM with Outage Management System

Hi All,
We are moving towards deploying Outage Management System (Oracle Utilities NMS) to help localize the fault, achieve Outage Management and a transparent network with a near-real time stats. We already have SAP ECC 6.0, ISU, SAP PI 7.0 and SAP CRM 7.0. One of the challenges we are facing is to decide how should we go about the integration of SAP CRM with Oracle's Outage Management System.
Here is a sample business scenario,
CSR receives a call from a consumer and inquires about planned outages for a particular area.
This information is contained in the Outage Management System (OMS). OMS is SOA based and is hosted on Oracle Service Bus.
I want to know that is there any ES Bundles available for CRM-OMS integration? Should we go about Service Based Integration? What are the alternatives to Service based integration? Can it be done using BAPIs?
We receive around 1000 consumer complains and against every complain a ticket is generated in CRM. Now If CRM is integrated with OMS using SAP PI, the volume of the data being exchanged via PI is very much high and exceeds our licensed volume for SAP PI. So I do need to know the best practices for either approach that you may recommend.
Regards,
Adil Khalil

does anyone have an idea about this one, I've asked this question in a few places and no one really seems clear about it.
Also, I've read here and there that SAP Business One is not a real SAP product. It was bought by SAP and is sold by them but has little do to with SAP's technology (R/3, SAP ERP, Netweaver, SAP CRM, ...), and that therefore they don't support it that much ? Is any of this right ?
I'm just trying to get my vision of the SAP universe clear.
Angela

BT "customer service" and Call centre processes......

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

Insulted by Call Centre Staff

I wanted to post a copy of a complaint email which I have just sent to Warren Buckley. Still can't believe the customer service I received:
Hi,
I wanted to make a complaint about a call centre team member who was phoning from 2touch on behalf of BT. I recieved a cold call at approximately 8:20 to 8:40 last night (23rd Oct) and was in the process of working through a telephone / internet quote with a team member named James. When he asked me for my phone number to confirm my expected broadband speed I noted that surely he already had my number, after all he phoned me on it. He responded that they need to take personal details like phone numbers, addresses, etc. At this point I was concerned that this could actually be anybody phoning me and trying to steal my personal information, and I pointed this out to him.
Then, under is breath I heard him say to someone else, "This guy is a **bleep**" - clearly referring to me. I expect he thought that he had muted the call so that I wouldn't hear him.
I proceeded with the quote for a little while but was too shocked to carry on and eventually asked to speak to his manager. Adam came on the line and said that he would listen back to the call recording and take appropriate action. I received a call back from Adam at 12:40 today (24th Oct) and he offered his apology but refused to say what action had been taken. From what Adam said, I feel like this has just been swept under the carpet.
Please note that Adam did confirm that the original offensive sales call was recorded by 2touch and I would expect that you should be able to obtain a copy of the recording to confirm this.
I am very disappointed with the level of customer service I have received here. Both being insulted by one of your representatives and subsequently not even being told what the result of the follow up was - if there even was one.
It is most disappointing as I was considering switching to the package that James had been discussing with me - I was even thinking of spending more on BT Vision. But I can safely say that this is the most appalling level of service I have ever received. I can not understand why you would outsource these sales calls to a company which insults your customers.
Regards
Ryan McGuinness

Hi Ryan,
Welcome to the forum, I am really sorry about this.
If you'd like me to look into this please feel free to send in your details to us. You can get our "Contact us" link by clicking on my username, under "About me".
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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Integrate MS CRM with call centre avaya

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