MS CRM 2011 with UCCX 10

Hello,
It's my first time to do integration with CRM.
I have some questions regarding this integratio :
1. How can I do this integration ? Is the JDBC Driver is enough or do I need some connector (eg. B+S Connector) ?
2. Add Callback Button allowing call from CRM Client ?
3. contact form prompt when receiving inbound call ?
4. Notify how many times this contact form has been used and treated ?
5. How Can I notify into CRM that there is a missed call ?
Regards
Driss

Hi,
well, you should absolutely get into touch with the folks administering the CRM system. No, you cannot rely on the database. CRM's may cache a lot of things in the RAM which is not necessary persisted in the database right away. So yes, you need to use an API (not SQL!) to talk to the CRM.
About question number 2: no, I meant why you would want to solve this? I mean, if it is about the CRM, let the CRM folks do that.
RE question 5: think again. If the call does not reach the agent, the call does not reach the CRM, or at least you did not say that CRM is called while the call is still processed by the routing script - actually, this is what you want to do: to call a CRM interface while the call is being worked on by the script. Again, this requires to examine what API's the CRM offers.
Please do not make the same mistake some people did a few times - they think there must be an easy way to integrate call center with a CRM, show me what program I install, where is the configuration and that would be it. No. That's not how it works. You need to first understand the requirements then study the tools and then build the integration. It's not going to happen in a snap.
G.

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