FAQs

FAQs Based on Different Categories

Below is the list of general FAQs for MS Dynamics CRM based on different categories.

1. CRM

• What versions of CRM is Connector compatible with?

Our connector works with dynamics CRM version 2013 and above.

• Is there any set up guide for your connector to integrate with our CRM system?

Yes, please find it here .

• What type of Microsoft Dynamics CRM installations do you support?

We support both installations, i.e. on premise and online.

2. Contact center

• Is there any contact center version limitations?

Any version having Cisco Finesse is compatible for our connector.

• Are there any Contact Center’s components that the connector depends on?

Yes, it depends on Cisco Finesse.

• Does your connector supports any call center solution other than Cisco?

No, we only support Cisco Contact Centers.

• Is there any limit of number of agents for your connector to support?

3. Multimedia

• How the multimedia support works with your connector?

Yes, email and chat are supported with both CCX and CCE.

• Does your connector supports email and chat? If yes, it is with CCX or CCE?

Expertflow provides its own media routing engine with CCX while for CCE it works with Cisco UQ APIs.

4. Hardware/ Software Requirements

• What are the prerequisites that are required from customer’s site?

No such prerequisites but the hardware and software requirements.

• What are the hardware requirements? Please recommend the supported hardware for connectors?

• Please list the software requirements if there are any like windows/SQL servers?

Windows Server 2012 R2 64-bit or above.

5. Fail-over

• Does your connector supports the fail-over scenario? If yes, can you please share with us the design?

Yes, both Cisco Finesse and EF Connector fail-over is supported.

• Are there any prerequisites or other requirements?

Separate window server machine is required.

6. Trials/Demos/POC

• Do you have a trial or demo that can be evaluated?

Yes demo trial for one month is provided but installation will purely be customer’s responsibility. And if customer wants us to install it then it will be considered as a POC and our services will be charged as per negotiations.

• Do you provide a sort of POC?

Yes POC can be provided on the request.

7. Pricing and Licensing

• How your connector’s licensing works?

Our connector’s licensing consists of no. of concurrent agent licenses and our professional services.

• What is the pricing criteria? Is there annually/monthly charging scheme?

We charge onetime cost with annual maintenance service.

8. General

• What are the authentication schemes supported by the connector?

Cisco Finesse agent’s credentials are used for authentication for our connector.

• Can we run some sort of outbound campaigns with the help of your connector?

Yes, predictive and progressive outbound campaigns can be run with our connector.

• What are the general operations that can be performed with the connector?

Below are the general operations that can be performed with our connector:

o Agent login

o Agent logout

o Agent state changes

o Call controls

o Call wrap-up

o Phone call activity

o Call attached data

o Outbound campaigns

o Call account pop-up on call arrival

• Are there any examples that show how to use the connector?

Demo video can be found here.

• If customer don’t have any CTI device then can you provide some sort of simulator?

Yes, EF can provide connectivity to its Cisco Lab via VPN.