This document provides a user's guide for MS CRM Connector Release 3.0.3. It discusses what MS CRM Connector is, its system requirements, how to install and configure it, how to operate it, and how to customize the MS CRM server. Key information includes how to configure MS CRM Connector via its interface or configuration file, how to start MS CRM Connector and MS CRM, and how to perform call-related tasks from within MS CRM like calling contacts, answering calls, and more. The document also provides licensing information and discusses error logging.

1. User's Guide
MS CRM Connector
Release 3.0.3 - Issue 0
Printed on 2 July, 2008

2. © 2006 Avaya Inc. All Rights Reserved.
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4. iv
Contents
Preface 5
Knowledge Base ...........................................................................................................................................5
Related Documents .......................................................................................................................................5
Introduction 6
What is MS CRM Connector? ......................................................................................................................7
Licensing - MS-CRM ...................................................................................................................................9
Error Logging .............................................................................................................................................10
System Requirements 11
Supported Languages..................................................................................................................................11
Installation Requirements ...........................................................................................................................11
Installation 14
Install Application ......................................................................................................................................15
Administration 16
Configure MS CRM Connector via Interface .............................................................................................17
MS CRM.....................................................................................................................................................19
License Director..........................................................................................................................................21
Smart Dial...................................................................................................................................................22
Formatting of Contacts ....................................................................................................................23
Other ...........................................................................................................................................................24
Configure MS CRM Connector via Configuration File..............................................................................26
Operation 28
Start MS CRM Connector...........................................................................................................................29
Start MS CRM ............................................................................................................................................31
Call Contact ................................................................................................................................................33
Call Account ...............................................................................................................................................35
Answer Call ................................................................................................................................................37
MS CRM Server 39
Customize MS CRM Server .......................................................................................................................40
Glossary of Terms 41
Index 42

5. 5
CHAPTER 1
Preface
This chapter provides information that will help you use this document.
In This Chapter
Knowledge Base.................................................................5
Related Documents ............................................................5
Knowledge Base
For information on any errors and updates relating to this document, visit
the Avaya Contact Center Express Knowledge Base
(http://support.avayacce.com).
Related Documents
For information on how to use Agent, refer to the Agent User Guide.

6. 6
CHAPTER 2
Introduction
In This Chapter
What is MS CRM Connector? ...........................................7
Licensing - MS-CRM.........................................................9
Error Logging.....................................................................10

7. Introduction 7
What is MS CRM Connector?
Microsoft Business Solutions CRM is a browser-based customer
relationship management (CRM) application that enables you to automate
sales and marketing functions and to manage sales and customer service
activities in your organization.
Microsoft CRM (MS CRM) offers four modules; Workplace, Sales,
Service and Reports. MS CRM Connector plugs into MS CRM and
extends the capability of both Sales and Service. From the screen, you
can:
Call contacts in your Contacts list on their business, home or mobile
phone
Call contacts in your Accounts list on their main or other phone
View contact screen-pops with inbound calls.
MS CRM Connector Dial buttons automatically appear in the toolbar of
all Contact and Account records. They represent the phone numbers
stored in the MS CRM SQL database. For example, if you click
, MS CRM Connector dials the Business Phone
number.

8. Introduction 8
Agent
MS CRM Connector uses Agent as an out-of-process server and, as a
result, an agent has access to Agent's many screen-based call control
functions.
Telephone functions normally achieved by pressing buttons on the
telephone are accessed through keystrokes or mouse clicks on the
computer.
By choosing to make the Agent callbar visible while you are using MS
CRM (see "MS CRM" on page 19), an agent can:
End a call
Hold a call
Listen hold a call
Deflect a call
Send DTMF tones
Transfer a call
Conference a call with up to six members
Drop yourself or another party from a conference call
Forward all incoming calls to voicemail or another extension
The Agent callbar occupies minimal desktop space. Dynamic call
controls present the agent with only the available options for a given call,
minimizing error rates and training requirements.

9. Introduction 9
Agent also incorporates Microsoft’s premier applications programming
technology, Visual Basic for Applications. This allows the rapid
customizing of Agent and integration with existing data.
Agent is available in English, Chinese (Simplified), Chinese
(Traditional), French, German, Italian, Korean, Japanese, Portuguese
(Brazilian), Russian, Spanish (Castilian) and Spanish (Colombian). In
addition, the application's custom language control allows developers to
change existing strings to suit local dialects or entirely new languages.
For information on how to use Agent, refer to the Agent User Guide.
Licensing - MS-CRM
To use MS CRM Connector, you need to buy one CCE MS-CRM license
key (this will cover unlimited users) and one CCE Voice license key with
enough run-time licenses to cover the number of agents using MS CRM
Connector.
The CCE Voice license allows MS CRM Connector to use Agent as an
out-of-process server.
License keys are added to License Director (a central repository for all
Contact Center Express licenses) using Contact Center Express Control
Panel.
For information on how to add a license key to License Director, refer to
the Application Management Service User Guide.
Note: You can request a free, ten-user, 30-day trial license via the Avaya
Contact Center Express website
(http://www.avayacontactcenterexpress.com). You will receive the trial
license key via email. When the trial period expires, you need to purchase
licenses to use the Contact Center Express suite.
Licensing Error Messages
On starting MS CRM Connector, an error message will display if:
The license has not been set up using the Application Management
Service.
The license is a trial-only license and has already expired.
The number of run-time licenses requested exceeds the total number
of licenses purchased.
The server running License Director or License Director itself is not
available.
For more information on how MS CRM Connector interacts with License
Director, refer to the License Director User Guide.

10. Introduction 10
Error Logging
MS CRM Connector logs error information relating to its own operation
to a series of log files.
A new log file is created for each day of the week. The name of the error
log file clearly identifies the application and the day of the week, for
example, MonMSCRMConnector.log.
Once a log file reaches the size limit specified in its configuration, it is
archived and a new file is created. (Note: The archive only stores one log
file. If the second error log reaches the specified maximum size, it
overrides the previously archived log file.)
The types of errors logged by the error log are determined by the logging
level retrieved from the application's configuration data. Levels of error
logging are:
0. No error logging takes place.
1. Logs fatal, major, minor and trace information.
2 Logs fatal, major and minor errors.
4. Logs fatal and major errors.
8. Logs fatal errors only.
Each file records the selected logging level as well as the date, time,
location and description of every error that occurs.
Error log files are automatically saved into the application's current
working folder (the same folder as the application executable).
Diagnostic Testing Error Logging
There is one other error log level, which enables you to create log files
that don't override each other every time the maximum log file size limit
is reached. This logging level is designed for diagnostic purposes only
and can be achieved by adding 128 to one of the logging level values
mentioned above. For example, if you specify Error Log Level=129, new
error log files will be continuously created for this application that
contain fatal, major, minor and trace information.
Each new file has a unique name based on the date (year, month and day)
and time (in hours, minutes and seconds) it was created. For example:
20061116155404ASMediaDirector.log.
Warning: To prevent a multitude of log files affecting your available disk
space, this error logging level should only be used for short periods of
time while carrying out diagnostic testing.

11. 11
CHAPTER 3
System Requirements
In This Chapter
Supported Languages .........................................................11
Installation Requirements...................................................11
Supported Languages
MS CRM Connector is currently available in English only.
Installation Requirements
The specifications listed here are the minimum recommended. As far as is
known and unless otherwise stated, Contact Center Express and its
components should be compatible with all higher specification hardware
configurations and software versions that those listed here.
Note: The following are not yet supported
Microsoft .Net Framework 3.0
Microsoft .Net Framework 3.5
SQL Server 2008

12. System Requirements 12
Desktop
For Contact Center Express Desktop, Contact Center Express Reporting
and Contact Center Express Control Panel.
Hardware: 1.6 GHz Pentium, 512MB of RAM, 50MB of free hard disk
space, DVD drive, graphics card capable of supporting 1024x768
resolution monitor, mouse or other Windows-compatible pointing device,
and TCP/IP LAN connection.
Software: Either Windows Vista (Enterprise), Windows XP Professional
32-bit SP2/SP3, Citrix Presentation Server 3.0.2 or Windows Terminal
Services 32-bit with Application Enablement Services (AE Services)
client software release 3.1.1, Microsoft Internet Explorer 6.0 SP1 and
Microsoft .Net Framework 2.0 or 2.0 SP1.
Server
For License Director, XML Server, Configuration Server, Application
Management Director, Media Director, all Media Stores and Gateways,
Call Routing Server and IVR Server.
Hardware: A 2.4 GHz Pentium with 2GB of RAM.
Software: Either Windows 2003 Server (Enterprise & Standard) 32-bit,
Windows 2008 Server (Enterprise & Standard) 32-bit with Application
Enablement Services (AE Services) client software release 3.1.1,
Microsoft Internet Explorer 6.0 SP1 and Microsoft .Net Framework 2.0
or 2.0 SP1. VMWare and Virtual Server are also supported.
Interaction Data Service
The Interaction Data Service requires its own dedicated server with the
same minimum requirements as the server specifications listed above -
excluding Microsoft Internet Explorer which is not required.
Database
Interaction Data Server (ActiveInteractionData) and Configuration Server
(ACS) databases may be installed on either Microsoft SQL Server 2000
or Microsoft SQL Server 2005 Express (provided on DVD).
ASMediaStore and ASContact databases must be installed on either
Microsoft SQL Server 2005 or Microsoft SQL Server 2005 Express. For
best performance host Microsoft SQL Server on a dedicated machine and
ensure that both the Interaction Data Server and ASContact database are
run on identical operating systems.
DIP for Avaya IVR
Avaya IR 1.2, 2.0 and 3.0.
Email Server

13. System Requirements 13
Microsoft Exchange Server 2003, Version 6.5 (Only POP3/SMTP
supported).
Developers
Developing applications: Windows XP Professional 32-bit SP2/SP3 with
Microsoft Visual Studio 2005, Application Enablement Services (AE
Services) client software release 3.1, Microsoft Internet Explorer 6.0 SP1
and Microsoft .Net Framework 2.0 or 2.0 SP1.

14. 14
CHAPTER 4
Installation
In This Chapter
Install Application..............................................................15

15. Installation 15
Install Application
For instructions on how to install this application, refer to the Contact
Center Express Installation Guide.pdf.
The Contact Center Express Installation Guide is on the Contact Center
Express DVD (Overview and Miscellaneous folder) or can be
downloaded from the Avaya Contact Center Express website
(http://www.avayacontactcenterexpress.com/public_documentation.htm).

16. 16
CHAPTER 5
Administration
In This Chapter
Configure MS CRM Connector via Interface ....................17
MS CRM ............................................................................19
License Director .................................................................21
Smart Dial ..........................................................................22
Other...................................................................................24
Configure MS CRM Connector via Configuration File.....26

17. Administration 17
Configure MS CRM Connector via
Interface
Note: Telephony-related configuration data, such as the monitored station
and switch T-Link, is derived from Agent's configuration.
1 To configure MS CRM Connector:
Double-click the MS CRM Connector icon on your desktop, or
Click the Start button on the Windows Taskbar and select
Programs > Avaya Contact Center Express > Desktop > MS CRM
Connector from the pop-up menu.
The first time you open MS CRM Connector after installation, the
following message appears in the Taskbar Notifier: "Loaded
configuration is not enough to start the application, please check
settings."
2 To configure all the settings required for MS CRM Connector's
operation, right-click the MS CRM Connector icon on the Windows
Taskbar and select Settings from the pop-up menu.

18. Administration 18
The MS CRM Connector Settings dialog box appears.

19. Administration 19
MS CRM
1 Click the MS CRM tab.
2 If you expect Agent to be already running when MS CRM Connector
starts up, leave the default value of True beside Expect Agent
Running?. Selecting True stops the startup of MS CRM Connector
and requires the user to manually start Agent first. Note: By starting
Agent first, Agent is visible to the user.
If you do not expect Agent to be already running when MS CRM
Connector starts up, change the value to False. Selecting False allows
MS CRM Connector to start up and automatically ('silently') start and
connect to Agent in the background. Note: By starting Agent silently,
Agent is not visible to the user.
3 Type the name of the server running the MS CRM server component
in the MS CRM Server Name text box. Note: This must be a resolvable
DNS name. Do not use an IP address.
4 From the Screenpop Lookup drop-down list box, select which tables
are looked up to find a match on incoming calls. Options are:
Do nothing (no lookup is performed on incoming calls)
Lookup Account (only the account is looked up)
Lookup Contact (only the contact is looked up)
Lookup Both Account and Contact (both the account and contact
are looked up)

20. Administration 20
5 From the Unknown Caller Action drop-down list box, select which
action you want the application to take if it doesn't recognize the
phone number of an incoming call. Options are:
Do Nothing (no action is taken)
Pop New Contact Screen (a blank contact record is opened)
Pop New Account Screen (a blank account record is opened)
6 From the Multiple Match Action drop-down list box, select which
action you want the application to take when multiple matches are
found. Options are:
Do Nothing (no screen pops appear)
Prompt User To Select (a grid of matches is displayed allowing the
user to screen pop the desired match)
Pop All Matches (screen pops appear for all matches found)
If Prompt User to Select is selected, the following form appears for
matched contacts:
If Prompt User to Select is selected, the following form appears for
matched accounts:
7 In the Refresh Phonebooks Interval text box, type how often, in
seconds, you want MS CRM Connector to update the phone number
information it uses to provide matching screen pops. This number
dictates how often MS CRM Connector will create a copy of the MS
CRM database, remove all number formatting and store the numbers
locally. The minimum value you can use is 3600 seconds (1 hour).
Note: When no match is found in the locally stored data, MS CRM
Connector searches the MS CRM database directly.

21. Administration 21
License Director
1 Click the License Director tab.
2 Type the primary and secondary License Director IP addresses and
port numbers MS CRM Connector will use to request and release
licenses. Note: The default port number is 29095.

22. Administration 22
Smart Dial
Smart Dial automatically adds the required PSTN, IDD and STD access
codes to phone numbers when they are selected in MS CRM.
1 Click the Smart Dial tab.
2 To activate Smart Dial functionality, tick the check box beside Smart
Dial Enabled.
3 Type your location-specific dial properties in the text boxes.
Country Code is your country code.
Area Code is your local area code.
IDD Access is the code required to make an international call.
STD Access is the code required to make a national call.
Internal Digits is the maximum number of digits that can be dialed
on the switch for internal extension calls. (MS CRM Connector
uses this to determine whether the PSTN Access code should be
appended to the number to be dialed.)
PSTN Access is the code required to dial an outside line.

23. Administration 23
Formatting of Contacts
There are two tables in the MS CRM SQL database where contact phone
numbers are stored: Contacts and Accounts.
If you want your application to use Smart Dial functionality:
Leave out all PSTN, STD and IDD access codes. (PSTN is the code
required to dial an outside line, STD is the code required to make a
national call, and IDD is the code required to make an international
call.)
Use a single space, hyphen or parentheses to separate area codes from
the local number.
For example: 3 4770576, 3-4770576, (3) 4770576 or (3)4770576.
Prefix all country codes with +.
For example: +64 3 4770576, +64-3-4770576, +64 (3) 4770576 or
+64(3)4770576
If you don't want to use Smart Dial functionality, type the phone numbers
exactly as you would dial them, including PSTN, IDD, STD access
codes, as well as country and area codes. For example: 14770576, 103
4770576 or 10064 3 4770576.

24. Administration 24
Other
1 Click the Other tab.
Error Log Settings
2 Click the drop-down arrow and select the level of error detail you
want saved in the error log.
None. No error logging takes place.
Information. Logs fatal, major, minor and trace information.
Minor. Logs fatal, major and minor errors.
Major. Logs fatal and major errors.
Fatal. Logs fatal errors only.
3 In the Maximum File Size text box, type the maximum amount of
information, in kilobytes, that will be stored in an error log file before
it is archived.
4 If you don't want the option of debugging the application with tools
like DebugView, select False from the Debug Output Enabled drop-
down list box.
Taskbar Notifier Settings
5 If you don't want the Taskbar Notifier to display error messages,
select False from the Show Error Enabled drop-down list box.
6 If you don't want the Taskbar Notifier to display status messages,
select False from the Show Status Enabled drop-down list box.

25. Administration 25
7 To save all your MS CRM Connector settings, click the OK button.
The following message appears in the Taskbar Notifier:
"Configuration check complete. Please wait while connections are
initialized."

26. Administration 26
Configure MS CRM Connector via
Configuration File
A few parameters are not configurable via the MS CRM Connector
interface. They must be set via the configuration ini file or Configuration
Server.
Note: These parameters are for advanced users. Default values are
satisfactory for most users.
To configure these parameters:
1 Open MS CRM Connector.ini from the application's installation
folder.
2 Where necessary, configure the following parameters:
Disable Phonebooks Caching. If set to False, this setting enables the
caching of Accounts and Contacts records. Caching strips out non-
numerics such as + ( ) and spaces in phone numbers. This allows
phone numbers to be stored inside MS CRM in a user friendly format
(e.g. +64 (9) 477 0641). Note: If the number of Accounts and
Contacts records exceeds 10,000, memory and performance issues
may arise. If caching is disabled, the database is searched directly.
Save Phonebooks Cache To File. If set to False, this setting creates
four files for analysis/debugging purposes: accounts_retrieved.xml,
accounts_cached.xml, contacts_retrieved.xml and
contacts_cached.xml.
Account Attributes To Cache. A comma-separated list of Account
attributes to be cached. The default is:
telephone1,telephone2,telephone3. Note: The actual attribute schema
name is required. The name displayed on MS CRM web pages may
be different to the actual schema name. For example: telephone1 may
be displayed as Business Phone.
This parameter is used when caching is enabled (ie. Disable
Phonebooks Caching parameter is set to False).
Contact Attributes To Cache. A comma-separated list of Contact
attributes to be cached. The default is:
telephone1,telephone2,telephone3,mobilephone. Note: The actual
attribute schema name is required. The name displayed on MS CRM
web pages may be different to the actual schema name. For example:
telephone1 may be displayed as Business Phone.
This parameter is used when caching is enabled (ie. Disable
Phonebooks Caching parameter is set to False).

27. Administration 27
Account Attributes To Lookup. A comma-separated list of Account
attributes to be looked up. The default is:
telephone1,telephone2,telephone3. Note: The actual attribute schema
name is required. The name displayed on MS CRM web pages may
be different to the actual schema name. For example: telephone1 may
be displayed as Business Phone.
This parameter is used when caching is disabled (ie. Disable
Phonebooks Caching parameter is set to True).
Contact Attributes To Lookup. A comma-separated list of Contact
attributes to be looked up. The default is:
telephone1,telephone2,telephone3,mobilephone. Note: The actual
attribute schema name is required. The name displayed on MS CRM
web pages may be different to the actual schema name. For example:
telephone1 may be displayed as Business Phone.
This parameter is used when caching is disabled (ie. Disable
Phonebooks Caching parameter is set to True).
3 Save your changes.

28. 28
CHAPTER 6
Operation
In This Chapter
Start MS CRM Connector..................................................29
Start MS CRM ...................................................................31
Call Contact........................................................................33
Call Account ......................................................................35
Answer Call........................................................................37

29. Operation 29
Start MS CRM Connector
Pre-requisites
Before you can run MS CRM Connector:
It must be in the same domain as the MS CRM Server.
Agent must be fully configured and operational
CCE Voice and CCE MS-CRM licenses must also be configured in
Application Management Service.
1 If you want the Agent callbar to be visible for screen-based call
control (instead of using your handset), start Agent by either:
Double-clicking the icon on the desktop, or
Clicking the Start button on the Windows Taskbar and select
Programs > Avaya Contact Center Express > Desktop > Agent >
Agent from the pop-up menu.
Note: If you do not start Agent before MS CRM Connector, Agent
will run silently in the background but the callbar will not be visible
for screen-based call control.
2 To start MS CRM Connector:
Double-click the MS CRM Connector icon on your desktop, or
Click the Start button on the Windows Taskbar and select
Programs > Avaya Contact Center Express > Desktop > MS CRM
Connector from the pop-up menu.
Agent error
If you have not started Agent and MS CRM Connector is configured
not to open without Agent running, the following error message
displays:
a) Click OK to close the error message box.

30. Operation 30
b) Right-click the MS CRM Connector icon on your Windows
taskbar and select Exit from the pop-up menu. This closes MS
CRM Connector.
c) Start Agent and re-start MS CRM Connector.
Licensing error
Upon starting MS CRM Connector, an error message will display if:
Licenses (CCE MS_CRM for MS CRM Connector and CCE
Voice for Agent) have not been set up in the Contact Center
Express Control Panel.
The number of run-time licenses requested exceeds the total
number of licenses purchased.
License Director is not available.
Make sure all these licensing conditions are met and re-start MS
CRM Connector.
Connection notification
When MS CRM Connector has successfully connected to the MS
CRM Server, a notification message will appear from your Windows
taskbar. Note: You may have to wait a few seconds for the connection
to be made.

31. Operation 31
Start MS CRM
1 Start Internet Explorer and access your MS CRM homepage.
2 Access the Sales or Service modules by clicking either
or .
3 If you want to use Agent's user-friendly screen-based callbar while
you are running MS CRM, right-click the MS CRM Connector icon
on your Windows taskbar and select Show Agent from the pop-up
menu.

32. Operation 32
4 If you want to hide Agent's callbar because you prefer to use your
physical handset, right-click the MS CRM Connector icon on your
Windows taskbar and select Hide Agent from the pop-up menu.

33. Operation 33
Call Contact
To call a contact in the MS CRM Connector Contacts list:
1 Click .
2 Double-click the name of the contact you want to call. The contact's
record appears.

34. Operation 34
Note: Any numbers set up in the MS CRM SQL database display in
the Business Phone, Home Phone and Mobile Phone fields.
3 If you need to change a phone number before dialing, make the
change and click .
4 Click the button displaying the phone you want to call. The phone
number is automatically dialed.
Note: If Smart Dial is enabled in MS CRM Connector's configuration,
any required STD, IDD or PSTN access codes are automatically
dialed with the number. Any codes that aren't required are dropped.
Note: If you have Agent visible and you want to hold, transfer,
conference or listen hold the active call, you can learn how to do this by
referring to the Agent User Guide. Alternatively, you can display Agent's
on-screen Help file by clicking the Agent callbar and pressing [F1] key
on your keyboard.
5 After the call is finished, make any changes to the contact's record
and click Save.

35. Operation 35
Call Account
To call a contact in the MS CRM Connector Accounts list:
1 Click .
2 Double-click the name of the contact you want to call. The contact's
record appears.

36. Operation 36
Note: Any numbers set up in the MS CRM SQL database displays in
the Main Phone and Other Phone fields.
3 If you need to change a phone number before dialing, make the
change and click .
4 Click the button displaying the phone you want to call. The phone
number is automatically dialed.
Note: If Smart Dial is enabled in MS CRM Connector's configuration,
any required STD, IDD or PSTN access codes are automatically
dialed with the number. Any codes that aren't required are dropped.
Note: If you have Agent visible and you want to hold, transfer,
conference or listen hold the active call, you can learn how to do this by
referring to the Agent User Guide. Alternatively, you can display Agent's
on-screen Help file by clicking the Agent callbar and pressing F1 key on
your keyboard.
5 After the call is finished, make any changes to the contact's record
and click Save.

37. Operation 37
Answer Call
When a call is alerting, MS CRM Connector tries to match the ANI of the
incoming call to a telephone number in your Contacts or Accounts list.
If it doesn't find a match, MS CRM Connector behaves according to its
configuration settings; it either does nothing or it opens a blank Contact
or Account record.
If it finds a match, the contact's record appears:
To answer the call:
pick up your phone receiver (if you do not have Agent visible), or
click the alerting call appearance on the Agent callbar.
When the call connects, the call appearance indicator turns green:

38. Operation 38
Note: If you have Agent visible and you want to hold, transfer,
conference or listen hold the active call, you can learn how to do this by
referring to the Agent User Guide. Alternatively, you can display Agent's
on-screen Help file by clicking the Agent callbar and pressing F1 key on
your keyboard.

39. 39
CHAPTER 7
MS CRM Server
In This Chapter
Customize MS CRM Server...............................................40

40. MS CRM Server 40
Customize MS CRM Server
In order for MS CRM Connector to make outbound calls, the MS CRM
Server must be customized. This customization involves adding dial
buttons to all Contact and Account records.
Note: This procedure applies to MS CRM Server, Version 1.2 and 3.0.3.
To add dial buttons to MS CRM Contact and Account records:
1 Ensure ISV (Independent software vendor) Integration is enabled by
modifying the main 'web.config' configuration file located under
[C:Inetpubwwwroot].
2 Copy all the files (images, htm, isv.config) from [CD:Contact Center
Express Release VersionContact Center ExpressDesktopMS CRM
ConnectorServer Installation Notes] to the
[C:Inetpubwwwroot_Resources] folder in your MS CRM Server.
Note: If you are already using other customizations and would like to
keep your original isv.config, simply copy the additional entries
found in the Contact Center Express version of isv.config and save
these into your original isv.config.

41. 41
Glossary of Terms
A Station
ANI A telephone.
See Automatic Number Identification.
STD Access
Avaya CM The code required to make a national call.
Avaya Communication Manager (Avaya CM)
Switch
is the telephony software that drives Avaya
MultiVantage communications applications. It A private switching system providing voice-
powers telephony call processing, call control only or voice and data communications
and messaging, and integrates with other services (including access to public and private
value-added applications. networks) for a group of telephones within a
single premises.
D
DN
T
Telephone
Directory Number. Normally the phone
number or extension of your telephone. The physical telephone handset. Also referred
to as the voice terminal.
I
Telephony Server
IDD Access
The server running Avaya Computer
The code required to make an international
Telephony server software that integrates voice
call.
and data between your Avaya Communication
Manager and your business application
IP address
environment.
Internet Protocol address. The address of a
computer attached to a TCP/IP network. Every
client and server station has a unique IP
address. IP addresses are written as four sets of
numbers separated by periods; for example,
204.171.64.2.
P
PSTN Access
The code required to dial a line outside your
building.
S
Smart Dial
A feature that automatically adds the required
PSTN, IDD and STD codes to phone numbers
you are about to dial.

42. 42
Index
A P
Administration...............................................16 Preface ............................................................ 5
ANI................................................................41 PSTN Access ................................................ 41
Answer Call...................................................37
Avaya CM .....................................................41
R
Related Documents......................................... 5
C
Call Account..................................................35
S
Call Contact...................................................33 Smart Dial............................................... 22, 41
Configure MS CRM Connector via Start MS CRM .............................................. 31
Configuration File......................................26 Start MS CRM Connector ............................ 29
Configure MS CRM Connector via Interface17 Station........................................................... 41
Customize MS CRM Server..........................40 STD Access .................................................. 41
Supported Languages ................................... 11
D
Switch ........................................................... 41
DN .................................................................41 System Requirements ................................... 11
E T
Error Logging ................................................10 Telephone ..................................................... 41
Telephony Server.......................................... 41
F
W
Formatting of Contacts..................................23
What is MS CRM Connector?........................ 7
I
IDD Access ...................................................41
Install Application .........................................15
Installation.....................................................14
Installation Requirements..............................11
Introduction .....................................................6
IP address ......................................................41
K
Knowledge Base..............................................5
L
License Director ............................................21
Licensing - MS-CRM......................................9
M
MS CRM ...................................................8, 19
MS CRM Server............................................39
O
Operation.......................................................28
Other..............................................................24