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Integration between Cisco Contact Center and Microsoft Dynamics Web CTI Connector 

This embedded Web CTI Connector runs inside the Microsoft CRM Web UI  and enables agent/call controls within MS CRM allowing agents to use the same CRM agent interface for all call handling and transfer. The Web CTI Connector has the following feature set

CTI Call Controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, the agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/End call
  • Consultative or blind call transfer to extensions
  • Conference call
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The embedded CTI toolbar within Microsoft Unified Service Desk allows agents to manage their states. The following state controls are supported,

  • Login - Agent may be configured to auto-login to Cisco Finesse upon log in to MS CRM. Manual login to Cisco may also be performed after the agent’s login to MS CRM Web Interface

  • Logout - The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code 
  • Ready / Not Ready - The agent may change the availability status to “Ready” to receive contact center calls or may change it to any of the “Not Ready” states for a break.

Caller Account Popup on Call Arrival

The caller information is displayed on the Unified Service Desk screen as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from. The matching criteria are configurable and can happen based on caller number and any caller entered digits on IVR.

Phone Call Activity / Call Wrap-up

A phone call activity is automatically created and linked to the matched caller account in Microsoft CRM. Any call notes that you write while handling the call are also saved along with the phone call activity and the selected wrap-up code is applied in Cisco Finesse. You can track the call handling status via native CRM reports as well as via Cisco call wrap-up report.

Click to Call


Click to call a contact from a contact’s phone number or via entering the number directly in the CTI panel’s dial-pad.

Call attached data


Call attached data or call variables are passed on to a unified service desk from Cisco via Expertflow Connector and are displayed to the contact center agent.

Outbound Campaigns


Progressive and Predictive modes of outbound campaigns are supported. Preview mode is not supported as of yet.

Email and Chat


Email and Chat feature is not yet available in the MS CRM Web-CTI Toolbar, however this technically feasible and development can be schedule on demand 

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