Microsoft CRM Telephone Integration

TAPI Telephone Integration connects your telephone system (PBX) with Microsoft CRM Online or On-Premise.

Incoming Calls

If an incoming call is detected, a window pops up from the taskbar displaying details of the caller. The information shown in this balloon depends on the server-settings and if the number can be found within CRM. If so, it shows up e.g. name, number, e-mail address, etc.. and the regarding entry is opened automatically.

Outgoing Calls

A click to dial button is created within CRM to dial directly from the record. When clicked, a new dialogue box is shown which lists all available numbers from the open CRM record (e.g. account, contact, lead…). Users then choose the number to dial and start the call immediately.

Calls can also be started from the call balloon which also shows a list of recently dialled numbers.


The integration is capable to create activities on both, incoming and outgoing calls. Each client can be configured to create new phone call activities and also if a new activity should be created for unrecognised or unknown callers.


Telephone Integration keeps detailed track on previous calls. This allows analysis of calling times and quickly call back by selecting a previous phone call. Additionally, the history allows users to create contacts, account, phone call activities.

Successfully tested on:

  • ALCATEL OmniPCX Office
  • Nortel BCM 50
  • Siemens HiPath 3550 V5.0 / Hipath 3000
  • 3com VOIP system, SuperStack 3 NBX Network Telephony
  • Televantage 6
  • Avaya S8500 Communication Manager 3.1
  • Auerswald Commander Basic 2
  • Cisco Call Manager
  • Asterisk with xTelsio-TAPI-driver
  • Samsung DCS

A utility is available to test TAPI compliance prior to purchase

Looking for a single view of your customer? We help our customers and partners optimise their investments in Microsoft CRM and Office 365.  We provide Dynamics solutions to companies and organisations across the North of England and UK.