Microsoft Dynamics CRM 4.0 provides numerous features and functionality right out-of-the-box to help you automate your sales, marketing and service operations. However, there is always room for improvement and ISV or third party partners provide those enhancements.
Logging phone activities can be somewhat cumbersome when using Dynamics CRM without an add-on. The Telephone Integration Add-On allows you to track incoming and outgoing calls within CRM. It shows the name, number, email and the regarding entry is opened automatically. The best part: it automatically logs the activity for both incoming and outgoing calls saving your sales representatives lots of time! If the caller is unknown a new contact or account can be created. Two interfaces are available to connect your phone system with CRM: Direct Connection via TAPI, OCS or Skype.
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