Forum Discussion
Route by Incoming Caller ID
i All,
New to teams and looking for some functionality we currently have in our on-prem Shoretel system.
Currently, we have the ability for incoming calls to be routed to a Sales rep by the callers CID. This is achieved by the Shoretel system taking the CID of the incoming call, querying our on-prem NAV database for any customers/contacts with that number. The query also collects the sales rep and their associated extension. When a match is found, the call is routed to the callers sales rep.
We are not limited to using a direct database connection for this, as we are using Dynamics CRM as well which contains the needed information.
I am certain there must some kind of integration that we can use to achieve this functionality.
Thanks in advance for any suggestions.
Hi,
There are a couple of third-party applications for this call center functions. They all uses API from Microsoft to connect to Teams. I'm haven't seen any list from Microsoft with all the supported systems but they showed some of them at Ignite.
