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CTI-Integration or at least access to exchange contacts for PSTN

%3CLINGO-SUB%20id%3D%22lingo-sub-481137%22%20slang%3D%22de-DE%22%3ECTI%20integration%20or%20at%20least%20access%20to%20exchange%20contacts%20for%20PSTN%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-481137%22%20slang%3D%22de-DE%22%3E%3CP%3EHi%20there%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWe%20have%20a%20cti-integration%20and%20we%20want%20to%20move%20our%20telephony%20to%20teams.%20Now%20we%20are%20testing%20this%20new%20environment.%20We%20noticed%20that%20if%20a%20call%20comes%20in%20to%20teams%2C%20only%20the%20caller-number%20is%20displayed.%20But%20we%20have%20all%20our%20customer%20contacts%20imported%20as%20exchange-contacts-with%20phone%20numbers.%3C%2FP%3E%3CP%3EIs%20it%20possible%20to%20display%20the%20full%20customer%20names%20if%20the%20actual%20number%20is%20found%20in%20the%20exchange%20contacts%3F%20Or%20is%20there%20another%20solution%20for%20this%3F%20The%20optimal%20solution%20should%20make%20it%20possible%20to%20display%20an%20external%20link%20too%2C%20that%20we%20have%20for%20every%20customer%2C%20to%20link%20in%20our%20crm-system%20(CTI).%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWhat%20is%20the%20best%20practice%3F%20I%20can't%20imagine%2C%20that%20no%20user%20or%20company%20miss%20the%20feature%2C%20that%20calling%20customes%20are%20displayed%20with%20their%20full%20name.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EDoes%20anyone%20have%20experience%20with%20this%3F%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-481137%22%20slang%3D%22de-DE%22%3E%3CLINGO-LABEL%3EBest%20Practice%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3ECti%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EExchange%20Online%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EMicrosoft%20Teams%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-481190%22%20slang%3D%22en-US%22%3ERe%3A%20CTI-Integration%20or%20at%20least%20access%20to%20exchange%20contacts%20for%20PSTN%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-481190%22%20slang%3D%22en-US%22%3E%3CP%3EHi%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ECurrently%20contacts%20that%20are%20in%20your%20personal%20contact%20list%20in%20Exchange%2FOutlook%20will%20show%20with%20name%20for%20incoming%20calls.%20But%20if%20the%20contact%20in%20in%20the%20share%20Global%20Address%20list%20Teams%20won't%20do%20this%20lookup.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20guess%20that%20the%20CRM%20intregration%20you%20wants%20will%20come%20with%20APIs%20later%20but%20they%20are%20not%20there%20yet.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-530868%22%20slang%3D%22de-DE%22%3ERe%3A%20CTI%20integration%20or%20at%20least%20access%20to%20exchange%20contacts%20for%20PSTN%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-530868%22%20slang%3D%22de-DE%22%3E%3CP%3EHi%20%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F9476%22%20target%3D%22_blank%22%3E%40Linus%20Cansby%3C%2FA%3E%20%2C%20we%20have%2084000%20contacts%20in%20our%20crm%20system%20and%20200%20O365%20users%2C%20who%20will%20use%20this.%20Is%20there%20any%20way%20to%20automate%20the%20imports%20and%20updates%20for%20the%20personal%20contacts%20our%20users%3F%20I%20have%20tryed%20it%20with%20an%20csv%20import%20in%20outlook%2C%20to%20have%20a%20first%20test.%20But%20it%20is%20not%20really%20a%20solution%2C%20if%20i%20have%20to%20import%20the%20contacts%20(and%20the%20updates)%20manually%20for%20200%20people.%26nbsp%3B%3C%2FP%3E%3CP%3EPowershell%20gives%20only%20a%20solution%20for%20PST-Import%20on%20Exchange%20on-premise%2C%20not%20for%20Exchange%20online%20(New-MailboxImportImportRequest).%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThanks%20for%20any%20suggestion!%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-533588%22%20slang%3D%22en-US%22%3ERe%3A%20CTI-Integration%20or%20at%20least%20access%20to%20exchange%20contacts%20for%20PSTN%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-533588%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F167649%22%20target%3D%22_blank%22%3E%40Bernd%20Szarkowski-Tegtmeier%3C%2FA%3E%26nbsp%3BIf%20you%20have%20that%20many%20contacts%20I%20suggest%20that%20you%20don't%20import%20them%20to%20users%20personal%20contact%20list%2C%20instead%20you%20should%20integrate%20your%20CRM%20with%20a%20contact%20center%20system.%20Google%2FBing%20for%20%22Contact%20Center%20Microsoft%20Teams%22%20and%20you%20will%20find%20a%20couple%20of%20different%20systems.%20There%20is%20no%20native%20Contact%20Center%20support%20for%20Teams%20yet%20but%20it%20is%20possible%20to%20solve%20it%20in%20some%20other%20ways.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EWith%20all%20contacts%20in%20personal%20contact%20lists%20it%20will%20be%20hard%20for%20you%20to%20maintain%20them%2C%20update%2C%20create%20new%2C%20delete%20old%20etc.%3C%2FP%3E%3C%2FLINGO-BODY%3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Bernd Szarkowski-Tegtmeier
New Contributor

Hi there,

 

we have a cti-integration and we want to move our telephony to teams. Now we are testing this new environment. We noticed that if a call comes in to teams, only the caller-number is displayed. But we have all our customer contacts imported as exchange-contacts - with phone numbers.

Is it possible to display the full customer names if the actual number is found in the exchange contacts? Or is there another solution for this? The optimal solution should make it possible to display an external link too, that we have for every customer, to link in our crm-system (CTI). 

 

What is the best practice? I can't imagine, that no user or company miss the feature, that calling customes are displayed with their full name.

 

Does anyone have experience with this?

 

Thanks!

6 Replies
Solution

Hi,

 

Currently contacts that are in your personal contact list in Exchange/Outlook will show with name for incoming calls. But if the contact in in the share Global Address list Teams won't do this lookup.

 

I guess that the CRM intregration you wants will come with APIs later but they are not there yet.

 

Hi @Linus Cansby , we have 84000 contacts in our crm system and 200 O365 users, who will use this. Is there any way to automate the imports and updates for the personal contacts our users? I have tryed it with an csv import in outlook, to have a first test. But it is not really a solution, if i have to import the contacts (and the updates) manually for 200 people. 

Powershell gives only a solution for PST-Import on Exchange on-premise, not for Exchange online (New-MailboxImportRequest).

 

Thanks for any suggestion!

@Bernd Szarkowski-Tegtmeier If you have that many contacts I suggest that you don't import them to users personal contact list, instead you should integrate your CRM with a contact center system. Google/Bing for "Contact Center Microsoft Teams" and you will find a couple of different systems. There is no native Contact Center support for Teams yet but it is possible to solve it in some other ways.

 

With all contacts in personal contact lists it will be hard for you to maintain them, update, create new, delete old etc.

@Linus Cansby ya but from experience on our end virtually NONE of the advertised solutions ACTUALLY work with teams. Almost ALL of them say they are waiting on microsoft to get their ____ together and finalize their API to actually support calling, more importantly inbound webhooks/etc. Their is literally only one solution out there that can support teams, and they essentially bypass teams altogether and host their own calling and use direct routing to route to their own voip server. Adding insult to injury that solution starts at $4,000/mo, which is a joke for SMB companies. 

Teams API/calling right now is a complete joke. Even when its up and not going down (we were down for hours last week, its almost a monthly occurance that PSTN is having issues for some reason, despite redundant fiber/etc connections and a solid network). 

Its all good though MS has enough time to add "praise" to teams but not to support features that existed for a decade in SfB/lync. 

@Timothy Meredith Yes, that is a problem with new products like Teams that they are still developing. It looks like APIs will be available sometime during H2 2019 or early 2020.

@Linus Cansby : Now i have built my own solution with a synchronisation between our CRM and O365 over the GRAPH API. I will describe it soon on my blog, when I have tested it a little bit more. But at this moment I can say, that it works very fine and it is a working substitution to a CTI solution.

My solution seperates parts of our contacts and every user have to choose, what categories will be imported in his own O365-account. The most employees have choosen 20.000 contacts and a few people are using more. At this time no one uses all 80.000 contacts from our CRM. Updates are working weekly per user in background.

The imported contacts are available in Outlook and the replication in the Windows-App works very fine. Unfortunatly Teams works not so well, because we get no information about the state of the replication (like in Outlook) and so you have to wait and hope, that you have all imported contacts in your offline application. Sometimes we have to reinstall Teams to get all Contacts replicated. Also there is no real fulltextsearch in teams, we only find seperate words like our customer numbers, but we can work with it.

Is there any way to start the replication between the cloud and the Teams-App manually?

 

Thanks, Bernd

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