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Utilizing Microsoft Teams for CTI

Users of CTI by Simova now have the opportunity to integrate Microsoft Teams into their daily infrastructure. With the integration it is now possible to intercept and accept incoming calls from Microsoft Teams with CTI by Simova.

The benefit of this is that the customers/contacts/vendors from the incoming teams calls can also be saved as Microsoft Teams customers/contacts/vendors.

The user can assign a Microsoft Teams name to the customers/contacts/vendors when adding the customers/contacts/vendors from the incoming call to identify that it is a Microsoft Teams customer/contact/vendor.

How to set up the Microsoft Teams Name via the caller card

The following steps need to be completed to setting up the Microsoft Teams Name via the customer/contact/vendor card.

  1. Start in the CTI by Simova - Administrator role.
  2. Navigate to the customers/contacts/vendors via search.
  3. Select and open a customer/contact/vendor.
  4. Enter a Microsoft Teams name in the Microsoft Teams Name field in the general area of the customer/contact/vendor card.

How to set up the Microsoft Teams Name via incoming call

The following steps need to be completed to setting up the Microsoft Teams Name via caller card from an incoming call.

  1. Start in the caller card from an incoming call.
  2. Click on Create Customer/Contact/Vendor.
  3. Enter a Microsoft Teams name in the Microsoft Teams Name field in the general area of the newly created customer/contact/vendor card.

The Microsoft Teams integration functions as follows: When you receive an incoming call through Microsoft Teams from a contact, customer, or vendor that doesn't exist in your system, you have the option to create a new entry for them using the "Create Customer/Contact/Vendor" function.

In this process, you input the name of the incoming caller both in the Microsoft Teams Name field and the Name field within Microsoft Business Central. The system then operates in the following manner: When a call is subsequently received from this specific contact, customer, or vendor, it compares the name entered in the Microsoft Teams Name field with the name associated with the incoming Microsoft Teams call. If there is a match, the contact's information is displayed with the name entered in the Name field.

Additionally, the system distinguishes between internal and external calls by assessing whether the incoming call originates from within the same organization or if it's an external call based on the caller's information.

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