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The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

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Global IP Office Technical Tip
160: MSCRM Phone records and Screen Popping
*Release Date: 10 January 2007


Phone records in MSCRM Database (CDF database) need to be free of meta-characters in order to successfully match incoming caller ID and provide screen popping for matched contact functionality.

When importing contacts from Outlook (for instance using the data migration wizard), meta-characters (parentheses, dashes) that are included in the record are normally included when the data is migrated. These meta-characters in the phone record data field in the MSCRM Database (CDF database) can cause an incoming caller ID to not match a contact record. This in turn prevents screen popping of matched contact
capabilities.

For the MSCRM database to be integrated with IP Office, the phone records in the MSCRM Database (CDF database) must not contain meta-characters. Some common examples that may be configured for 10 digit numbers and may need amending include:

(xxx)xxx-xxxx will not match and provide screen popping.
xxxxxxxxxx will match and provide screen popping.

Please refer to Microsoft best practices when importing into, or migrating data for the MSCRM Database (CDF database).

More information can be found on the Microsoft Dynamics CRM website:

Microsoft Dynamics CRM 3.0 downloads
http://www.microsoft.com/dynamics/crm/using/downloads/default.mspx

Microsoft Dynamics CRM 3.0 Data Migration Pack
http://www.microsoft.com/downloads/details.aspx?FamilyID=3D36AC8E-B485-4F0C-
9DEC-C9BACBAD1A73&displaylang=en

 


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