Recently, Microsoft released the Agent Communications Panel for Microsoft Dynamics CRM 4.0. If your company has a call-center, I suggest you keep reading, if your company doesn’t have a call-center, I would also suggest you keep reading as there are many benefits that come with this amazing add-in. The Agent Communications Panel (ACP) is an application add-in to CRM 4.0. It works directly with CRM 4.0 and Microsoft Office Communications Server 2007 R2. It allows call-center representatives (or agents) to manage their communications all without even leaving Microsoft Dynamics CRM 4.0.

So what exactly does this mean for you? Well, since ACP is integrated into Dynamics CRM (Web application only) you can make and receive calls, conduct conference calls, chat/collaborate with other employees in your organization (or outside customers) all the while having access to your customer’s important information at your fingertips. Below is a look at the ACP experience within Microsoft Dynamics CRM 4.0.


The Agent Communications Panel has the following components/features:

• The Conversations pane displays your active conversations. Each conversation is contained in a Conversation window.
• The Customer tab enables you to access the customer information for the active conversation. You can view and edit the customer contact or account form. You can also add a new activity record to track your conversation.
• The New Call tab enables you to contact customers or co-workers. You can quickly make calls to your list of contacts or customers. You can also start an IM session with a co-worker.
• Your Presence Status shows your availability.
• ACP supports telephone typewriter (TTY) and telecommunications device for people who are deaf (TDD) devices.
• ACP provides a Set up A/V option that automatically detects and selects the preferred audio and video devices for you. Your audio and video devices, such as headsets, speaker and microphone, and webcam should work with Agent Communications Panel without any special setup.
• ACP enables you to switch between voice devices. For example, you can switch between using your headset or handset or between using the speaker phone or speaker/microphone devices.

This has been a highly awaited solution for Microsoft Dynamics CRM 4.0 and OCS 2007 R2 customers. Any Microsoft CRM customer that has a call center or ‘like’ call center operation should strongly consider scheduling a demo of all the rich features ACP has to offer.

ACP can be downloaded here:
http://go.microsoft.com/fwlink/?LinkID=140789.

For more information on Microsoft Office Communications Server 2007 R2, visit:
http://www.microsoft.com/communicationsserver/en/us/overview.aspx

For Business Value and Cost reduction, visit:
http://www.microsoft.com/communicationsserver/en/us/business-value.aspx