Cisco Phone System Integration ?

Edwards Finance > Phones

Q. I know that Cisco has an integration to CRM from their phone system to handle outbound dialing and screen pops. I am looking for a ballpark price. Anyone know approximately what it might cost?

A. I think the Cisco Call Manager/Call Manager Express Microsoft CRM Adaptor is free. In terms of installation/general training cost - no more than a few hours for someone that knows it. Check with your Cisco/Microsoft CRM partner. As long as something is monitorable somehow, it should be possible. The standard way would be SNMP support, you'd have to figure out if your phone system supports SNMP out for T1 status. Or if there's a logfile somewhere, you could probably script something for Nagios to capture and complain based on logfile entries. Ultimately, depending on how important it is, you may setup something ahead of the phone system for the T1s that is SNMP monitorable so you can page out on problems. (ie. an Adtran box of somekind that supports what you need to do). The Cisco router will not inform you in the event of a link failure. A suggestion is the free trial of Servers Alive for Windows. When used without registering it will allow 10 devices on your network to be tracked and will not stop working after a certian number of days for not registering. Notification methods include e-mail and text paging and the notification schedule allows multiple points of notification depending on time of day and week. We use a combination of in-house items. Basically it pings 5 outside IPs. If there is substantial packet loss or substantial number of the outside addresses don't respond, we have KERMIT pick a modem up and dial the on-call pager. (We have multiple lines, so it also SMS's and emails the phone and on-call list) I haven't tried this myself either, but this looks like it could be promising: "The example script we shall explore is one that monitors the system for an interface down, and upon identifying this situation, will run a TDR diagnostics command on that interface, capture the show interface output, and send an e-mail to the administrator."

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