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Computer Telephony Integration (CTI) allows you to increase productivity, enhance customer service and reduce costs by combining your digital phone system with Windows applications. Computer telephony integration allows you to simply point and click a phone number in your computer database to make an outbound telephone call and by combining your telephone and computer; you get benefits by utilizing CTI.

Computer Telephony Integration allows you to use your PC to perform tasks such as calling line identifications; this is where caller information appears when the phone rings, caller number identification and Middleware that allows you to choose how your PC application responds to each call. You can customize the application for call-handling rules and conditions by utilizing the call control flexibility functions that Middleware offers.

Middleware also allows you to handle multiple calls that generates the identification information of each caller, activates specific responses in different situations and generates screen display when reconnecting to a call placed on hold or transferred. Based on the call type, it can be customized to generate different displays or responses to fit your needs.

It is easy to set up, test and monitor advanced tools. By simplifying interface testing, debugging, call-event monitoring and set up of applications, you can select from pre-defined applications and the proper interface will be assigned. Through computer telephony integration, it is easy to control your calls, even in high volume situations, such as outbound telemarketing.

Computer Telephony Integration allows a user to utilize a PC soft phone with powerful enhancements that increase productivity. Through database integration it is possible to have a Smart Operator console that runs on a client PC and can provide features like, dialling, call control, text messaging, extension status, recent call history, call waiting, last number redial and many others.

Computer telephony integration can be utilized through a Smart Server by direct connection to a business PBX and live connections to the company’s contact data. Through a Smart Phone Suite, computer integration can make your telephone system a more productive part of your operation and can also increase employee productions.

It allows business management access to live statistics, missed callers, live call information, historical and contact lookup features. It can give you the statistics and information you need to make business decisions more knowledgeably.

Through SIP trunks or Session Initiation Protocol, companies can communicate over IP connections, by creating a single connection between the telephone company and the IP computer lines. This allows complete computer telephony integration to VOIP phone service and other sophisticated technology that can give a business cost savings and a more effective means of communicating through PCs.

As technology becomes more advanced, computer telephony integration will become the most cost effective means to increase productivity and handle communications between employees at location or remotely and with customers.

By utilizing Windows applications, your PC can assist with many tasks that are now additional cost features with traditional business telephone service. By using Computer telephony integration, it is easy to control call functions and monitor phone utilization by employees throughout the organization, no matter where they may be located.

Originally posted 2009-11-11 13:10:23.

In this small publication we are sharing our Microsoft CRM Consulting Time Logs tracking and integration via eConnect routine and SQL Server Stored Procedures, plus advanced custom SSRS reporting in CRM experience.  This solution is ready for deployment for new customers, who has employee time logs requirements and who has Dynamics GP as accounting base.  We assume that you are IT professional or Microsoft Dynamics GP and CRM technical consultant:

1. Time Log option in Microsoft Dynamics CRM.  For Account you can create contract, then if you need budgeting feature, you should add one or multiple Contract Lines, where you enter budget in Minutes and Cost  per minute or total contract line budget cost.  If you plan to have several layers of Billing rates, please consider having separate contract line for each rate.  When you have Contract and at least one Contract Line entered, please go to Actions and do Invoice Contract.  Then, open Contract Line and Create new Case for the Contract Line.  Then this case should be assigned to your consultants, who are CRM users obviously.  Users should see the Case in their CRM Workplace.  In the case we recommend users to log time in the form of new Task, where Duration in Minutes is counted against Contract Line Budget when you close the Case

2. Integration architecture.  As in MS CRM you only need to do SQL Select, we have Stored Procedures pulling time logs from Closed Case task and marking case as Transferred (custom table for case status is created in separate database as you are not supposed to create new objects in MS CRM DB).  Then eConnect routine checks Case Log Table in custom DB, reads closed case lines and creates Dynamics GP Sales Order Processing Invoice with the lines from MS CRM Tasks

3. Consultant Time Log Reporting.  We had this routine for earlier versions of MS CRM, where reporting was in Crystal Reports.  For MS CRM 4.0 you still have the option to link Crystal Report, however you can deploy Microsoft SQL Server Reporting Services or SSRS via New Report Wizard – some limitations apply, however if you edit the report in Microsoft Visual Studio and place it back to MS CRM Reporting Server you should be able to break through the limitations

4. MS CRM Time Log Integration to SAP Business One.  We also have routine, where instead of Dynamics GP eConnect we programmed it in Sap B1 SDK.  So, if you are tracking your timelogs in Microsoft CRM and your Accounting application is SAP Business One, feel free to call us for consultation

5. We would like to have feedback from you and if you need help with Dynamics GP Great Plains, Microsoft CRM or SB1 Integration, Customization Data Conversion, Reporting, feel free to call us: 1-866-528-0577, help@albaspectrum.com

Originally posted 2009-11-02 05:47:46.

If you have just implemented Microsoft Great Plains 10.0, you probably got it as something coming naturally with the ERP product. For users, who are familiar and using Great Plains since earlier versions, such as 6.0, 7.0, 7.5, 8.0 and even 9.0 – change in user interface is visible and probably significant. If you are using newest version of Microsoft Office 2007 or Vista OS – then you can recognize GP interface similarities, when for old version user learning curve is expected. Let’s take a look at some examples:

1. Forward & Backward buttons. Look at Home, Financial, Purchasing, Sales series on the left side of the navigation pane – if you click on one of those then Backward button will become available to go back. These are Vista and MS Office 2007 features and looks like Microsoft is deploying similar design in Microsoft Dynamics family of MRP products

2. No Toolbar, only drop down menus. Old good days Great Plains had concept of Toolbar, which was just below menu line. Versions 10,0 and 9.0 do not have it anymore and you will use drop down menu instead

3. Challenge for GP Dexterity programmer. If you are Microsoft Dexterity programmer, this might mean nightmare for you to imitate GP 10.0 graphical interface, however you always have the alternative to appeal to old GP interface without modern graphic to give your GP users workable custom logic. You should also imagine how much work was done by Microsoft Business Solutions Dexterity Development and GP new version creation team to make these changes happen

4. Microsoft Outlook plug-in. It might be something raising questions – why do we need Outlook to be incorporated in GP interface directly as we could have it with our Workstations? Seriously, we expect real work around to be considered when you deploy Citrix server or servers farm, where MS Office plug-in is probably not overly desirable

5. GP Reporting. If you are using old-good-days SOP blank invoice form to print our your sales invoices, you can relax and feel comfortable as RerpotWriter Dex reports are still and so far and maybe longer there and available. Besides Report Writer, you should get the trend that custom reports might be created in Microsoft SQL Server Reporting Services or SRS module

6. Upgrading to GP 10.0 or currently latest version as of January 2008. If you are on GP 8.0 or 9.0, you should apply GP 10.0 Service Pack 1, released in mid-November 2007, prior to launching Great Plains Utilities to do upgrade work

7. GP 10.0 new security model. Security was redesigned from scratch in 10.0 and it is not compatible with earlier versions, including 9.0. If you plan to upgrade GP from earlier versions you should consider security rights reimplementation, and as temporary solution you could rely on security migration procedure. Known issue here – you should eliminate spaces from the location of GP 10.0 workstation directory

Originally posted 2009-10-29 06:14:07.

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Former Great Plains Software, later on Microsoft Business Solutions Great Plains and currently finally Microsoft Dynamics GP ERP application serves to midsize and large US businesses, also it has Canadian and French Canadian versions, supporting Canadian Payroll. Plus GP is available for Central and Latin American markets, including Mexico and Spanish speaking Caribbean. Alba Spectrum Group, being international GP integrator, has strong presence in Chicagoland and we would like to invite existing and new potential Great Plains customers to become our clients. Let us give you the likely Great Plains data recovery, customization, reporting, consulting scenarios:

1. Great Plains Accounting for DOS walk away scenario. GPA is still in use, even considering the fact that Great Plains Software discontinued GPA support in around 1999. If you are on GPA and would like your respected business to face the future, please consider migration from GPA to Microsoft Dynamics GP Business Ready

2. Great Plains EDI or Electronic Document Interchange. EDI is known battle field for in-house programmers. However in our opinion EDI could be formalized and easily or at least quickly implemented for such Microsoft SQL Server based MRP applications as Microsoft Great Plains

3. Great Plains Dynamics GP version update considerations. Great Plains Utilities do the upgrade job, you should be aware and plus research GP upgrade path – this will allow you not to expose your company to the ERP using suspension risk

4. Chicago downtown services: upgrade, integration, customization, reporting, and data conversion scenarios. If you are in Chicago suburbs, please give us a call on service options and rates

5. Great Plains Dexterity customizations and software programming scenarios. GP Dex or current name is Microsoft Dexterity is semi-proprietary IDE and programming language. If you are programmer or software developer, you should be familiar with Dex architecture, if you plan to support GP internally for your company

6. GP Industries. Great Plains can automate accounting and so serve as ERP systems in the following industries: Wholesale & Retail, Transportation & Logistics, Recruiting & Placement.

Originally posted 2009-10-27 17:48:09.

Microsoft Dynamics GP customization tools selection changed with the introduction of eConnect.  If you are on version 9.0 or higher (current GP version is 10.0 – August 2008), we recommend you to deploy eConnect in GP integration routines programming.  In this small publication we would like to orient you in Microsoft CRM consulting hours capturing and moving them into Great Plains SOP invoice for billing out to your customers.  This example allows MBS consulting practice to build their time billing and accounting systems virtually for free, as Microsoft Dynamics certified partners at this time enjoy GP and Microsoft CRM licenses for free

1.       Service Activity in MS CRM.  You can schedule, assign your CRM users and resources, associate with Account, Contract, Contract Line or even case.  In our example we have case, created on contract line level as future Service Invoice in GP

2.       Account contract and contract lines.  In MS CRM you budget your time and assign hours (more precisely minutely) rates on the contract line level.  Then you invoice contract to enable creating case, associated with contract line and toward this case your consultants log their time in the form of tasks.

3.       Closing the cases and transferring them to your custom time log table.  First of all, you should know that in MS CRM database you should not create custom objects, such as table, view, stored procedure.  Instead you should create new database and place your custom objects there.  Having time log table, you should create nightly SQL job, which will move closed cases and their tasks into time log table and mark these cases as transferred

4.       Creating Service Invoices in GP.  This job is done by eConnect application.  You scan time log table, and create SOP Invoice with non-inventory item lines simply by placing consultant name as item number and description as task title.  Finally, when your eConnect routine creates Sales Invoice for the case, you should mark case as integrated in your time log table

5.       Dexterity nature of GP tables and fields.  Great Plains Dexterity places some limitations on the length of GP SOP invoice line records.  Please, read about the field descriptions in GP tables in Tools->Resource Description->Tables

SBF is part of Microsoft Dynamics GP family of ERP application, in the past this product was introduced by Great Plains Software as Small Business Manager. This application was originally initially created from the same code base as regular Great Plains Dynamics and so it is Great Plains Dexterity coded with the options if being modified in Microsoft Dexterity

1. SBF Support. User training is relatively simple in Small Business Financials and often users are reading the manual and discover the system on their own. Security model is also straight forward. Real support needs are typically related to data repair on SQL scripting level. You can also use traditional for GP data fixing technologies as check links. We recommend you to use consultant or programmer who could quickly help you via web sessions or remote desktop connection, meaning that these people do not have to be local

2. Version update. In comparison to Microsoft Great Plains Dynamics GP, Small Business Financials is easier to upgrade, and it is less sensitive to Service packs application in upgrading process. Current version is 9.0 as of April 2008, typical upgrade path is from version 6.0 to 7.5 and then to 9.0. GP latest version is 10.0, where Microsoft Business Solutions completely redesigned user security model, this is probably one of the reasons that SBF is still on 9.0

3. Integration. You should consider such technologies as SQL stored procedures, if you have support from MBS VAR, who is comfortable with Microsoft Dexterity, you can deploy Dex customizations in integrating SBF with external legacy application or in EDI environments

4. Reporting. SBF utilizes GP ReportWriter for integrated reports and FRx reports for Financial reporting. Report Writer stores modified reports in Reports.dic dictionary file, you should be aware about this file, when you install new user workstation. It is also good idea to share reports dictionary for all the users on the server, in this case you should modify Dynamics.set file – the line, where reports.dic file path is specified

5. Backup Strategies. As SBF is typically for small businesses, where IT support is limited, we recommend you to setup automatic backup via SQL Server Agent maintenance plans. Then backup files should be taken by tape backup, or alternatively you can deploy Windows backup utility to backup on external USB hard drive. You should include into backup the following databases: Dynamics, company, master

Microsoft Dynamics GP version 10.0 advanced such new technologies as eConnect in and this seems to be general trend to walk away from proprietary tools, such as Microsoft Dexterity to Microsoft specific platforms, such as .Net, COM+ and MS SQL Server Stored Procedures, as you know eConnect core contains encrypted stored procs. Historically Great Plains IM was based on OLE technology, where GP workstation was used as OLE server and business logic validation was done in GP forms, where OLE mechanism was entering fields values. Let’s take a look at new and traditional features available in IM version 10.0, it is in our opinion in transition to be rewritten completely in eConnect, but at this time it is available with both traditional and eConnect connectors:

1. eConnect connector. For GP consultants, you should be aware that eConnect connector requires specific company, if you remember how OLE connector works – it recognizes the company, from where you call Integration Manager and so you do not need to specify the company in integration settings. eConnect requires the company target to be specified. eConnect integration performance should be higher comparing to traditional connector, as eConnect doesn’t use slow OLE technology and imitates business logic (or in other words it replicates Dexterity functionality) in SQL stored procedures (which are performed on the server). Typical GP integrations involve Sales Order Processing module (this includes eCommerce scenarios) as well as Purchase Order Processing module (where you integrate EDI vendor invoices, for example) and at this time, GP IM 10.0 eConnect connector enables these integrations, which is very optimistic note

2. IM upgrade. Typical scenarios are when you are upgrading skipping two versions, let’s say from GP IM 7.5 to 10.0. In this scenario you need to do two steps upgrade – first to GP IM 9.0 and then to 10.0

3. VBA programming for Integration Manager. This technology may seem outdated as VBA was popular in late 1990th to automate MS Excel and MS Access type of scenarios. However VBA and Modifier modules are still available with Microsoft Dynamics GP purchase or upgrade. VBA scripting is event driven one, so you should review the options to alter IM business logic on pre and post integration, pre and post document. This article format is short and we can not give you sample VBA scripts here, however if you have development budget and would like to get advanced technical and programming help, we would be happy to assist you

4. GP IM advanced techniques. Translation technology. Each field is available for translation logic. You can load Excel translation table to IM directly. Translation logic allows you to map external item number id to your internal one, or in collection agency example it allows you to translate vendor it to customer id, as collection business is reversed one, where sales means collection

5. IM in cross platform integrations, here we need to stress ODBC standard and advanced integrations. Microsoft SQL Server 2000 and 2005 linked server construction allows you to deploy either direct SQL select statement or OPENROWSET one. Now is you are coming from Oracle and Oracle EBusiness Suite world, similar integration concept is available from Oracle EDI. If you are on Linux Red Hut and PHP and MySQL, please consider ODBC bridge or appeal to Java technology. If you PHP is sitting on MS Windows platform you can deploy direct call to MS SQL Server 2005 or 2000

6. GP data conversion and Integration Manager. Legacy data massage, conversion, is available and IM usage is very helpful. Microsoft Dynamics GP offers IM installation or initial migration license, which is limited to the number of days

7. The most popular Integration Tables in Great Plains: SOP10100, SOP10200, RM00101, RM00102

8. Integration Manager and Great Plains Dexterity connections: DEX_ROW_ID is one of the most popular questions among the developers community. If you do direct SQL insert statement feed into GP tables, DEX_ROW_ID is outoincremental and so you don’t need to populate it

9. GP and MS CRM connector. It is outside of GP IM, so please do not be confused. MS CRM connection business is pretty much taken over by Scribe Software, so please check with these folks first. Also, SAP Business One is very popular small business ERP and MRP (Manufacturing module and extensions) platform, where you can have Microsoft CRM to be integrated. From Microsoft Dynamics CRM side you can use SQL views and stored procedures to store exported data in the custom database, and from SB1 side you use Sap B1 SDK to program SB1 integrated objects: Sales Orders or Sales Invoices

10. XML Web Service Approach. As XML is in essence text, it is the platform independent data (or text files) stream. To open Web Service to UNIX client, from GP side you typically involve C3 or VB.Net developer

11. IM closing remarks. Great Plains Integration Manager is both end user and developer friendly tool. If you are VBA or Microsoft.Net programmer you should be able to build sound integration on IM platform. eConnect will more likely be the main IM transformation technology, so if you are deploying IM integrating techniques, you should follow eConnect news

Each ERP system should be considered as the platform, which could be tuned to fit your company business processes through custom programming, integration, reporting and existing logic modification. Microsoft Dynamics GP isn’t exception and in this small article we would like to come through typical GP alterations scenarios

1. Great Plains Dexterity. This is Integrated Development Environment or IDE with its own programming language sanscript. Dexterity was designed specially for Great Plains Dynamics in earlier 1990th and this is one of the reasons why Dex is a bit “old-fashioned” and if you are software programmer, you should not expect to begin programming in Dexterity over night. If you are thinking about creation GP extension for the open market, then you should know that most of the extensions are written in Microsoft Dexterity. In order to understand the internal side of Dex, please take a look at Dynamics.set file, where all the products are listed. You begin Dex project by opening Dynamics.dic dictionary and adding or modifying resources in it: forms, reports, windows, fields, scripts, etc. Some Dex hints – copy Dex.ini from your GP workstation folder to your Dexterity application directory – this will allow you to launch Dex in debugging mode. Since version 7.0 Dex can call Microsoft COM objects.

2. eConnect. This tool opens you the access GP work transactions (SOP Invoice, POP Purchase Order, GL record, FA depreciation to name few examples) and master records (customer, vendor, employee, Fixed Asset, General Ledger account). Initially eConnect was designated to eCommerce developers by opening Sales Order Processing, Inventory and Receivables Management modules, but later on it was extended to cover most of the GP objects. You can call eConnect from your Microsoft Visual Studio C# or VB.Net projects, as internal logic of eConnect (business objects) is written in MS SQL Server encrypted stored procedures

3. VBA/Modifier. If you are comfortable with VBA scripting (remember MS Excel modifications?), you can add some logic to existing GP windows, such as SOP Entry screen, where you can put new button with Modifier and then attach VBA script to this field. If you plan to hit GP database from Modifier-added buttons and field, you should deploy ADO technology, where more likely you will have to hardcode user ID and password. Modifier allows you to include GP Dexterity sanscript scriplets into the VBA code – this allows you to use Continuum for VBA technology to switch GP modules and manipulate Dexterity objects across your multi-module GP workstation, however this technique is very complex and typically causes expensive version upgrade work

4. SQL Scripting. One of the most popular routines, where you deploy SQL stored procedures is Electronic Document Interchange or EDI. EDI has header, body and trailer and you deploy such SQL constructions as CAST, CONVERT to address fixed length fields EDI formatting

5. GP Integration. Microsoft Dynamics GP Integration Manager should be considered first – it is possible to extend IM with VBA scripting and fields translation table (you can create translation table in Excel and then import it to Integration Manager). If IM doesn’t do the job, consider eConnect, SQL scripts and Dexterity. Please, be aware – IM validates GP business logic and this prevents you from all the possible errors in integration. SQL scripting, in opposite doesn’t validate GP logic and by not doing so – it may compromise your data integrity

6. Modification Upgrade. Obviously you should expect some complication in GP version update if you deploy custom GP development technologies. In the case of Great Plains Software Dexterity alternative logic, you should keep Dynamics.dic or Extract.dic with modification scripts in them – Dex developer should be able to upgrade your custom logic. Talking about Modifier with VBA – if you do not deploy Continuum modules switch tricks, upgrade should be straightforward. IM typically is GP version proof. To give you additional version update considerations – Great Plains versions 7.5 and earlier: 7.0, 6.0, 5.5, 5.0, 4.0 and 3.2 were available on alternative DB platforms: Btrieve (later on this DB was renamed into Pervasive SQL Server), Ctree/Faircom, and respectively, if you are on these legacy platforms, your modified logic might deploy programming constructions, specific to these DB platforms only – if you are thinking to upgrade to recent GP version (10.0 or 9.0) – you should come through custom logic porting to Microsoft SQL Server 2005 and 2000

7. GP Reporting tools. ReportWriter is Dexterity module and it is seamlessly integrated in GP workstation interface and GP security model. Report Writer reports are stored in Reports.dic. RW is typically used when you need to modify GP existing reports: SOP Invoice Long Form (place your company Logo is classical example). Crystal Reports – you should consider good report design practice to offload report record set creation to MS SQL Server stored procedure or SQL view. SRS or Microsoft SQL Server Reporting Services – in our opinion this tool is competitor to CR and you should be aware to use similar strategy – placing record set selection logic to SQL stored procs. You can also deploy MS Excel and MS Access to do reporting for GP – please research ODBC connection options for these tools

8. GP modules licensing consideration. Depending on your GP version – GP professional, standard or business ready, you should be aware that custom modules might require additional purchases, please contact you Microsoft Business Solution partner or MBS ISV

9. Data conversion consideration. If you are switching from legacy MRP, such as Accpac, MYOB, PeopleSoft, Oracle EBusiness Suite/Financials/Applications, JD Edwards, QuickBooks, PeachTree, MAS 90/2000 to GP, data migration and massage might be required. We recommend you to keep legacy accounting system for data inquiry and lookup and do not do historical ERP data conversion to Great Plains. However if historical transactions migration is required, please contact us for the data cleansing quote