Microsoft CRM Conversation Gateway: VOIP – Implementation & Customization
Microsoft CRM is winning market share step-by-step from such the traditional CRM providers as Siebel, Saleslogix. In this article we’ll show Microsoft Business Solutions CRM potential in the VoIP direction.
Nowadays VOIP-based technologies and Instant Messaging Systems are getting wider and wider spread. Each work desk or each personal computer has one or another instrument of information exchange, belonging to the VOIP or instant messaging systems. Currently the mostly presented information exchange systems are:
• Skype (http://www.skype.com). Revolution system of sound compression – the tolerance to the bandwidth of the channel enabled VoIP amusement features to the general internet world-wide user with microphone and headset, Windows/Linux/Mac OS X operating systems, internet access and free registration with Skype. Plus Skype application has instant messenger between skype users. New features and services SkypeOut and SkypeIn allow you not only to call to the regular phones from your computers with very low rates, but also accept the calls on your skype phone number in the SkypeIn system.
• MSN Messenger (http://messenger.msn.com). Quite successful attempt of the Microsoft open the door to the instant messengers market. MSN Messenger gained market with the speed of light, due to the tight integration with Microsoft Windows. Every new version adds new functionalities – MSN Spaces integration, audio and video transfer etc.
• Yahoo! Messenger (http://messenger.yahoo.com). IM system of the Yahoo! portal, has standard set of features for communication, including audio and video stream transfer.
• AOL Instant Messenger (http://www.aim.com). This is one of the veterans of the IM system market. Considering the popularity of AOL as internet provider – AOL instant messenger holds substantial market share.
• ICQ – (http://www.icq.com). Yes – we do not have to give you additional comments, we are targeting this article to IT professionals who were working in the Clinton era of American internet miracle and booming. Let us just add that with the release of version 5 ICQ introduced new features of the audio and video conversation.
• VoIP & IM systems are popular not only in the home office environment, but are gaining popularity in the corporate market. One of the proves is the release of Microsoft Live Communication Server, which allows messages streams coordination and control. Natural idea – should we enable VoIP and IM conversation with automatic protocol? It is always good to have paper copy of the MSN conference, related to the project, product, in the form of MS CRM Activity. Or, from CRM interface to call your potential customer via Skype. Or accept the incoming call via SkypeIn and record the call to the CRM database to be accurate with the following negotiations. The usage is really unlimited and is currently restricted only by human conservative nature.
Now, let’s consider the schema of MS CRM extensions to enable such a system:
• The main component is Albaspectrum Media Core for MS CRM – the module, providing media streams saving in the special database, interaction with the specializing connectors to IM/VoIP systems. Its function is also Activity creation in the Microsoft CRM system.
• The second important component is modification to these forms: Contact, Account etc. Modification is adding phones, addresses, Skype, MSN, AOL, Yahoo identifiers. Also we have to add SkypeOut phone calls service. In the future we plan PBX/PSTN support via MS Office Communicator 2005
• Planned addition – Answering Machine module, controlling incoming calls and messages from clients and saves them in Media Database. If manager is out of his desk, system will save the message and will create Activity in personal queue – you will not miss no one customer call! Plus all the calls from non-registered clients/prospects might be associated with one or another Account, Contact, Lead, etc.
Let’s consider the process of the phone call/receiving or message recording:
• CRM User opens client form and reads telephone or skype ID to place the call. If she/he would like to talk to skype user – Skype application must be installed of the local machine and she/he needs to be skype online user. If she/he calls to another Skype user, then we don’t have additional requirements. In the case when call is placed on PSTN number, CRM user needs to have SkypeOut active account. In both cases – when user picks up the phone or is absent – CRM activity will be created with the relevant status. If the call was accepted, automatic call recording will be switched on, activity will be created with the indication on the phone duration. For MSN, Yahoo!, ICQ audio conversations – all the mentioned above is relevant, except PSTN support (currently skype only).
• The above described process is similar for instant messenger conversations, recorded by MSN Messenger, ICQ, Yahoo! Messenger, AOL Instant Messenger.
• CRM User could appeal to Full-Text Search upon the saving to Media Database of text talks directly from the MS CRM interface.
• For the users, who are accessing CRM over the internet we envision IM system support (as http://webmessenger.msn.com) in the MS CRM forms.
Good luck with integration! If you want us to do the job – give us a call 1-630-961-5918 or 1-866-528-0577! help@albaspectrum.com
How to Use Skype to Make Psp as Psp Phone
This article is about how to use Skype to make PSP as PSP phone and add DVD to PSP
phone with DVD Ripper software. Skype is an instantly communicate tool that can change
PSP to PSP phone to call homely telephone. Can you image that the authentic game player
can be use as a phone to make common call to your friends? Skype for PSP can call other
Skype user free, including PC Skype, mobile phone Skype and others.
Recently, after Sony update firmware to version 3.90, we can use Skype on PSP and make
PSP as PSP phone is an easy job.
The article has three parts, list as follow:
1.How to use Skype make PSP as PSP phone (requests 3.90 firmware, Mic phone )
2.How to Rip DVD with DVD Ripper software on PSP phone (on Windows )
3.How to go to internet on PSP (The basic to use Skype for PSP)
Let s go father to overthrow PSP.
Part one: How to use Skype make PSP as PSP phone.
Skype just can be use on PSP Slim firmware version 3.90 and above, so if you don’t have the
right version, please go here to download the firmware v3.90 – http://www.daniusoft.com/tutorial/download.html.
1.Update PSP Slim to V3.90.
After download the firmware above, extract the PSPV3.90 rar file and find the file named
EBOOT.PBP.
Connect PSP to PC with USB, open the memory stick, go to the ‘GAME’ folder, create new
folder name ‘UPDATE’, copy the EBOOT.PBP and put it on.
Now, turn on PSP, go to Game — Memory Stick, you’ll see the update file as picture follow:
Press ‘Enter’ key to run the file. It’ll show your instructions about how to finish the update
issue.
Notice: Must make sure the battery at least has 50% power when you begin to update.
When finish, you can go to Settings — System Settings — System Information to check the
version of your PSP. If you do the right update, it’ll show System Software Version 3.90.
2.How to use Skype on PSP Slim.
Skype need special earphone to call ordinary number. There are three ear phone to select:
Single Pack, Twinpack, Lepo PSP Slim & lite -Headphones & Mic With Remote Control,
anyone of them is OK.
First, after update PSP to V3.90, you can find the ‘Skype’ logo at ‘Network’.
Second, press ‘enter’ button to run ‘Skype’.
If you can’t see Skype logo after update to V3.90, then you should active Skype function as
follow:
1)Turn off PSP, press R button and turn on PSP at the same time.
2)Go to ‘Configuration’, change Fake region to America or any other just not Japan. Return
to open Skype again.
Remember create internet connection on PSP before you run Skype on it. If you don’t know
how to do, please go to Part Three first.
Third, create new account.
When you run Skype, it’ll turn background to blue, and ask Log in or Create New Account.
Here we choose create a new one.
1)Choose create new account, enter your nick, and then enter another user name, it’s your
Skype account that can be use to log in, different from nickname. Enter a password and
email, accept the condition like register at forum.
2)Now, it need connect to internet, select the network we do at Part one.
3)Now, Skype auto check your register info.
4)OK, if you do everything right, then register succeed.
Now, you have your Skype account, run it and fill the log in info. Before you can use the
Skype, it requests ‘Skype Test Call’. Insert the earphone mentioned above and follow the
instruction to have a test.
After finish the test, enter Skype main menu. It’ll take you some times to sync ‘Contacts’info.
Choose a contact who online now or if you can use two PSP to log in, of course, with
different account.
Press enter button to call the one who online.
The one who was called can press ‘Enter’ to accept or ‘Back’ to refuse.
When you calling, you can keep the call, cut the call and check the info of the opposing
party.
The dial keyboard can make you call ordinarily number if your Skype account have enough
money.
Part Two: How to Rip DVD with DVD Ripper software on PSP phone (on Windows)
Besides Skype, as you know, PSP have many other functions such as play video, movie,
music and take photos. The part one is make PSP into PSP phone, now let’s rip DVD on PSP
phone with DVD Ripper software.
I have many DVDs, and it’s rebarbative to download movies from internet. I choose this
DVD Ripper I think it’s one of the best DVD Ripper that rip DVD with high quality and fast
speed I even used.
1.Install Daniusoft DVD Ripper and load DVD.
2.Select the right format you want to rip and the output folder.
3.Press ‘Start’ to rip DVD movie to the right format.
This DVD ripper software can also set twice volume of output file, capture photo from DVD
and save to computer. I capture a photo when preview, it’s much convenient for me. It can
rip DVD to all popular players, so I can use it for iPod, too.
4.After conversion, copy the file and put it to the ‘Movie’ folder or ‘Video’ folder, now you can
enjoy DVDs on your PSP phone. Don’t forget, you can rip DVD just as personal not
commercial.
Part Three: Go to internet on PSP.
If you have known how to do that, please go to part one.
If you still a freshman of it, please follow the steps to go to internet with your PSP.
1.Turn on PSP and go to Settings.
2.Find ‘Network Settings’ and enter.
3.Choose ‘Infrastructure Mode’ and enter.
4.Select ‘New Connection’ and enter.
5.Make it ‘Scan’. It will take seconds to scan around for wireless router.
6.After scan, choose the SSID you want to enter, before you can go to internet, you should
enter your name and press ‘Enter†to quit.
7.Go ahead. Select the network and enter it, then you need to input a ‘WEP Key’ before you
can go to internet.
If you have Notebook and use wireless router, then you can use the wireless router here.
If you enter a wrong ‘WEP Key’, it will warning ‘The characters you entered are not valid’,
that means you should connect again and get a right key.
VoIP Security Threats Explained
In a recent report issued by CompTIA, the Computer Technology Industry Association, 50% of small and medium sized businesses (SMBs) had very little trust in the security offered by VoIP vendors, or for that matter, voice over IP security in general.
It is true, having your voice and data running on the same infrastructure leaves your telecommunications particularly vulnerable to all the security threats inherent in an IP network. Viruses, Trojan Horses, and worms can all wreak havoc on a network, and having your voice network go down for even the shortest time is intolerable for most business.
That said, security has come a long way, and most attacks can be stopped at the gateway by a good network administrator. While attacks on VoIP networks in particular are by no means widespread, the possibilities are there, if not imminent, and pose a very real threat to the very time sensitive requirements of voice over IP.
The following is a compilation of just some of the security threats facing a voice over IP network, as well as some security measures that could be taken to prevent such attacks.
SPIT: The new Spam for VoIP
Most anybody that receives email is familiar with the term Spam. Who among us has not received dozens of unsolicited emails, clogging up our mailboxes and causing us to waste our valuable time? Laws have been made to reduce the clutter in our mailboxes, and major offenders have been fined heavily and in some cases put in jail.
Spam is basically the broadcasting of advertisements, announcements, or other unwanted messages, over a network or networks, ending up in the mail boxes of anyone that has an email address on that network. At worst, spam is frustrating for the recipient, and can also cause network problems utilizing a good majority of bandwidth that is meant for other things. As email applications are connectionless and not sensitive to time delay, eventually the recipient will receive their emails intact, albeit a few minutes later than it would normally take.
Spam over Internet telephony, otherwise known as SPIT, can have far greater consequences than email spam. Spitters that target VoIP gateways can use up the available bandwidth, severely disrupting Quality of Service and causing a major degradation in voice quality.
The open nature of VoIP phone calls makes it easy for spitters to broadcast audio commercials just as email advertisements are broadcast. On closed networks like Vonage or Skype, or even your companies LAN, it is a little more difficult as the spitter would have to hack into the network in order to implement the broadcast. It can, however, be done.
The ability to broadcast audio messages over a VoIP network is not, in itself, necessarily a bad thing. Companies should be able to get out important messages quickly, and on a broader scope, emergency services could easily communicate mandatory evacuations, or warn of impending disasters in the event of catastrophe.
While Spit is certainly a technical possibility, to date, we have not seen a lot of it. In 2004, the peer to peer VoIP network Skype got hacked into, and users were inundated with unsolicited audio messages. Shortly thereafter, Skype had found and closed the loophole in the network. One other legal recourse is to get on the national Do Not Call list, to prevent solicitors from bombarding your voice mail box
Eavesdropping
Probably one of the scariest vulnerabilities of VoIP is the ability of an outsider to eavesdrop on a private conversation. This concept is nothing new to IP data networks, and generally requires a packet analyzer to intercept IP packets, and in the case of VoIP, saving the data as an audio file. Hackers then have the ability to learn user ids and passwords, or worse, to gain knowledge of confidential business information.
While it is true that eavesdropping occurs on traditional telephone lines as well as cellular networks, for someone to tap into your home phone line pretty much requires a physical presence outside your house. In the case of an IP network, a hacker requires only a laptop, some readily available software, and the knowledge of how to hack into your network.
Security analysts have long used encryption techniques to protect the confidentiality of data traveling through an IP network, and the same concept holds true for voice packets. The challenge with voice is to encrypt strongly and quickly, to protect confidentiality and as not to slow down the packet flow.
Nevertheless, if someone really wants to listen in on your calls, no type of telecommunication is 100% secure.
Phishing the Waters of Voice over IP
Another variation of an email attack, Phishing is designed to trick a user into revealing sensitive data such as user names, passwords, bank accounts, credit cards, and even social security numbers. In the case of VoIP, the attack could come as a voice mail message urging you to call a designated number and provide your user information. Even if the call is automated, touch tones can be easily deciphered. Depending on what information they get, hackers can use it to access bank accounts, or to steal identities.
While you can program a PBX to restrict call backs to known phishers, as more users become familiar with the pitfalls of the Internet, it becomes common knowledge to never give out sensitive information to automated media, be it via data or voice.
SIP Registration Hijacking
The Session Initiation Protocol (SIP) is becoming widely accepted as the method for setting up VoIP phone calls. The process involves a Registrar (in some cases the company PBX itself), which maintains a database of all users subscribed to the network, and basically maps their telephone number to an IP address.
Registration hijacking occurs when the packet header of either party is intercepted by a hacker, who substitutes his IP address for that of the legitimate one. Attacks can take the form of fraudulent toll free calls, denial of service attacks that can render the users device useless, or a simple diversion of communication.
Spoofing
Another hack that is well known in data networks is spoofing Also known as a man in the middle attack, spoofing requires hacking into a network and intercepting packets being sent between two parties. Once the IP address or phone number of the trusted host is discovered, hackers can use this attack to misdirect communications, modify data, or in the case of Caller ID Spoofing, transfer cash from a stolen credit card number.
SIP registration hijacking is a form of spoofing. Both of these spoofs, as well as other hacks such as eavesdropping, can be prevented by employing encryption techniques at the call set up phase. Today, the up and coming mechanism to achieve this is to send SIP messages over an encrypted Transport Layer Security channel. Putting these two protocols together forms the acronym SIPS.
There is no doubt that IP networks can be, and are, hacked into. Since a converged network consists of data and voice, VoIP is as vulnerable as any application to these disruptions, but with a downtime tolerance of no more than 5 minutes a year, such interruptions are considered intolerable for voice applications.
As of today, most of these security threats are not wide spread, and are presented here as a what could happen in the future scenario. Industry experts agree that as voice over Internet telephony becomes more wide spread, malicious hacking attempts are bound to follow.
These and other security threats can be prevented by a vigilant network staff, using all the known security precautions typical of an IP network. No VoIP solution is secure out of the box, and must be locked down by using common sense approaches, including but not limited to changing default passwords, closing down unused ports and services, utilizing firewalls and VPNs for network communications, and diligent intrusion detection.
Cheap International Calls: Check Out for Cost Benefits
With the help of the latest technologies and advancements, the world is shrinking to comparatively smaller village. The ability to communicate with people across the globe by means of written messages or chat rooms on the internet has been faded with desire to speak to people on the telephone. But, while talking over to traditional telephone services, the users have to empty their pocket at the end of the month. Considering the various issues regrading previous network and services, cheap international calls have been a big hit in the hot telecom domain.
These international calls help the users to make local, national and international calls at discounted rates. With cheap international calling services, the users can really feel at home, by talking to their family or the near and dear ones. Therefore, it can be said that advancement in the technology is a way to make common men ‘life easier and comfortable’. Unlike PSTN, the VoIP technology has made the dream come true which was earlier unthinkable in context with the frequent and long distance international calls. The VoIP is a low-priced and high tech answer to make international calls economical and affordable. In comparison to the PSTN services, the cost of making VoIP calls is at least three times cheaper.
The latest fiber optics or internet telephony services have made it possible to talk with the people on other side of the globe without a great deal of expense. Behind this trend, the internet is the main driving force which helps the users to enjoy “unified†communication. The packet switching technique has been forced to deal with the cost issue of international calls. Moreover, without dialing a PIN, one can get value-added features such as call history, online phone book, call waiting and call forwarding.
Nowadays, various international call plans are available in the market. One can choose the plan that is most suitable for his or her needs. With the help of international calling plans, businesses with global presence have increased their profits by almost double folds, as they lowered down their monthly bills up to 40 to 60 percent. Most businesses have opted for this option because their business demands- frequent and regular networking with their customers.
While calling over the IP networks, the business entities enjoy excellent voice quality which improves the productivity. Unlike the PSTN services, the VoIP technology is backed with clear and free voice reception among the sender and receiver.
Interestingly, it is the bandwidth which governs the quality of the voice over the internet. As a matter of fact, with a high bandwidth connection one can get better sound quality. This is because, the voice data is passed even when there is apparent network congestion. The VoIP services are up loaded like any other software application.
The VoIP or voice over IP services are well known for fast and excellent “unified†communication. Unlike, the circuit switching technique, the advanced telecommunication boasts of packet switching technique. This technique digitalises voice signals into IP packets. This voice over IP process is one of the cheapest way of calling across the globe. The internet telephony provides a single cable for sending and receiving voice, video, data and images. While calling over the internet, there is a reduction in per minute call costs, which in turn translates into an efficient use of resources.
To avail the benefit of cheap international calls, the users must always compare the offers from various providers. The competition in VoIP is quite high, unlike before and it has motivated providers to come up with bundled services to attract users.
The UK Finally Embracing VoIP
VoIP in the UK has started to take off just as it has all over the world. It is an amazing break through technology and is changing the face of telephone communications. According to a study conducted by research firm Harris Interactive, during the last nine months, the percentage of British adults who have heard of VoIP or already use it has increased from just a little over one-third (37 percent) to nearly half (46 percent.) A similar shift in awareness and use in the United States has been shown from 36 to 51 percent. The firm surveyed 1,089 U.S. adults aged 18 and over and 1,117 British adults aged 18 and over.
VoIP stands for “Voice over Internet Protocol” and many times it is referred to as “Internet Phone Serviceâ€. It is a way for British consumers to make and receive telephone calls using a high-speed Internet connection. The main reason why VoIP is becoming popular in the UK is cost; as VoIP is significantly less expensive than typical local and long distance telephone service offered by the phone companies. Most UK VoIP providers charge about £6.99 per month. Some providers also have an annual rate of £79.99; not bad for those consumers who are looking to save a pretty penny.
Early efforts at employing VoIP in the UK involved having to use a computer in order to use the service, known as PC to PC calling. While this is still popular today, VoIP services can now be used with regular telephone equipment so less technical people can enjoy the cost savings of VoIP. It works just like traditional phone service, so all that is needed is a phone jack; a phone adapter (provided by the VoIP Company) an existing phone (with the exception of a rotary phone), high-speed Internet and a monthly or annual subscription to a VoIP service provider.
Once connected and installed, VoIP works just like any other phone: all consumers have to do is pick up the phone and wait for the dial tone – dial a phone number – wait for the person to answer – and start a conversation. In most cases the person on the other end won’t even know that you are using VoIP; the quality is that excellent.
Some of the tangible benefits of using VoIP include: unlimited UK local & national calls, a UK phone number with your choice of area dialing code, a free second phone line; as well as free features like voicemail, caller ID, distinctive ringing, three-way calling, call forwarding, do not disturb and many more.
Another advantage of using VoIP is that it is portable. For example, let’s assume that you have to go on a business trip to China. Simply pack up your phone adapter, (power supply & cables) and your touch tone phone. When you arrive at your hotel in Beijing, set up your phone adaptor and phone just as you had installed it at home. You can then make and receive telephone calls as if you were sitting down in your living room back in the UK. It’s that easy.
Cost savings, free features, portability – VoIP is the emerging technology at the root of all these trends, and British consumers should expect to see a lot more news about VoIP in the UK in the coming months and years.
