Integration of Asterisk PBX System with Microsoft CRM

This document is a case study detailing the integration of an Asterisk-based PBX system with Microsoft CRM for StandBy Automatisering, a Netherlands-based company providing IT support. The project aimed to improve the productivity and service quality of the client's office phone system by enabling direct calls from Microsoft Dynamics CRM, recording conversations, and forwarding calls automatically. The client sought a customized turnkey solution to ensure call activity was accessible organization-wide. WaveAccess, having previously developed a similar integration solution, conducted a project estimation and began development after approval. The integration process involved several stages, including requirements gathering, development, and trial testing. The initial version was developed in six days, with additional settings implemented based on client feedback. Following successful trials, a full license was delivered. The client expressed satisfaction with the completed integration and later requested assistance with migrating to MS CRM 2011.