CRM integration using the AMI

Asterisk Manager Interface (AMI) is an interface which enables other applications to connect to Kerio Operator (which includes Asterisk) and to communicate via the AMI commands. You can use it to make phone calls. It enables you to:

• dial calls from your CRMCustomer Relationship Management - Strategies and technologies for managing and analyzing customer relationships. system,
• monitor call statuses in your CRM system (e.g., create logs),
• direct calls to another extension or terminate calls in your CRM system.

Connecting Kerio Operator with other applications

You can connect an application with Kerio Operator very easily. The settings are different for connections with a client (the server-to-client connection) and with a server (the server-to-server connection).

How to connect a client application (desktop application for dialing numbers) with Kerio Operator

To connect the applications, you need the username and password of the client application user:

1. In the administration interface, go to Configuration > Users.
2. Select a user and open the Edit User dialog.
3. Go to tab Advanced and check option Password for dialer (AMI).
4. Click on the icon and note down the displayed password.
5. Enter the username and password in the client application to authenticate.

How to connect a server (CRM system) with Kerio Operator

You need the authentication data which you enter to your CRM system:

1. In the administration interface, go to Configuration > Integration > General.
2. Click Configure at Third party CTI integration (AMI).
3. Check Third party CTI integration is enabled.
4. Click Add.
5. Enter Account name (usually the name of the CRM system).
6. The password is generated automatically. Click on the icon and note down the password.
7. To test the communication, set the permissions to full control. If the communication is successful, you may limit the permissions.

8. Login to your CRM system and enter the password for the AMI integration.
9. Test the communication by dialing an extension.

Application we have tried and prepared a configuration guide

For more information refer to Configuring OutCALL for dialing from the Microsoft Outlook contacts.

What to do when communication fails

Consult the logs in Kerio Operator:

1. In the administration interface, go to section Logs > Debug.
2. Right-click on the log screen and select optionMessages in the context menu.
3. This opens the Logging Messages dialog box. Check the AMI (CRM Integration, Desktop Dialer Applications).

Configure the internal firewall of Kerio Operator

1. In the administration interface, go to sectionConfiguration > Network > Firewall and check the settings.
2. If your CRM system is located outside your local network, add its IP address in section Configuration > Definitions > IP Address Groups,
3. Go back to section Configuration > Network > Firewall and select a new IP address group for the integration with the CRM system.