A client needed to integrate MS Dynamics CRM into there call center operations and automate complex business rules all the while retaining control over the modification of those business rules without the need for a developer. This complex integration project consisted of a windows application that communicated with an "Interactive Intelligence Inc" PBX and used to automatically search and open a client's profile based on the incoming phone number and caller ID if available. Furthermore, the project required that phone calls to be made be evenly distributed across all agents of a call center on an on demand basis and based on a phone call classification that ensured that an agent would not get the same type of call too many times (Some calls were sales calls). The data source and Business rules were developed in part T-SQL stored procedures for speed and in part Microsoft Dynamics CRM workflows and custom plugins. This solution serviced thousands of calls per day and was used for both inbound and outbound calls.