Dynamics Telephony is a telephony wrapper for MS Dynamics CRM. The application hosts CRM web pages in browser style tabs and integrates telephony capability seamlessly for each tab.
The Dynamic Telephony client is a ClickOnce application and is normally delivered via an installation link provided by your sales representative. The link will be unique to your organization and will allow your organization to control the update / upgrade path for your version of the application. The application can also be delivered as an MSI package on request.
The proceeding section describes how to install Dynamics Telephony as a clickOnce application downloaded from the link supplied. If you are installing from an MSI package, run setup.exe and start at section 2.2 below.
Fig 2.1 - The Dynamics Telephony Application.
To install the Dynamics Telephony application, navigate to the installation link given by your sales representative using your browser. A page similar to the one shown in fig 2.1 below should appear. To begin click on the “Install Now” button.
Fig 2.1 - Installation Link
At this time the installation may require users to acknowledge some security questions to continue installation. Future versions of the application may not require these steps. On clicking the install button a warning may appear at the base of of the browser page (fig 2.2), if so, click “Run” to continue.
Fig 2.2 - Browser Download Warning
A windows warning may also appear (fig 2.3). Click “More info” (fig 2.3) and then “Run Anyway” (fig 2.4) to continue...
Fig 2.3 - Windows warning - More Info
Fig 2.4 Windows warning - Run Anyway
At this point an installation window should appear (fig 2.5), to continue click install...
Fig 2.5 - Installation Window
The Windows warning from fig 2.3 / fig 2.4 may appear again at this stage, if so continue as above by clicking “More info” (fig 2.3) and then “Run Anyway” (fig 2.4). The app will begin loading at this stage. The first time the app is run it will recognize it has not been configured with a CRM url to work with and prompt the user to enter one (fig 2.6). Enter the Url of the CRM to use and click next, apart from the initial install (2.3 below) the app should now have the minimum configuration required and should continue loading as normal.
Fig 2.6 - App first run - Enter Url
The very first time the app is run the app will detect that it does not have valid stored credentials for the Url entered above. At this stage you will be prompted to enter the Username and Password credentials (fig 2.7). This user account is only used by the application internally, and is not used by the users who will login to the Crm as usual. We recommend that you create a “DynamicsTelephony” account for this purpose. This account needs to be a system administrator as it will need to create custom entities to continue . This will also allow for auditing of the DT application if required.
The credentials for this account will be encrypted and stored locally as well as on the server so that proceeding installations can pick up these credentials without prompting. Thus subsequent installations will bypass this section and proceed from Fig 2.6 above to loading the application.
If you need to reset this user you can quit the app, delete the local file containing the encrypted credentials and restart the app to be prompted for credentials again. The file is located at:
Where <<USERNAME>> is the currently logged in windows user.
Optionally, You can also enter some other information at this point. The purpose of these optional entries is discussed in more detail in section 4.2 - Crm Configuration.
Fig 2.7 - App First Run - Enter Credentials
Having entered credentials and any optional data, click Next to continue. If the credentials enter are not valid the window will appear again allowing the user to edit and try again, after 5 failures the app will quit. Assuming the credentials are valid the installation will proceed and the application will start installing the custom entities required for Dynamics Telephony to run. This one time process can take up to 15 minutes depending on the performance of the CRM. During this time the screen will display details of the entities / attributes it is creating some examples of which are shown in fig 2.8 below.
After this process the installation should be complete and the application should load and be ready for use. Telephony configuration, see sections 4.1, 4.3 and 4.4, will still need to be entered before using the app to make and receive calls.
Fig 2.8 - Installing the Custom Entities
To access the settings menu, hover or click the settings icon on the right hand side of the toolbar. A list of menu items will appear (fig 3.1). Each one is explained in the following sections detail below.
Fig 3.1 - The Settings Menu
The Help menu item opens the Dynamics Telephony User Guide using the default browser (fig 3.2 below). Use the slideout menu to access the table of contents, which will facilitate quick navigation to any area of interest. It is recommended that all agents familiarize themselves with the user guide before using the application.
Fig 3.2 - Help!
The Settings menu is where the app is configured for basic use. There are several configuration tabs under settings which are discussed in detail in Chapter 4.
Fig 3.3 - Settings
The phone book allows users access to a “Speed Dial” list of names / numbers. Depending on the pbx, presence data may also be available for these contacts. The phone book menu item will simply open the phone book xml file in the default xml reader / viewer. To change these settings, familiarity with xml is required. Use your preferred xml editor to add, edit and delete items from the phone book. Set the presence flag to true only is you know that your pbx supports presence.
Fig 3.4 - The Phone Book
The Dynamics Telephony client is a “ClickOnce” application. As such it is installed to a folder under the local users AppData\Local folder. The name of this folder varies and will change with each update of the app. To facilitate easy access to the app folder, this menu item will open a file explorer containing the application folder (Fig 3.5). It is a useful feature for debugging, accessing the app’s config file or the phone book xml file which are all stored in this folder. The application log file is also stored in this folder but that can also be accessed via the “Log File” menu item discussed below.
Fig 3.5 - App Folder
Sometimes the onsite IT dept. or the DT support team will ask for a log file if an agent is experiencing any difficulties using the app. The Log File menu item will open the current log file using the default text editor. The first time an agent selects this option, they may be prompted to select an application with which to open the file. Agents can use their favourite installed editor or simply select windows Notepad (Fig 3.7) to open this type of file.
Fig 3.6 - The Log File
Log files are stored using a filename including the day of the month (“DynamicsTelephony.NN.Log” where NN is the day of the month) and as such recycled on a monthly basis. The Log File menu item will only open todays log file. If an older log file is required, use the App Folder menu item described above and select the log file from the day required. Remember the file must be less that last a month old or it will be recycled.
Selecting The Report An Issue menu item opens a web page (fig 3.7 below) that describes what is required to report an issue to the Dynamics Telephony support team and the email address to send it to. To report an issue please collect the log file described above, take a screen shot of the issue where possible and send an email to the support team describing the issue and the approximate time of day the issue occurred.
Fig 3.7 - Report An Issue
The Agent Dashboard menu item launches the Agent Dashboard (Fig 3.8), which is described in the Dynamics Telephony User Guide.
Fig 3.8 - Agent Dashboard.
During initial installation, the application will create one entry in the Linked CRM’s table to reflect the default CRM entered during installation. For most customers this will be all that is required. Editing this entry allows call tabs to be decorated using customized colors and a logo so as to be instantly recognizable by users.
Some organizations may want to the application to host several CRM instances (Multi Tenancy). To do so, add these linked CRM’s here, adding color coding and a logo where appropriate to clarify to the agent what CRM they are working on at any given time.
Selecting the option “CRM Settings” from the settings menu will open a window of linked CRM’s (fig 3.9). To edit or delete an existing entry, click on the required item in the list. To add a new entry, click on the “+” button at the bottom of the window.
Fig 3.9 - CRM Settings
Having selected an item to edit or clicking the “+” button to add, a new window will open (fig 3.10 - Linked CRM Edit) to allow you to configure the entry. Each Linked CRM item requires the following entries:
Fig 3.10 - CRM Settings - Edit
Once satisfied with the CRM entries click OK to save. To delete an entry, click the delete button.
The CRM’s listed here will be used in the Queues and DNIS sections below, so it is important that they are setup correctly here first.
Dynamics Telephony supports integration with CRM queues to supply outbound calls to agents in a managed, distributed manner. To set up queues to work with DT, you must first configure which queues you want the application to use for these calls. To do this select “Queue Settings” from the settings menu and the “Queue Settings” window (fig 3.11) will appear.
As in the Linked CRM’s section above you can customize these entries in the same manner as above to present the end user with a call tab that is decorated in a manner to reflect the queue item being offered.
Queue Settings will respect the CRM visibility afforded to the logged on user. That is, only queues visible to the user will appear in the list and will be worked on by the user. When setting up the queues it is a good idea that the Administrator has the rights to “see” all required queues.
Once all required queues are setup, individual users will only see the queue they are assigned / shared into on the CRM. For example, an administrator can setup all required queues for the Sales and Service departments, but the sales users will only be able to see the sales queues and as such will only work on sales queues in DT. Same for the service department.
Individual queues can be easily turned on and off easily by clicking on/off button on the top right hand side of a queue item listing. To turn off all queues see section 4.8 - Queue Configuration.
Similar to CRM Settings above, to edit or delete an existing entry, click on the required item in the list. To add a new entry, click on the “+” button at the bottom of the window.
Fig 3.11 - Queue Settings
Having selected an item to edit or clicking the “+” button to add, a new window will open (fig 3.12 - Queue Settings - Edit) to allow you to configure the entry. Each Queue Setting item requires the following entries:
Once satisfied with the a Queue entry click OK to save. To delete an entry, click the delete button.
Fig 3.12 - Queue Settings - Edit
The name given to the number dialled by the caller in the telecoms industry is the “Dialled Number Identification Service” or DNIS, which is the term we will be using for the remainder of this section. DNIS allows Dynamics Telephony to customize the display of inbound calls depending on the number dialled by caller.
Dynamics Telephony supervisors / administrators can set up a list of DNIS numbers which are color coded with a logo and a label description similar to the preceding sections. The label text will contain a description to help the agent identify the probable purpose of the call. For example if a marketing campaign placed an advert with a number to dial for more information, this number might be DNIS’d to allow agents to recognize the call is relating to this marketing advert. To set up DNIS numbers select “DNIS Settings” from the settings menu and the “DNIS Settings” window (fig 3.13) will appear. To edit or delete an existing entry, click on the required item in the list. To add a new entry, click on the “+” button at the bottom of the window and the Edit window will appear (fig 3.14).
Fig 3.13 - DNIS Settings
Fig 3.14 - DNIS Settings - Edit
Having selected an item to edit or clicking the “+” button to add, a new window will open (fig 3.14 - DNIS Settings - Edit) to allow you to configure the entry. Each DNIS Setting item requires the following entries:
Once satisfied with the a Queue entry click OK to save. To delete an entry, click the delete button.
Dynamics Telephony allows users to set outcomes against calls and will add some default outcomes during installation. Different organizations will require different outcomes for their own use and as such outcomes can be tailored. Dynamics Telephony supervisors / administrators can view the list of installed outcomes, by selecting “Outcome Settings” from the settings menu. A form will open listing all current outcomes in the order they will appear in the outcomes popup window (fig 3.15 - Outcome Settings).
Fig 3.15 - Outcome Settings
To change to order of an outcome simply drag and drop it to the required position. Once dropped, the list will be reordered to reflect the change (fig 3.16 / 3.17).
Fig 3.16 - Outcome Settings - Drag
Fig 3.17 - Outcome Settings - Drop
To edit or delete an existing entry, click on the required item in the list. To add a new entry, click on the “+” button at the bottom of the window and the Edit window will appear (fig 3.18).
Fig 3.17 - Outcome Settings - Edit
Having selected an item to edit or clicking the “+” button to add, a new window will open (fig 3.14 - Outcome Settings - Edit) to allow you to configure the entry. Each Outcome Setting item has the following properties:
Once satisfied with the a Outcome entry click OK to save. To delete an entry, click the delete button.
To uninstall Dynamics Telephony, select the “Uninstall System” option from the settings menu. A confirmation warning will appear (fig 3.15). Click yes to continue the uninstall.
For users to have access to this option they must be given access to the menu item as per the settings described in section 4.9 Admin Access and they also must be a member of the CRM Role “Dynamics Telephony Uninstall” which is created during the installation.
Fig 3.15 - Uninstall System - Confirmation
Once confirmed, the system will begin uninstalling and a progress dialog will appear similar to fig 3.16. Allow the process to continue and when finished the application will terminate. To remove the app itself go to the windows control panel, add / remove programs section and select DynamicsTelephony from the list of installed programs. Right click and select Uninstall from there.
Fig 3.16 - Uninstall System - Uninstalling
The about screen displays the product version number, total licenced users and the expiry date of the current licence. Support teams may ask users to take a screen shot of this window for analysis.
Fig 3.17 - About
After installation, changes to configuration are made through the “Settings” menu item (fig 4.1). There are several configuration tabs on the left hand side of the screen. Below we will go through each on in detail.
Fig 4.1 - General Settings
The General Settings tab provides the following configuration items.
Dynamics Telephony allows the use of multiple / mixed providers and will save each provider’s setting separately per user. This allows users to quickly change between configured providers (EG1 if a user uses CCT in the office and Skype when working from home, EG2 The New York Office use an Avaya system whilst the Chicago office use Cisco, London office uses Cloud Pbx etc... ).
The current supported telephony providers / protocols are list below (more are being added all the time so please check back for the listed list).
SIP (Voip, Cloud PBX, ShoreTel, RingCentral, Vonage, Nextiva, Jive etc...)
SkypeLync (Skype For Business, Lync)
Tapi (Avaya, Cisco, ShoreTel etc…)
Simulator (System testing, Demonstrations)
Clicking on the “Crm Configuration” tab brings up the Crm configuration screen which contains the same settings as the screen shown in section 2.3 - Initial Install. Below is a list of available settings with a description of each.
Fig 4.2 - Crm Configuration
Provider Configuration and Provider Account are used to configure the telephony connector. Dynamics Telephony supports multiple providers and each one comes with a different set of configuration settings. When you select the Telephony Provider in 4.1 General Settings, the values on these 2 pages change to reflect the provider selected. Below we will go through each one, list each settings and give a brief description.
The SIP provider is used for all Voip / Cloud Pbx providers and more and therefore can be used to connect to a lot of different telecom companies (For example, if you are using a softphone, you are using SIP). As such there are quite a few settings to configure with the SIP connector. Below is a list of these settings with a description of each.
SIP Provider Account (see fig 126.96.36.199):
Fig 188.8.131.52 - SIP Provider Account
SIP Provider Configuration (see fig 184.108.40.206):
Fig 220.127.116.11 - SIP Provider Configuration
The Avaya Communication Control Toolkit (CCT) provider is used for Avaya Aura Call Centers. Below is a list of the settings available for CCT with a description of each.
CCT Provider Account (see fig 18.104.22.168):
Fig 22.214.171.124 - Avaya CCT Provider Account.
CCT Provider Configuration (see fig 126.96.36.199):
Fig 188.8.131.52 - CCT Provider Configuration.
The Skype for Business / Lync connector uses microsoft api’s to interface with the Skype or Lync client which must be installed and configured prior to using the Dynamics Telephony Skype / Lync connector. Since the client is already configured the optional settings below are all that is needed to configure this connector.
Skype / Lync Provider Configuration (see fig 184.108.40.206):
Fig 220.127.116.11 - Skype / Lync Provider Configuration.
The Tapi connector will connect to your Phone system’s tapi service provider (TSP). The TSP should be installed and configured prior to using this connector. TSP configuration varies depending on the Phone System used. If you are not familiar with this software please ask your IT Department or your telephony vendor to assist with this installation.
To make sure the tapi is installed and properly configured we recommend that you download the free Julmar Soft Phone and test using that application, at the very least for the first client using the Tapi connector. Julmars Phone app may be downloaded here .
Once installed use the Julmar Phone app to acquire the extension required and check that the app can make and receive calls. Once this test is completed successfully you should be able to use the Tapi connector as configured below.
Once the TSP is installed and configured you may configure the Tapi Connector as shown below:
Tapi Provider Account (see fig 18.104.22.168):
Fig 22.214.171.124 - Tapi Provider Account.
Tapi Provider Configuration (see fig 126.96.36.199):
Fig 188.8.131.52 - Tapi Provider Configuration.
Dynamics Telephony provides a simulator connector to ease testing and demonstrations. Use this connector when you don’t want or need to connect to your own phone system but was to use dynamics telephony.
Simulator Provider Configuration (see fig 184.108.40.206):
Fig 220.127.116.11 - Simulator Provider Configuration.
Dynamics Telephony allows the use of its own click handler for earlier version of CRM (2011 Rollup 12 or less) to facilitate Click To Dial on these instances. It is advised to only use this feature when using CRM 2011 RU12 or less as the default CRM click handler is inherent to the CRM when available. Below is a list of available settings with a description of each (fig .4.4.1).
Fig 4.4.1 - Click To Dial Configuration.
Dynamics Telephony will use the dialer configuration settings for timing outbound calls. Outbound calls include Auto Dialler, DT Queue and Contact Center Integration Calls. Below is a list of available settings with a description of each (fig .4.5.1).
Fig 4.5.1 - Dialer Configuration.
Dynamics Telephony will use the inbound configuration settings to determine behaviour on inbound calls. Below is a list of available settings with a description of each (fig .4.6.1).
Fig 4.6.1 - Inbound Configuration.
Dynamics Telephony can integrate with CRM queues to deliver calls to users. Use Queue configuration settings to turn this feature on and determine behaviour. Below is a list of available settings with a description of each (fig .4.7.1).
Fig 4.7.1 - Queue Configuration.
Dynamics Telephony allows admin users to control access to all settings menu options. Use Admin Access configuration settings to determine which options are visible to non admin users. These are all on or off settings. If checked an item on will require admin access. Dynamics Telephony Admin users must be a member of the “ Dynamics Telephony Admin ” role which is created when the app is installed. Otherwise all user will have access. Below is a list of available settings with a description of each (fig .4.8.1).
Fig 4.8.1 - Admin Access.