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Screen Transfer

Dynamics Telephony has a unique Screen Transfer feature. Imagine user_1 transfers a caller to user_2. With this feature, as soon as user_2’s phone rings, even if user_1 is still on the line doing a Consult Transfer, user_2 will get a screen pop of the caller’s record in CRM that user_1 is looking at.

The unique thing about our implementation of Screen Transfer is that it works across phone systems. So, in the above example, even if user_1 and user_2 are on completely different phone systems, the Screen Transfer will still work. This is because the necessary data transfer is done via CRM, not the phone system.

NOTE, if the transfer is a Blind Transfer, then the normal screen pop feature will apply and pop a CRM record based on the callers number.

Requirements
  1. The callers number presented to an user when a call is transferred to them by another user must be the internal extension number
  2. Each users internal extension number must be configured in their System User settings as either Main Phone, Other Phone or Pager.
Technical details

The feature is triggered when a user receives a call from a number that is the same length or shorter than the number of digits configured as the Internal Extension Length. This triggers a search in CRM systemuser for an exact match on one of:

  • Main Phone (address1_telephone1)
  • Other Phone (address1_telephone2)
  • Pager (address1_telephone3)

To check on the feature, you can check the value of UrlDisplayed (cts_urldisplayed) in entity dialerCall for the transferred call.

Agent RTD States Guide

The RTD has two state fields: the state of the agent and the state of the call.

Agent States

The agent states refer to the state chosen in the top left agent state selector in Dynamics Telephony. The names of the states under the selector depend on the Telephony Provider. However, the underlying state for the RTD is always one of these five:

LoggedIn: Light Gray

Ready:  Green

Away: Yellow

NotReady: Red

LoggedOut: Dark Gray

Call States

The call state is shown in Dynamics Telephony on the top right as the state in text. Here are the possible values.

Idle – No call in progress.

Incoming – an inbound call is ringing on the user phone.

Start – Auto-dialer calls only. The users has started a personal “Queue Loader” campaign.

Offering – Auto-dialer calls only. The outbound call is being offered to the user to accept for auto-dial, or reject to put back in the queue.

Preview – this applies only to auto-dialer calls. It is a period of some seconds before a call is auto-dialed. It is designed to allow the user time to review a customer record before the customer is auto-dialled.

Ring – An outbound call is ringing. It has not been answered yet.

Talk – Talking on an inbound or outbound call

Hold – An inbound or outbound call has been placed on hold

Pause – Preview or Wrap time has been paused by the user. The user can also be put into Pause automatically if no outcome has been chosen (and there is no default outcome) when Wrap time ends.

Wrap – An inbound or outbound call is in the Wrap state. This is an after-call state designed to allow the user make notes and prevent another call arriving during the Wrap time countdown.

End – No call in progress. The same as Idle

Stop – No call in progress. The same as Idle

 

RTD Config Guide

You can easily add columns to the Agent RTD. This guide leads on from  here which deals with the attribute type. The steps below show you how to add columns of other types. Unless specifically mentioned, all

Type – Entity

The key specifies which table the data will be sourced from
Order and Value can be blank

 

Type – Filter

The key set which value to filter by e.g. Cts_Team==’ALL’
Order is 0
Value can be blank

 

Type – Calculated

The key is the formula used to calculate the result e.g. parseDate(rowData[‘Cts_Time’]).toHHMMSS() which would
write out the field Cts_Time in the format HHMMSS
Order is order
Value is column width

 

Type – Livestate

Similar to attribute except that livestate must be used when for times that update i.e. other than State Time

 

Type – Hidden

This is used so that you can cite this field in future fields or calculations.

 

Type – Link

Similar to attribute except it is a link. E.g. to link to the user’s profile you would use the key 
‘Xrm.Utility.openEntityForm(“systemuser”,”‘+rowData[“Cts_SystemUserId”]+'”)’

 

Type – Order

Is used to order the rows.
Key gives the field by which it will be ordered
Value defines whether the data is in ascending or descending order with the value ASC or DSC

 

Type – Rule

This defines appearance changes to be made in certain situations           e.g. make the call hold time blink red if it goes
over 1 minute
Key defines the situation e.g.
rowData.Cts_call_time_Hold >= ’00:01:00′
Value defines the changes to be made                                                                          e.g. background|#f4c212;effect|blink;

Use Custom Forms

Dynamics Telephony allows you to specify a Custom URL to use for your outbound or inbound calls. So, if you have designed a custom form for users to process inbound or outbound calls, then you can have Dynamics Telephony pop that form for the user.

You can specify different Custom URLs for inbound and outbound. And you can also specify a set of conditions for when to use the Custom URL, such as only when no match for the caller is found in CRM, or only when the caller is a contact, etc.  You can specify multiple Custom URLs, each with a different set of conditions attached.

In addition, Dynamics Telephony will pass a set of parameters to your page at the Custom URL. These are described below.

How to set up a custom URL

You configure the URL to pop, along with the conditions for the pop, as a dialerKVTable entry, with these values:

Owner. This can be any owner.
Scope. Only “global” has been tested. This means it applies to all users. In future, we may support putting a users name here to make it specific only to that user.
Parent. Leave blank always
Name. Always customURL_Rule. It is case sensitive so type as shown.
Key. An integer. Start at 1 for the first rule, 2 for the second etc. The rule with the lowest Key number that the condition (next section) yields TRUE will determine the pop. If no rule yields TRUE, then the default contact, lead etc. is popped.
Value. Format condition=>url-to-pop
url-to-pop can be any valid URL. Only webresources served by the CRM have been thoroughly tested.
condition is one or more conditions where you specify such things as applicable entity (fromParty.Key=contact, lead, account.), number of matches (lookupCount=0 or 1), and direction (inbound or queue)

See next section for examples of Value

Some examples of Value

direction=queue=>file:///C:/_cts/Fast%20n%20Lite/page.html

direction=inbound&&fromParty.Key=contact&&lookupCount=1=>https://yourCrm.crm.dynamics.com//WebResources/dot_/CPO/CP.html

direction=inbound&&lookupCount=0=>https://yourCrm.crm.dynamics.com//WebResources/dot_/CPO/CP.html

direction=inbound&&fromParty.Key=account&&lookupCount=1=>https://kotsovolosdev.crm4.dynamics.com//WebResources/dot_/CPO/CP.html

Parameters passed to the Custom URL

TIP: When you run a test call, check the Dynamics Telephony log file (DT Menu > Log File) to see the URL and it’s parameters. Search in the log file for oCustomUrlRules and you will see the URL a line or two after that.

Parameters
Data=
state, e.g. incoming
type, e.g. phonecall. Only phonecall supported
phoneCallID, e.g. 7e2a5311-be86-e911-a84d-000d3ab0d976
direction, e.g. inbound, or queue (outbound)
telephoneNo, e.g. 00353868561713
dnis, e.g. 1234
dnisName, e.g. DEV
agentType, e.g. systemuser
agentId, e.g. dbe7f238-1d8d-e911-a819-000d3aba212d
customerType, e.g. contact
customerID, e.g. dbe7f238-1d8d-e911-a819-000d3aba212d
ReType, e.g. contact
ReId, e.g. dbe7f238-1d8d-e911-a819-000d3aba212d
dtCallId, e.g. e8393a0f-be86-e911-a847-000d3ab0d281
agent, e.g. Test+Agent06
fullName, e.g. My full name
description, e.g. description+text+from+phonecall
customText, e.g. text from a phonecall custom field called new_customtext
subject, e.g. inbound+call+with+DNIS+DEV

Sample URL popped with parameters
CP.html?Data=state%3Dstart%26type%3Dphonecall%26phoneCallID%3D30240805-03be-e911-a82f-000d3ab71acc%26direction%3Dqueue%26telephoneNo%3D6946186715%26dnis%3D%26dnisName%3D%26agentType%3Dsystemuser%26agentId%3Da661cc8a-eb7a-e911-a824-000d3ab70af3%26customerType%3Dcontact%26customerID%3De79beb12-998b-e911-a825-000d3ab70627%26ReType%3Dcontact%26ReId%3De79beb12-998b-e911-a825-000d3ab70627%26dtCallId%3D7f22a4f1-7fe6-e911-a838-000d3ab713ee%26agent%3DDyn+Crm06%26fullName%3D%CE%9D%CE%95%CE%9A%CE%A4%CE%91%CE%A1%CE%99%CE%91+%CE%9A%CE%95%CE%A6%CE%91%CE%9B%CE%9F%CE%9D%CE%99%CE%9A%CE%91%26description%3D%26  %3D%26subject%3D%CE%95%CE%9A%CE%A3-06441+-+MRKT-0010324

Moving to a new CRM

This post gives you guide on how to move your Dynamics Telephony configuration from one CRM to another.

The example is for porting from CRM1 (where you have tested everything to your satisfaction) to CRM2 (where you want to replicate the tested settings)

FIRST run Dynamics Telephony on CRM2. You do this by clearing the cache ( see here ) and starting Dynamics Telephony again. You will be prompted for the URL of CRM2. This will install the Dynamics Telephony solution in CRM2. IMPORTANT, once up and running, manually set items in Menu > Settings > Crm Configuration, as these cannot be ported over in the “Port Data” described below. Quit that instance of Dynamics Telephony.

THEN, Port Data between the Dynamis Telephony entities in CRM as follows…

CRM entity dialerKvTable – Delete all rows from CRM2 where scope equals global. Export all rows from CRM1 where scope equals global and import into CRM2

CRM entity dialerCallOutcome – Delete all rows from CRM2. Export all rows from CRM1  and import to CRM2.

CRM entity dialerDnis – You will have to manually re-create all DNIS Settings in CRM2. This is because the CRM URL is part of the DNIS definition. Also, the images for the DNIS are stored as webresources in CRM – which have the same name as the DNIS. Advanced users could manually fix the URL in the DNIS definition and port over the image webresources in a solution.

CRM entity dialerQueueSettings – You will have to manually re-create the Queue Settings on CRM2. This is because the CRM URL and the queue GUID is part of the Queue Settings.

CRM entity dialerReports –  If you have made any custom report definitions for the Dynamics Telephony RTD, then you can port these to CRM2. Delete all rows from CRM2. Exports all rows from CRM1 and import to CRM2

Voice Drop Recordings

You can make the pre-recorded messages required for Voice Drop using your PC and some online resources. Below I will give you the steps to record the message, trim off the silence and save in a compressed format for Voice Drop.

1. Record your message

There is a sound recorder on your PC. Use it to record the message. It will save it as WMA format. To find the recorder, simply click on the Windows Start menu and type “recorder”.

You should be in a quiet place and use a headset for the recording.

 

2. Convert to mp3

You can use an online resource like https://audiotrimmer.com/online-mp3-converter/ to easily convert your WMA file to mp3.

Important:  save the file as 64k or 64kbps.

 

3. Trim off the silence

It is important to aggressively trim the leading silence from your recording. This will ensure your customers hear minimal silence before hearing your message. The same site as above has a silence trimmer at https://audiotrimmer.com/

 

4. Rename the file

You should name the file so you can track it. I like to name with the subject, the initials of the person and the version. So something like final_attempt_PM_v2.mp3

Now you are ready to import the file into Dynamics Telephony for Voice Drop

 

How to add an RTD column

You can easily add columns to the Agent RTD. The steps below show you how to add a total “Calls” column.

Steps

1.In Advanced Find, go to DiallerReports, use any view you like and click Results. AdvancedFind

2. Then you click New DiallerReportsDiallerReportsTable

 

 

3. Here you click on the dashed lines to set/change the propertiesReportFields

For example, if you wanted to add a ‘Total Calls’ report, you could set it up like this. TotalCalls

Description is what will appear at the top of the column when in a          table.
Key is the source of the data to be displayed.
Type is the data type. Here it is attribute. Other types include rule,        filter, calculated and livestate. These will be discussed in another          post.
Value is the column width in percent for attributes. For other types      in can be different.
Order is the order in which the columns will appear. If you want to        put a new column in the middle, the following columns will have to      be manually shuffled forward.
ReportName is the report into which the column will be put.
Name is the name which can be used to cite this data in another              report.

 

4. If you want to change the fields available, click form editor and drag fields from the right toolbar into the column on the left to add them in, or out of the left column to remove themAddFields

Spellcheck Language

You can set the language to use for spellcheck within Dynamics Telephony. This would be used, for example, when composing an email in Dynamics Telephony. You can set it to one or multiple languages.

spellcheck_language

Examples

Use this for UK English
browser.enable_spellchecking=true;
spellcheck.dictionaries=[“en-GB”];

Use this for Spanish
browser.enable_spellchecking=true;
spellcheck.dictionaries=[“es-ES”];

This for US English
browser.enable_spellchecking=true;
spellcheck.dictionaries=[“en-US”];

Or this for both US English and Spanish
browser.enable_spellchecking=true;
spellcheck.dictionaries=[“es-ES”, “en-US”];

Release Notes – Nov 2018

Version 3.0.6978

Support for Unified Interface Applications was added. This allows each user to startup using a specified Unified Interface Application and subsequent calls use the same application

Block CRM phonecall on click-to-dial means that the annoying popout that CRM creates when you do a click-to-dial can be blocked. Instead, Dynamics Telephony can silently create a record of the call with all information, including duration, correct.

Google phone library support means that click-to-dial and dialer calls are dialed accurately even when the phone number stored in CRM is missing area or country codes.

Our optimized search algorithm means that millions of records can be search in seconds. this means the inbound screen pop is fast, even if you have millions of records to search.

Outcome rating for Gamification allows you to put a score against each outcome and then aggregate those to feed your gamification program, or other measurement programs.

You can now define Outcomes per queue. This means that different outbound campaigns can have different Outcome buttons – specific to their needs. Furthermore, personal queues can also have specific Outcome buttons

We have developed a set of workflows and plugin to allow easy management of queueitems. These are available through Develop Support and enable easy create, move, due date, and cancel of queue items that Dynamics Telephony queues dialer is managing. They also overcome the limitations of Quick Campaigns.

The agent realtime display has been enhanced to include columns such as state, time in state, number of calls, outcomes and total these for the day. It also adds formulas to create columns like: number of calls per hour.

API Enhancements enable even more solutions like populating fields in your phonecall records such as Call Result and Attempt Number.

A new system option to add a link to a call recording to the phonecall record. This link allows playback of the call recording from your own call recording system. furthermore, we can copy recent recordings to CRM for anyone to playback – e.g. salespeople on the road.

Make a setting global

Dynamics Telephony stores all its settings in CRM. Some are global and some are per user. You can change a user setting and make it global. This will mean that any new users will pick up that global setting as their default setting.

You might use this to, for example, make all new users use a particular telephony connector, when they first run. This would eliminate a manual configuration step that the user might get wrong.

In the following procedure, I will show you how to make a global setting that will default new users to use TAPI. The procedure is the same for other settings.

Set up Dynamics Telephony for one user and set their telephony to TAPI and their TAPI version to 2.1.
Close the Dynamics Telephony application

Run an Advanced Find in CRM on DialerKvTable to find the setting below
global_kv_tapi_1

 

Change the “scope” value to “global”, per this snap.
global_kv_tapi_2

 

Install a new user and they will default to TAPI 2.1