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Omnichannel & Avaya AACC Blended

Currently, users on Avaya AACC and Microsoft Dynamics 365 Omnichannel, have to manually keep themselves in the right status on each system. So, when they are on a voice call in Avaya, they have to manually set themselves to Do Not Disturb in Omnichannel. And when they are too busy on Omnichannel, they have to manually go Not Ready in Avaya AACC.

Furthermore, the real-time displays and reporting on each of the two systems is completely unaware of the other system. So, a supervisor might think a user is simply “Not Ready”, when in fact they are very busy on chats with customers.

These are major pains and leads to lack of adoption of one system or the other.

Now, Dynamics Telephony does the synchronization automatically for you. When you are on a voice call, your status in Omnichannel will show “On Phone Call”, and you will not be sent any chats. When you are busy on chats in Omnichannel, your status in AACC will be “Not Ready – On 2 Chats” and AACC will not send you any voice calls. NOTE these features are in addition to our other AACC Features

omnichannel_status

This is a major innovation allowing users to seamlessly work on Omnichannel and Avaya AACC in the one blended environment.

See a short presentation of this feature on YouTube here.

How It works

Because Dynamics Telephony has access to both Avaya AACC status and Omnichannel status, it can monitor and control both systems. Using this capability, it implements 2 rules:

  1. When you are on N chats in Omnichannel, it will auto-select a status (e.g. Not Ready – On 2 Chats) for you in Avaya AACC. When you are back on <N chats, it reverts you to Ready in AACC.
  2. When you are on a voice call in AACC, it will select a particular presence (e.g. Do Not Disturb – On Phone Call) for you in Omnichannel. When you end the voice call, it will make you available in Omnichannel again. You need to define a custom presence in Omnichannel Admin of type Do Not Disturb with a label such as “On Phone Call”.
Reports & Realtime Displays

Because Dynamics Telephony is keeping your status in each system correctly synchronized, your reports and real-time displays in each system can show the full picture. So, your Omnichannel report can include the number of times and duration of the “On Phone Call” presence. Similarly, your data in Avaya AACC can include the number and duration of “On 2 Chats”.

Settings

The following settings control how the blending works.

OC Omnichannel – Check this box to enable the Omnichannel (OC) blending features.

OC Max Chats and OC Max Chats Reason – When the number of chats being handled by the user in Omnichannel gets to OC Max Chats, then the Not Ready reason in AACC is automatically selected. The reason selected is the one with label defined in OC Max Chats Reason (case sensitive)

OC Voice Call Presence – When the user is on a voice call in AACC, this presence is automatically selected in Omnichannel. Case sensitive. Leave blank to disable this feature.

OC Voice Application – From the list, select the Dynamics 365 Application to use for Avaya AACC voice calls. It is very unlikely you will want to use the Omnichannel Application with voice calls.

omnichannel_config

 

Automatic Phonecall Subject and Description

Dynamics Telephony can automatically create a subject and/or description for every call. It can also create a Note. This is useful so that agents do not have to enter details for every call.

The settings to control this are under Advanced Configuration: Phone Subject, Phonecall Description and OtherParty Note. The settings apply to all auto-created phonecalls.

The text you put in the setting is the text that will be put in the auto-created item.

NOTE: You can stop Dynamics Telephony from making the Note, Subject or Description by blanking out the setting.

Placeholders

You can use placeholders in the text for gathering other information about the call. For example, “The result of the call was <<outcome.name>>”

The list of placeholders is:

  • <<agent>>          – The agents name
  • <<direction>>  – inbound, clicktocall, transfer, queue (dialer)
  • <<otherParty>>
  • <<phone>>        – phone number
  • <<queueName>>
  • <<dnis>>             – The DNIS number
  • <<dnisName>>
  • <<lastCallTime>>
  • <<retryTime>>  – For callbacks and auto-retries
  • <<outcome.name>>
  • <<regarding>>
  • <<phonecallid>>
  • <<originalcallid>>
  • <<diallercallid>>
  • <<queueid>>
  • <<queueitemid>>

If there is another item of data you think should be available for the phonecall, please ask as it may be available.

 

Outcome Triggerd Workflows

You can trigger a workflow to do such things as disqualify a lead, convert a lead to an opportunity or send an email to the customer.

You set the workflow to trigger off our dialerCall entity field called “outcome”. In the workflow, you use our plugin (see below) to get a reference to the phonecall, To Party or Regarding entity.

The plugin you need in the workflow is in a solution file you need to import to CRM. You can find it HERE

NOTE: You cannot use Flow / Power Automate as it does not support plugins.

Create the workflow

In Processes, make a workflow to trigger off change of field outcome in dialerCall entity.

To get a reference to the phonecall activity that Dynamics Telephony used for the call, add a step like this

workflow_plugin_dtiCommand

Set the properties like this:

workflow_dtiCommand_toEntityRef

Now you can use that entity reference to update the entity.

Similarly, you can get a reference to the To Party (ToId in dialerCall) and Regarding

 

Add fields to multi-match dialog

Sometimes you need more information on the multi-match dialog to help with associating the phonecall with the right entity. This might be extra information on cases, or more fields from contacts or accounts.

You can specify the field from the entity that Dynamics Telephony will display in the case of multi-match. So, you make this field a custom field that is a concatenation of other fields with the information you need.

1. Create a custom field on the entity you pop for incoming calls. Make this field a concatenation of the other fields in the entity that you want to display on the multi-match dialog.

2. Say the entity you pop is contact, and the custom field from step 1 is new_custom1. Then you need to locate the diallerKVTable record in the CRM where
Name=incomingLookup_contact AND Type=name.
Change the Key and Value fields to new_custom1

3. If you pop more than one entity for incoming calls, you may want to repeat steps 1 and 2 above for each one.

 

Phonebook Contacts CRM Entity

Dynamics Telephony can retrieve its phonebook contacts from CRM or from an XML file. This article explains how to have Dynamics Telephony retrieve its phonebook contacts from CRM.

The contacts are stored in entity Dialler Phonebook Contacts (cts_phonebook). The main fields are:

  • Full Name: Mandatory. A good idea to format like Lastname, Firstname for sorting purposes. The phonebook will be sorted using this field.
  • Phone Number: Mandatory.
  • Phone Book Team: Mandatory. This is used to allow different groups of users have a different set of contacts in their phonebook.

An on-demand workflow is included to copy data from existing Users to Dialler Phonebook Contacts. It copies the phone number from the user “Other Phone” field, and the Team Name from the users Business Unit name.

phonebook_add_users_workflow

Then, in Dynamics Telephony Settings, General, fill in the team name for each user.

phonebook_team_setting

 

TIP: You could have a workflow trigger on a user’s “Other Phone” change event, and use that to keep the phonebook synchronized.

 

Release Notes – Nov 2019

Version 3.0.7332

As always, updates have always been applied to support the latest version of Dynamics 365 CRM, online and on premises.

The Search Algorithm has been further improved for speed and accuracy

For the Avaya CCT connector, we have added support for Not Ready Reasons. So now your agents can choose Not Ready reasons like BREAK, MEETING etc right in Dynamics Telephony. More here.

A Scripting Pane has been added to the product. This gives the user an area for displaying a call script, displaying a related CRM record or displaying related info from some other browser based system. More here.

A Custom URL to pop for inbound or outbound calls can be defined. This allows you to display a completely customized page for your users. the page can be uniquely defined per DNIS and outbound queue. More here.

You can now optionally log Missed Calls. these can be logged in the CRM record of the caller as well as the agents own call history of recent calls in the Dynamics Telephony client.

An outbound outcome can be marked as Require Connect. This prevents users from selecting it before the customer answers the call. This is an aid to prevent “Cherry Picking” and preserve outcome accuracy.

Enhanced Callback Request Form allows users to set a callback for another user, change the callback number and change the Regarding reference.

There are now additional outbound queue item selection criteria that mean you can now have full control over how the next item in the queue it selected for popping to an agent to dial. Criteria include queue priority, item priority, outcome priority, due date, and order of arrival into CRM.

You can separately define a Wrap Time value for inbound an outbound calls.

For click-to-dial calls you can set to deal with them in a new window or remain on the current window

The Report Issue functionality allows users to quickly report an issue to your IT department, complete with issue description, a screen snap and the necessary log files.

There is now an option to bring Dynamics Telephony to the front on idle. this is useful to remind the user to complete any notes in CRM at the end of the call.

 

Lookup other phonenumber fields

Dynamics Telephony can search other phone-number fields; custom fields or built-in fields. To have Dynamics Telephony search another phone-number field…

Add 1 diallerKVTable entry as follows

name: incomingLookup_x, where x is contact, lead, contact etc.
scope: global
key: N, – Where N is one more than the current largest Key value on others with name=incomingLookup_x
type: phone
value: y, – where y is the name of the field, e.g. new_fieldname
parent: leave blank

NOTE: The fields Dynamics Telephone searches out-of-the-box are
Lead; telephone1, telephone2, telephone3, mobilephone
Contact: telephone1, telephone2, telephone3, mobilephone
Account: telephone1, telephone2, telephone3

Scripting Pane: Display Phonecall

You can display the current phonecall activity in the Scripting Pane. This is useful to be able to enter phonecall notes and result without having to switch away from the main customer record in CRM.

scriptingPanePhonecall

You do this by defining the script URL as a custom HTML page that will receive all phonecall ID and then redirect to the phonecall itself. There is a sample of that initial custom page code here (view page source when it opens): dtAssociatedPhonecall.

TIP: If you want to display some other entity, for example the regarding entity, then you can use the parameters passed to the splitscreen page to re-direct to it. the full list of parameters passed to the splitscreen page is HERE

The script URL is defined on a per DNIS (inbound) or queue (dialer outbound) basis, as shown below

scriptingPansDnisUrl

NOTES

  • You will want to customise the phonecall form to improve legibility as the Scripting Pane is fixed at 33% of the parent window width.
  • Alternatively, you could make a special phonecall form and specify the formid in the extraqs parameter of the URL you redirect to. You might also consider adding navbar=off&cmdbar=false to the URL to hide the navigation and command bars to give you more space.
  • Test with your users to make sure autosave is working correctly, or they are happy to use a SAVE button.
  • Using the Dynamics Telephony Client API, it is possible to make a Save & Close button that would save the phonecall and close the DT window.
  • If users will enter notes, then define the default Phonecall Description as blank ( DT Menu > Settings > Advanced Configuration : Phonecall Description )
  • Similarily the Phonecall Subject. ( DT Menu > Settings > Advanced Configuration : Phonecall Subject )

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