All posts by dtAdmin

Asterisk Queue-names Integration

Dynamics Telephony can get and use the name of the Asterisk Queue that an inbound call came in on. Example use cases are:

  • You want to pop a particular form based on the Queue-name
  • You want to auto-populate the Queue-name into a custom field – e.g. in a phonecall, lead or case (incident)
  • You want per-queue statistics in CRM
  • You want to filter the customer search using Queue-name (e.g., if you have a queue per “brand”)
  • You want to search one of multiple CRM instances based on queue name.

Setting up Asterisk to pass queue-name

You have to set up Asterisk so that the queue-name is passed to Dynamics Telephony. You do this by pre-pending the queue-name to the callers name. You do this with a pattern so that Dynamics Telephony can parse out the queue-name. The standard pattern Dynamics Telephony accepts is

D:queue_name:callers_number_or_name

However, you can use another pattern if you wish by changing the RegEx in Dynamics Telephony Settings > Provider Configuration: DNIS RegEx.

For example, in freePbx, you set the prefix in Applications > Queues > [pick a queue] >General > CID Name Prefix = D:My Test Queue:
asterisk_queue_CID_prefix

Setting up Dynamics Telephony to accept Queue-name

Dynamics Telephony will parse the queue-name, set up in above section, to a DNIS in Dynamics Telephony. DNIS stands for Dialed Number Identification Service. So it identifies the destination the caller reached. The queue in this case.

Set up a DNIS in Dynamics Telephony with the same DNIS and Label as the queue-name (case sensitive), as shown below.
dnis_setup

 

Now what can you do?

Some of these require use of the Dynamics Telephony API – See here for more

– The inbound call dialog will show the DNIS name when a call arrives via that queue. You can also have a per-DNIS color and logo.

– To pop a particular form, your JavaScript running in the originally popped form can query Dynamics Telephony via the API to get the DNIS and change the form.

– To auto-populate a custom field, your JavaScript running in the originally popped form can query Dynamics Telephony via the API to get the DNIS and populate the field

– The Dynamics Telephony Entity for statistics (dialerCall) will now have the DNIS as a field

– You can auto-populate the phonecall Description field, or the auto-added Note, by using the placeholder <<dnis>> in Dynamics Telephony Settings > General : Phonecall Description or Other Party Note

– You can direct the CRM search on inbound call to a particular CRM by picking from the list in the DNIS configuration.

– You can filter inbound call search results to only those where queue-name matches any field in the entity. You set this in Dynamics Telephony Settings > Inbound > DNIS Filter, with a value something like {“entity”:”contact”, “attribute”:”new_brand_name”, “type”:”string”}

Dynamic Dial Prefix

Dynamics Telephony can apply a special prefix on a per call basis to dialed calls. This helps solve the following use cases:

  • You want to make calls to customers using a special Callers Number (CLID) – e.g. to reflect your various Brands or Programs
  • You want to make calls to customers using a Callers Number (CLID) that is local to the customer – so they see it as a call from their region.
  • You want to make certain calls withholding your Callers Number (CLID)
  • You need to prefix calls so they are billed to a specific department, project or customer.

Setting it up

  1. Have your PBX or Phone Company set the CLID based on a dial prefix. This is available from most PBXs and phone companies. This includes a special prefix for withholding your Callers Number.
  2. Set up Dynamics Telephony to dynamically assign a dial prefix. this is covered in the following notes.

Default Dial Prefix
The Dynamics Telephony setting “Provider Configuration > External Dial Prefix” is used as the default dial prefix. This will be used if a prefix has not been determined by the rules set out below.

Per Customer Dial Prefix
This is achieved by setting a value in the customer record that can be mapped to a prefix to use.
For example, you might have a optionset that you set (perhaps using a workflow) to a value like North, South, East or West. Then, in Dynamics Telephony, you configure North to use prefix “60”, South to use “61”, etc.

Prefix Map in DialerKV table
You set up the prefix mappings in Dynamics Telephony CRM entity, DialerKVTable. You can setup as many as you need, as follows:
name: Dynamic_Prefix
key: entity_name.field_name=value, e.g. contact.new_region=north
type: <leave blank>
value: the_prefix_to_use, e.g. 63
scope: global

TIP: If you are using click-to-dial on a phone number that is displayed in a lead or case, but defined in some other entity (like account or contact), then the field to map the prefix is in the displayed entity (i.e. lead or case)

 

Phone Book & Prefixes
Generally, the default prefix will be added automatically when dialing a number from Phonebook. To prevent this and apply a different prefix, use the following notation: “69;6125551212″. This notation is to tell Dynamics Telephony that a prefix has already been applied and not to apply the default one.

Operation

For calling in anonymous mode, you would probably use a phonebook entry

For calling customers using the prefix, you must use click-to-dial in the entity configured in DialerKVTable.key above

Dialing from the dialbox, and normal phonebook entries, will use the default Dial Prefix. You can dial from the dialbox, or phonebook entries, with prefix if the number includes the prefix in semi-colon format discussed above – e.g. “69;6125551212″.

Role secured features

Dynamics Telephony uses 2 CRM roles to enable additional features.

roles_for_dt

 

Dynamics Telephony Admin, when assigned to a CRM user will enable the “Admin Only” settings area for that user. Use this are to restrict other CRM users from seeing various settings.

settings_access

Dynamics Telephony Uninstall, when assigned to a CRM user will enable the “Uninstall” button in Dynamics Telephony for that user. “Uninstall” will completely remove the Dynamics Telephony Solution from CRM.

Why queueitems don’t come through

Dynamics Telephony checks for a new queue-item after every call and then every 30 seconds. Here are reasons why this will not happen.

You are not “Available”

Your user status should be green. In some cases orange is OK too. But you should definitely not be red. (the text will vary depending on your phone system, but the color is the key)

agent_status_loginout_notready

 

NOTE: Your phone system may put you in “Red” after a call. Disable this if you can.

 

 

You are “Paused”

paused

You are put into “Pause” state if you have not selected an outcome by the end of “Wrap” time.

To get out of “Pause”, click the “Play” button. You may have to select and outcome and also wait until the end of Wrap time (or “Skip” the Wrap time.

pause_play_skip

You are still on a call

If you see flashing, or red or orange on a call tab, then check that tab to see it is IDLE

call_tab_status_color

Your queue is OFF

If you turn your queue ON/OFF, then be sure it is ON. Click where it says ON/OFF to change. If this is a shared queue, then other users will take about a minute to change too.

queue_ON_OFF

 

 

 

Jive Settings

You need to get your username and password for Jive. The username is a long cryptic string like 4rty56wedkjfh74kf47ASdffd65855QER

The following table highlights the specific settings you should apply in Dynamics Telephony:

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
Provider
Configuration
DTMF Mode DM_Inband
Expires 180
Stun Server e.g. stun.soho66.com A public STUN server
Provider
Account
Username e.g. 4rty56wedkjfh74kf47ASdffd65855QER SIP/Authorization ID
Password SIP Password
Host Name E.g. reg.jiveip.net SIP Registrar
Auth Username e.g.
4rty56wedkjfh74kf47ASdffd65855QER
Same as username above
Domain Name * A single
asterisk ‘ * ‘
Proxy address e.g.
your_domain.jive.rtcfront.net
Proxy for outbound on Jive. Your domain is the domain your company registered with Jive
Transport Mode TM_UDP

 

Custom Phone Number Fields

Dynamics Telephony can search your custom phone number fields for a match, and screen pop,  when your customers call you. This also applies if you add a phone number to an entity that does not normally have a phone number – e.g. a case or opportunity. See here for more on these.

To add a custom field to Dynamics Telephony settings for searching, add a diallerKVTable record as shown:

 

custom_phone_number_search_kv

name: refers to the entity being searched. Use one of incomingLookup_lead,
incomingLookup_contact,
incomingLookup_account,
incomingLookup_incident or
incomingLookup_opportunity.

type: phone

key: refers to the search order. So use 1, 2, 3, 4, etc. All matches are returned so just make sure it is unique for the entity

value: the name of the field to search. Standard fields might be telephone1, telephone2 etc. A custom field might be new_ph_number

scope: global

parent: leave empty

 

Simple API example – walk-through

This simple example will popup a window that displays the DT events as they happen. It works in conjunction with a phonecall form.

1.  Make a file with Notepad called dt_SimpleEG.js and paste in the following code:

var wndEvents = null; // A variable to hold the popup window reference.
var fnDTEventHandler = function (ev) { //Our DynamicsTelephony Event Handler.
 try {
 if (wndEvents == null) {
 //first time per call, wndEvents will be null, and the popup window will need to be re-created
 wndEvents = window.open('', 'dtEventsWindow', 'menubar=1,resizable=1,status=1,width=750,height=250');
 wndEvents.document.body.innerHTML = '<h1>Dynamics Telephony Events</h1>';
 }
 // add this event to the list...
 wndEvents.document.body.innerHTML += '<div>' + ev.dtEventArgs.toString() + '</div>';
 } catch (e) { }
};
// Register for Events with DynamicsTelephony using our Handler 'fnDTEventHandler'.
DynamicsTelephony.RegisterForEvents(fnDTEventHandler);

2.  Go to CRM > Settings > Customizations > Customize the system and add the above file as a Webresource, per this snap:

simple_api_new_ws

 

3. Add the above javascript library, and the core DT javascript library to the phonecall form, per this snap:

simple_api_form_libraries

 

4. Publish all customizations

5. Run DT and do a click-to-dial or take an inbound call or an outbound campaigncall. NOTE these need to be configured to pop the phonecall form for the javascript to run.

simple_api_dt_events_page

 

 

Gamma Horizon Hosted Phone System

Dynamics Telephony is verified as compatible with Gamma Horizon Hosted Phone System.

logo_gamma_horizon

Dynamics Telephony interfaces to Gamma Horizon using their TAPI interface. You need to contact your Gamma Horizon provider to send you the TAPI Driver for your system. You can preview the installation guide HERE

Notes

  • You will need to log onto the PC as Administrator to do the install
  • You will need the Horizon Client username and password for each PC. You may get these in your email with the install link.
  • If you use network port blocking, other than Windows Firewall, you may have to open 127.0.0.1 over port 21050
  • You can skip “Step 1 – Options” in the install guide above and go to Step 2 – Username and password.

You can test the install using the Windows Dialer application that is on every PC. More details in the install guide referenced above.

Release Notes – Jul 2017

New or changed features this month. Version at the start of this month was 2.1.6357

New Dynamic Outcomes. Now you can have a different set of outcomes depending on various factors. See here

New Busylight is a physical lamp that shows the agent status. See here.

New Report an Issue feature gives users an easy way to send screenshot and logs for a CRM or DT issue to support. See here.

For security reasons, log files now do not contain details of DTMF sent to IVRs by users

Inbound Missed Calls can be recorded in CRM as phonecall activities with “Missed Call”

Enhanced Phonebook with your contacts and 7 days of Call History. See here.

Handy phonebook with Call History

Dynamics Telephony contains a very convenient Phonebook panel, complete with Call History.

phone_book_search

All your internal and external contacts can be listed here. Simply start typing the name in the Search Box and the list is instantly filtered to match.

Click on a contact to call them. If you have a call in progress already, clicking on a contact will Transfer the call to them. Quick and easy.

Or enter a number in the Dial Box for contacts not in your phonebook.

See here for how to set up your phonebook, for individual users or teams.

Call History

The Phonebook panel also contains your Call History for the last 7 days (or to the limit of records set by your system administrator).

phone_book_history

Here you can see you recent Missed Calls, as well as your recent inbound and outbound calls.

Move your mouse over an item to reveal three buttons:
– Dial the contact
– Navigate to the entity in CRM
– Navigate to the phonecall activity in CRM