All posts by dtAdmin

Telephony status via Busylight

Dynamics Telephony works with Busylight from Kuando to show your status to your colleagues and supervisors. This translates in to more efficiency for agents, and a faster response to traffic overloads in your call center.

busyLight_and_dt

When there are calls waiting, a supervisor can now quickly see and directly speak to agents that are LOGGED OUT or NOT READY. The busylight at the agents desk gives the supervisor all the information they need to see who might respond to the waiting customer.

For agent efficiency, remember, “”It can take 20 minutes to regain full focus after an interruption”. this is partticularily true in Outbound calling operations. Dynamics Telephony will keep interruptions away for the full duration of your call – preview, talk and wrap time.

Because Dynamics Telephony is compatible with any phone system, the Busylight integration we provide also works with any phone system, including Avaya, Cisco, Skype for business, Asterisk, SIP systems and any TAPI based system.

Busylight colors

RED   Agent making or on a call, or in preview/wrap time
YELLOW   Agent on Not Ready – NOT available for a call
GREEN   Agent Idle – available for a call
OFF   Agent logged-out.

For more, see www.busylight.com

Asterisk Queues

Dynamics Telephony brings Dynamics CRM and Asterisk Queues together, providing features such as:
– Login / logout
– Set your availability status – auto-join your queues
– Join / leave an Asterisk Queue from within Dynamics Telephony
– See real-time statistics for a queue in dynamics Telephony
– See number of calls waiting per queue
– Supports multiple Asterisk Queues

agent_asterisk_queues

Real-time statistics

The following can be shown to the agent, per queue:
<<Queue>> The queue number as configured in Asterisk
<<Name>> Name for the queue based on matching in setting file
<<Available>> Number of agents in the queue but not on a call
<<Callers>> Number of callers in the queue waiting for an agent
<<HoldTime>> Average hold (queueing) time for callers
<<LongestHoldTime>> Age of the oldest call in the queue still waiting for an agent
<<TalkTime>> Average talk time for this queue
<<LoggedIn>> Number of agents part of this queue

Use the <<placeholders>> shown when configuring the display. For example, in the display above, the configured string is: <<Name>>|  AGTs:<<LoggedIn>> CWT(s) <<Callers>>(<<LongestHoldTime>>)

How it works

Our integration of Dynamics CRM and Asterisk Queues uses a single connection to your Asterisk Server. This connection ensures minimal load on your asterisk while providing a reliable and auto-reconnecting link for the Dynamics Telephony clients.

This is an optional module for Dynamics Telephony. A Windows server is required for this proxied connection – VMs are supported. The real-time statistics are updated ever 10 seconds – configurable.

DT Clients can be running on local network, or remote through a firewall. Remote Desktop, Terminal Services and Citrix are also supported.

Easy Issue Reporting for CRM

Dynamics Telephony includes a great feature you can use for reporting issues – be they on CRM or Dynamics Telephony. Agents have access to a “Report Issue” button that automatically collects logs, a screen shot, timestamp and some details from the agent.

Using “Report Issue”

Simply click the Report Issue item in the window control-box, like this:

report_issue_step_1

Then fill in the details as best you can…

report_issue_step_2

 

View and annotate the screen snap like this. Use the RESET button to remove all annotations.

report_issue_step_3

 

Click SEND. The report will be sent to IT Support

Configure “Report Issue”

Configure the email address to send the report to. If you leave this blank it will be sent to Dynamics Telephony Support

report_issue_step_4

Select whether you want critical errors that Dynamics Telephony detects silently, are sent to the email address configured in the previous step.

report_issue_step_5

Turn on impersonation

When you turn on impersonation in DT, entities created by DT are done so on behalf of the current user instead of the DT User.

To turn it on you need to
1. Enter the Organization URI
You get this in CRM > Settings > Customizations > Developer Resources > Organization Service

2. Check the “Impersonate User” checkbox

turn_on_impersonation

3. Restart your DT Client

NOTE
Only one DT Client should be running during this configuration

 

Display actual start with time

The default phonecall entity view on your Dynamics 365 CRM may be showing Actual Start and Actual End with only date, not with time. Here is how to get time to be displayed too.

1. CRM > Settings > Customizations

2. Click “Customize the system”

3.  Expand “Entities” and then “Phonecall” and click on “Fields”

4. In the Fields, double-click on Actual End

5. Near the bottom of the field settings from, you will see “Format” – change this to “Date and Time”

6. “Save & Close”

7. Repeat steps 4-6 for “Actual Start”

8. Publish All Customizations

phonecall_actualEnd_time

IT planing for CRM impact

Dynamics Telephony policy is to have as little impact on your CRM as possible. Here are the impacts you need to consider.

As part of or submission to the Microsoft AppSource Store, install and basic tests were carried out by Microsoft Engineers.

Admin Level User will be required during the install phase. This is to allow for the installation of the entities described later. This user needs to be allowed install a solution in your CRM.

Authentication. Dynamics Telephony supports all authentication methods supported by CRM online or on-premises. When users use Dynamics Telephony, they simply logon to CRM as normal.

HTTPS and HTTP are both supported. The certificate for HTTPS needs to be trusted by Internet Explorer.

Install procedure is described HERE

Entities Installed by Dynamics Telephony are listed HERE. The entities are all standalone with no dependency in your standard entities on the Dynamics Telephony entities. They are installed as a solution that you can request to inspect. They can be uninstalled with no impact on your CRM.

Entities written by dynamics Telephony:
– Dynamics Telephony entity records.
Phonecall due to click-to-dial or incoming calls.
Note due to click-to-dial or incoming calls.
– (optional) create contact for unknown caller.
These records are written using the logged-on user. See relationships below:

entities for click to dial

DT Entities installed in CRM

The following entities are installed in your CRM by Dynamics Telephony for its own use. They are stand-alone entities that can be uninstalled without affecting your own data.

  1. DialerCall – every call made or received
  2. DialerCallEvent – every telephony event (dial, answer, etc.)
  3. DialerCallResult – every reported Outcome
  4. DialerCallOutcome – Outcome buttons configuration
  5. DialerDNIS – configure inbound lines
  6. DialerUser – realtime user status for RTD
  7. DialerKV – Global and per user settings
  8. dtThisWeek, month, day, year dashboards – Dashboards to display statistics
  9. dtRTD – web resource to display agent realtime status

How to disable click-to-dial phonecall popout

When you do a click-to-dial in Dynamics CRM, a new phonecall activity is automatically opened in CRM for you. Dynamics Telephony also adds a phonecall activity, so you can end up with 2 for the one call. Follow this procedure to suppress the phonecall popout that CRM creates.

WARNING: THIS IS AN UNSUPPORTED CUSTOMIZATION, but it can be easily removed.

1. Create a JavaScript Webresource in CRM and paste in the following code into the Text Editor as shown in the screenshot belowsuppress_c2d_popout_webresource

function suppress_C2D_Popout() {
  parent.Mscrm.ReadFormUtilities.openPhoneClient = function(phoneNumber) {
    if (!IsNull(phoneNumber)) {
      parent.Mscrm.Shortcuts.openPhoneWindow(phoneNumber, window.PHONE_NUMBER_DEFAULT_COUNTRY_CODE,"True");
    }
  };
}

 

2. Add the webresource to the Form you want to be affected by this change. E.g. just the Contact form. Link the JavaScript function suppress_C2D_Popout, to the Form.OnLoad function. See screensnap below.

suppress_c2d_popout_form_properties

3CX Settings

You can use SIP (phonecalls are via PC headset) or TAPI (phonecalls are via deskphone) on 3CX with Dynamics Telephony inbound and outbound dialer on Microsoft Dynamics 365.

For TAPI, follow these steps

1. Get the 3CX plugins from here
https://www.3cx.com/blog/releases/crm-plugins/

2. Run the setup and pick TAPI from the list of components to install

3. Restart the PC

4. Start Dynamics Telephony and launch Settings from the menu
– Pick TAPI from the Telephony Provider list
– In Provider Account set TAPI Version to 2.1

You should now be controlling your desktop phone

Troubleshooting:
– Try running Dialer from Start Menu > Run
– Select menu “Connect Using” and make sure 3CX driver in list
– If you have more than one address controlled by TAPI, you will need to specify it in:
Dynamics Telephony Cog > Settings > Provider Account > DN

What will CTI do for your business

Computer Telephony Integration (CTI) is a technology that enables a computer to control a telephone i.e. the user can easily make/receive calls without even touching an actual telephone. The most common application of CTI is a “screen-pop” that has the ability to populate the computer screen with caller information and history but in recent times, “click to dial”, campaign dialling, voicemail drop are fast becoming standard CTI features. If the integration is one of quality, then all these features are embedded in your CRM leaving you with just one application open on the desktop.

What will CTI do for your business

Easy Handling of Calls Embedded in CRM

Forget about your phone buttons when CTI is enabled.  Your staff can easily make and receive calls with simple mouse-clicks within your CRM. The CRM is enabled with advanced call control functions such as answer, hang up, hold, conference and transfer etc., making it simple to run the entire calling process. A good CTI application will have the ability to configure department directories so that calling, transferring calls with your organization is easy.

Detailed Information of the Customer is Available with the call

Your staff can scan through the detailed information and past history of the caller with the help of automated “screen pop”. As soon as the call is routed to the relevant department, the data of the customer stored in your CRM is “popped” when the call arrives. This empowers your people to have a more personalized and informed conversation with customers, thereby engaging them well and making them feel more valued. It also improves productivity by reducing the call handling time as there is no delay having to manually search between different databases to find the customer’s details.

Integration of Call Logs and Caller Data in one place

CTI permits integration of phone-call log and caller data such as call history, personal information, purchase history, cases and support tickets etc. – all in your CRM. These statistics can be used for reporting and creating dashboards offering you complete control of your operation and the ability to react in real time to increased call traffic, reduced staffing levels etc.

Customer data travels with the call if transferred to another person

If agents face issues while solving a customer’s query, they can immediately ask their supervisors for help. Agents can initiate a conference call and include their supervisors so as to help answer the customer’s question. Your staff can also transfer the call to other departments if required using the directories embedded in the CRM. Availability of CTI eliminates the need of repeating the information all over again, in case of call transfers, thereby reducing customer frustration.

Increased Productivity/Efficiency

CTI implementation helps contact centers to reduce the average duration of each call, thus ensuring higher productivity of agents. The spare time can be utilized for handling other calls which eliminates the need of adding more staff and maybe doing some outbound activity. A good CTI implementation will have a outbound dialer module which allows you to import outbound campaign lists from your CRM and automate the dialling, call back re-scheduling and logging of all activity to your CRM

Enhanced Caller Experience

By knowing the identity of the caller before receiving a call and greeting the caller by name enables agents to offer a more personalized experience.  Not having to repeat the information is a great benefit to the customer. All these reduce the complexity of the call and make it a satisfying experience for both the agents and the callers. Call duration time are greatly reduced, which in turn allows for more calls to be dealt with.