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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

 

Client Rollout Options

Dynamics Telephony supports a number of client rollout options to make the experience trouble free for all organization sizes.

GLOBAL SETTINGS

All Dynamics Telephony settings are stored in CRM. This means you can pre-configure all users telephony settings. This can apply to any of the install options below. The items you would pre-configure are:

  • All users default telephony (e.g. TAPI, Skype for Business, etc. )
  • Individual user’s preferred telephony
  • Telephony setting such as server, username and password
  • Colors and preferences.

 

INSTALL OPTIONS

1. Install as click-once from Dynamics Telephony servers

This install can be done by end-users. the steps are

  1. Go to the install URL (that you would include in the instructions email)
  2. Download and run the setup.exe (If there might be security prompts in your environment, these should be dealt with in your instructions email)
  3. When prompted, enter the URL of the CRM (that you would also include in the instructions email)
  4. When Dynamics Telephony starts, go to Menu > Settings and pick your telephony provider from the list. For TAPI and Skype for Business, no further settings are required. For others, a username and password are required. NOTE you can also pre-configure all user’s settings in CRM to eliminate this step 4 completely. See GLOBAL SETTING above

We will help with defining this rollout procedure during the on-boarding process.

2. Install as click-once from your own server

Dynamics Telephony can provide you with the click-once install files for you to host on your own server. The install procedure would be the same as above. Advantages include:

  • No dependence on the internet-based Dynamics Telephony servers
  • Ability to prevent update rollout until you have verified compatibility with your needs.

Contact us for more information on this service.

Install from MSI

Dynamics Telephony can provide you with an MSI customized to your organization’s needs. Advantages include:

  • Enables a completely silent install with no intervention from the user or IT.
  • Specify the CRM URL for the user to use – normally this is entered by the user. With an MSI, this can be pre-configured.
  • All other settings, such as the users telephony settings, can be pre-configured too per GLOBAL SETTINGS above.
  • Customize aspects of the install such as application location, additional help files, shared phone-book location.
  • Ability to prevent update rollout until you have verified compatibility with your needs.
  • Additional customizations such as registry entries to simplify telephony driver install.

Please contact us for more information on this service.

Service User

Dynamics Telephony uses a CRM User we call the Service User. Dynamics Telephony uses the Service User in the background for various install and config tasks. The Service User has sysadmin role in CRM.  You should restrict the permissions once the initial install is done.

If you want to use 2-factor authentication for the Service User, then you will need an App password per this Microsoft article here. Alternatively, you should use a strong password for the Service User.

If you need to change the Service User password, then it is best to change it in Dynamics Telephony at the same time as you do it in 365. Have one Dynamics Telephony client open at… > Settings cog > Settings > CRM Configuration. Then make the change in both places and restart all Dynamics Telephony clients.

If you change the password and get locked out of Dynamics Telephony, then follow the procedure below.

YOU ONLY HAVE TO DO THIS ON ONE PC

  • Find dynamicstelephony.exe It is in a folder like:
    C:\Users\user_name\AppData\Local\Apps\2.0\5EMKZVJH.CCT\1V5NVG3J.RQX\dyna..tion_a5dd519732421760_0002.0000_e6f31e9e898701bc
  • Right-click on the EXE and make a shortcut
  • Edit the shortcut and add “/admin” at the end like this

admin_shortcut

Now, when you run Dynamics Telephony using this shortcut, and the connection to CRM fails, you will a the dialog where you can change the service user and password.

Dynamics 365 for Sales – Take Action after every call

Do it before the next call

You already know, I hope, that it takes on average 5 calls to “make the sale”, whatever that means to you. So efficiently taking action after every call is mandatory. Taking action has to be very easy for users, or it will only be done selectively. In fact, taking action must take zero effort for your Inside Sales crew.

Building trust has always been key to the sales process. You must have your customers trust you. Doing an action after every call, that includes communication with your prospect, will go a long way towards building that trust.

And the opposite is true too. Not taking action after the call will contribute to a negative perception for your prospect, that they are likely to pass on to other prospects they might meet, rather than recommending your company as “worth a look”.

However, do not take an action just for the sake of it. It is possible to take an action, like providing a full proposal or quote, too early in the sales process.

Likely actions are…

  • Simply set up a callback at an agreed time & date – your prospect is not ready to talk right now.
  • Agree to a follow-up call a few weeks before their “renewal date”. The best date depends on your market but “renewal” can be annual (in the case of financial services, for example) or 18 months (in the case of services contracts) or even monthly (in the case of SaaS). You should brainstorm the date for your market, but it is some time before the next buying point for the customer.
  • Send full brochure based on requirements expressed during the call. You should have a few to choose from. And, set up a follow-up call for 2-3 days time.
  • Send blog / article for specific question the customer raised, that you could not answer on the call, or that you think would be good to send to tackle an objection they raised. And, set up a follow-up call for 2-3 days time
  • Set up appointment with Account Executive for specific date & time.
  • Book a demo. Email the details to the prospect.
  • Leave a voice-mail…and follow up with an email so they have another way to follow-up with you. And, set up a follow-up call for tomorrow.
  • Phone call goes to busy or not answered – set up a follow-up call for later today and send an email so they have a choice on how to be contacted. 2-3 attempts should be made to contact the customer each day.
  • Send the case study that is most likely to appeal to this prospect. And, set up a follow-up call for 2-3 days time
  • Promote to an Opportunity in CRM for an Account Executive to pick up. Email the prospect with details.
  • Disqualify. This can be the most important and difficult choice. Not disqualifying early enough will cost you a lot of wasted time. You can always set up a call for some time in the future, or add this prospect to a mailing list. You would usually have several different disqualification processes, depending on your judgement of a possible future fit for this prospect.

Dynamics 365 for Sales can help..

It can seem like a lot of work to follow up on every call. However,  Dynamics 365 for Sales has the flexibility and tools to make it an easy and repeatable process for users.

The feature of Dynamics 365 for Sales that will help most with ensuring your Inside Sales team always take an action after every call is Workflows. Workflows automate a series of steps in CRM. The workflow can be triggered automatically or set off by a single selection in CRM.

Features of Workflows that will help…
  • Send email based on a template with attached documents from any source including SharePoint.
  • Include a link to a document on your website in automated emails
  • Set up a phonecall activity at a future date & time for a particular team or user to do.
  • Move a lead to a campaign or queue for follow up by another team or individual.
  • Qualify or disqualify leads
  • Send an email to another user (e.g. to organize demo or appointment)

 

Dynamics Telephony can help..

Adding Dynamics Telephony to your Inside Sales systems, means you can achieve a smooth, predictable, repeatable process for follow-up that ensure 100% follow-up. More than half the time, Dynamics Telephony can automate the follow-up action and the user has to take no action. The rest of the time, Dynamics Telephony provides a one-click follow-up for the agent, making it super-easy to use.

outcomes

Features that will help…
  • Super-easy and totally integrated, one-click follow-up selection.
  • Fully automatic follow-up for unanswered or busy phone calls.
  • Automated voice-drop feature leaves a pre-recorded voicemail message – saving time and increasing repeatability.
  • Pop follow-up calls to the user, or team, at the appointed date & time. Make sure they get done promptly.
  • Auto-dialer saves time on every call ensuring users are happy to do follow-up calls.

You have to make it super-easy for your CRM users to
take action after every call.

 

Release 3 available on Beta

We are pleased to announce the availability of Dynamics Telephony on Beta controlled release. This version has the following changes/enhancements:

  • Uses the Chrome browser engine for increased performance and a more responsive user interface.
  • Improved user experience pops a new Window for each new call, instead of a new Tab
  • Popped out windows are all telephony enabled.

Installation Notes

For this Beta release, be sure to set “Use Tabs” and “Close on Idle” OFF per this snap:use_tabs_setting

Dynamics Telephony and Sales Orders

Dynamics Telephony is perfect if you use CRM Orders, where it can pop Orders (if there are any open for the caller) or pop the callers Contact record. Furthermore, the phonecall activities are logged against the Order as appropriate.

How to get Dynamics Telephony to pop an Order based on the callers phone number

Orders have two phone numbers (Bill To Phone Number and Ship To Phone Number) you can use to match against the incoming call. Or, you can add a custom phone number field for Dynamics Telephony to search.

Remember, Dynamics Telephony can be set to search multiple fields in an entity

TIP: Set a condition that the Order must be open (status=active) for the phone number to be populated. In this way, only open Orders will match and pop.

In the custom entity dialerKVtable, add an entry for each phone number field you want to search..
type: phone
Value: new_phone1 – the name of phone number field
scope: global
Parent: <blank>
Name: incomingLookup_salesorder
Key: 1 – the order of lookup in this entity

Also in dialerKVtable entity, add another two entries as follows for the primary text to display
Key: salesorder
Name: entityPrimaryNames
Parent: AppSettings
Scope: global
Type: string
Value: name – *

Key: name – *
Name: incomingLookup_order
Parent: <blank>
Scope: global
Type: name
Value: name – *

NOTE: The above will display the Name of the Order. You might prefer to create another custom field on the Order that combines customer name and Name. This will be useful for multi-match. It must be a string custom field. Replace “name” above with your custom field name (3 places marked *)

In Dynamics Telephony settings > Inbound set..
Lookup entities: salesorder

TIP: If you set above to “contact, salesorder” then Dynamics Telephony will pop the Contact if there are no open Orders. However, if there is one open Order you will get a multi-match to choose between the Order and the Contact. In the multi-match dialog, the Contact will show at the top of the list.

How to move items from one queue to another

You can move items from one CRM Queue to another. You might want to do this to have a different user or team work on the items. In Dynamics CRM this is called “Routing” an item to another queue.

Steps

1. Run an Advanced Find to locate the queue items you want to move.

2. Select all the items

3. On the Ribbon, click “Route”

4. Select the queue you want to route the items to and click “Route”

crm_queueitems_routing