All posts by dtAdmin

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.


  • Find dynamicstelephony.exe It is in a folder like:
  • Right-click on the EXE and make a shortcut
  • Edit the shortcut and add “/admin” at the end like this


Now, when you run Dynamics Telephony using this shortcut, and the connection to CRM fails, you will ge the dialog where you can change the background 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.


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.


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”


How to add a queue to CRM

Queues are a standard feature in CRM. Dynamics Telephony can monitor a CRM queue, or queues, and pop any “Queue Items” out for a user to autodial.

Follow these steps to set up a Dynamics CRM Queue

1. Go to CRM > Settings > Business Management > Queues


2. Click the ” + New ” button

3. Enter the new queue Name.


4. Set the queue as Private (where you can control who is a member), or Public (where everyone has access)

5. Save.

Now you can set the membership per this article


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


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:

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.


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.


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″.