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.

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”

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

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 sure that if customers miss your call, they can return your call to the right number.
• 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. Essentially it involves setting up an outbound route for each CLID you want, and the route has it’s own prefix or access code.  This can include a special prefix or access code for a route that will withhold 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. You can also specify to use a fixed prefix for an entity like this: incident.fixedprefix=fixedprefix.
Supported fields are text, numbers and optionsets. For optionsets, the value is the numeric value of the chosen item, not the item text.

type: <leave blank>

value: the_prefix_to_use, e.g. 63. You can also use a single lowercase p to specify the user should be prompted to pick the prefix from a list (see below)

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)

TIP: For outbound dialer campaigns, the entity is always a phonecall. Prompting is not supported on outbound dialer campaigns. So make sure you have a field on the phonecall that maps to a prefix.

Prefix prompt list
If the value specified above is p, or if there is a key defined for an entity but the current record does not match, then the user is prompted to pick the prefix from a list. The list is defined as a comma separated list of pairs, e.g. North:97,South:96. You define this list in settings > Provider Configuration : Dial Prefix Prompts.

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”.

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:

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