All posts by DT Support

CRM

In-queue callback offer

You can allow callers to your queues to hangup and instead receive a callback from an agent. You could do this when the queues are busy or out-of-hours. The callback request is presented in CRM as an open phonecall, with the callers details. Click on it to make the callback.

Feature Details

When a Caller is in a Queue they will be prompted with a queue callback feature by pressing 1.

  • At the start the service will test if CRM is available.
  • If unavailable – Play “I’m sorry, this feature is not available, please try again later”. Or this can fail silently.
  • If available – Play Caller ID number back to the caller, then play “if you want to use this number, please dial 1 or if you want to enter a new number, please dial 2”.
  • Dial 2 to enter a new number – The new number can be setup for national or international restrictions. You have 3 attempts to get a correct number following the restrictions, on the third attempt you will be disconnected. On successful entry of a new number, it will play the number entered back to the caller and ask “is this correct please dial 1”. If it is not correct the caller can dial a new number again.
  • After the caller has dialed a new number or accepted their Caller ID as the number used for a callback, they will be prompted to record their name, a short message and press pound key when they have completed.
  • The  Queue Number (the Queue that was called), the Called Number (Company’s Number), Caller ID Number (Caller ID or updated Caller ID), Original Caller ID (Caller ID of the caller which cannot be changed), Date and Time and the recording of the caller will be sent to CRM. The phonecall record in CRM will have all the details for users to make the callbacks.
  • On a successful completion of the callback feature – Play “You will be call backed when your position in line has been reached, Goodbye”
    • On an unsuccessful completion – Play “I’m sorry, this feature is not available, please try again later”.

All playback features are fully customizable and new recordings can be uploaded to replace any system recordings.

CRM, IT Guide

CallBack Feature for Out of Office Hours

You can provide your customers with a callback facility when your offices are closed. This will allow your customers to request a callback when you are back in the office. The callback is easy to follow-up on as it is in CRM as an open phonecall activity. Just click on it to call the customer back.

Feature Details

When a Caller Dials out of hours they will receive callback feature.

  • At the start, the service will test if the connection to CRM is available – for storing the callback request.
  • If unavailable – Play “I’m sorry, this feature is not available, please try again later”. You can disable this and simply fail silently.
  • If available – Play out of office hours message which is pre-recorded, for example:  “Our offices are now closed please stay on the line so we can call you back when we are available”.
  • Playback Caller ID number back to the caller, then play “if you want to use this number, please dial 1 or if you want to enter a new number, please dial 2”.
  • Dial 2 to enter a new number – The new number can be setup for national or international restrictions. You have 3 attempts to get a correct number following the restrictions, on the third attempt you will be disconnected. On successful entry of a new number, it will play the number entered back to the caller and ask “is this correct please dial 1”. If it is not correct the caller can dial a new number again.
  • After the caller has dialed a new number or accepted their Caller ID as the number used for a callback, they will be prompted to record their name, a short message and press pound key when they have completed.
  • The Called Number (Company’s Number), Caller ID Number (Caller ID or updated Caller ID), Original Caller ID (Caller ID of the caller which cannot be changed), Date and Time and the recording of the caller will be sent to CRM.  Now you will have a record in CRM of the callback request and users can use that to make the callback.
  • On a successful completion of the callback feature – Play “Goodbye”
    • On an unsuccessful completion – Play “I’m sorry, this feature is not available, please try again later”.

All playback features are fully customizable and new recordings can be uploaded to replace any system recordings.

Admin Guide

Advance Filter for Recordings

Advance Filter for Recordings

Using Advanced find feature to find the recordings created on a certain date. Click on the Advance Find feature.

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In Advanced Find filter by Phone Calls and created on a certain date.

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Find the Call you want to listen to. Click on the Subject “Test Call 20/01”. This will open the record and you can play/pause the recording of the call from the record. Also from the Recording URL shown, you can click on the URL of the recording which will open a Chrome Browser and play it.

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To filter by users phone calls. Select Phone Calls, Created By, Equals and Search feature to search for a specific users. Click Results to filter the search when specific users are added.

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Search for the specific users and select from the list shown.

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When all the users are selected, click Add to filter for specific users.

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All Calls Created by the Users Selected.

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To add Recording URL Filter for users Phone Calls, select Edit Columns.

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Add Columns and Select Recording URL. This will add a Recording URL column to the users Phone Calls filters.

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Click on Save to saved the filters and Recording URL column which can be quickly selected for faster searches. Save it by creating a new which you can use for future searches.

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To find Saved Filters, click on Use Saved Views and select the previous saved filter. This can be used for any custom filters that is created to quickly search for site specific reports.

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See Access Recordings for more info: https://dynamicstelephony.com/res/index.php/category/it-guide/accessing-recordings/

 








Admin Guide

Accessing Recordings

Access Recordings on Dynamics Telephony Client

  • Open the DT Client, select Phone Calls and select on the phone call you wish to listen to the recording

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  • To play a recording in a in the DT Client open a record and scroll down to Play Audio.

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  •  Scroll down to the Recording URL section and select the world icon, this will then open the Chrome Browser and go to the Recording URL location where the recordings are stored. You can play/pause and download the recording in Chrome Browser.

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Accessing Recordings on Phone System

  • Open browser to the URL of the Phone System Administration. Enter the username and password provided, to access the recordings.
  • Select the CDR Reports on the top toolbar under Reports. Using filters to filter the Call Date and Duration will filter all inbound and outbound calls for the selected dates and calls that lasted longer than 1 second.

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  • To check all outbound calls for that day. Select Call Date and Outbound CallerID Number to being with 0.

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Select on the Recording you want to download.

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The file will automatically be downloaded, this file will need a media player ex. VLC Player, to listen to the recordings.








Install, Install The Client, IT Guide

Install The Client

Installation Guide for Dynamics Telephony Client with Microsoft Dynamics 365

1. Save the dynamicstelephony.application file from the installation link you clicked on in the welcome email

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Run the DynamicsTelephony.application file and Install the Dynamics Telephony Application

If you see this warning below, click More Info and then click the Run Anyway button that appears.

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2. Once the Dynamics Telephony application is installed enter the CRM URL for your organization’s CRM configuration.

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3. Dynamics Telephony Client will start. Logon to CRM as normal user in the DT Client window.

4. If you see Windows Security Alert about Firewall, click ALLOW.

5. From now on, to run Dynamics Telephony, use the shortcut on your Windows Start Menu