Category Archives: Admin Guide

For administrators to set up users and features of Dynamics Telephony

Voice Drop – automated voicemails

One hour every day, for every agent, can be spent leaving voicemails for customers. That is not good use of an agent’s time, and it is boring and repetitive.

Voice Drop from Dynamics Telephony can recover all that time for you by automatically leaving a voicemail, while freeing the agent to make another call to another customer.

How to use Voice Drop

When you encounter a customer’s voicemail, select the message you would like to leave for the customer from the Outcomes list. The call will be transferred from your phone to the automated Voice Drop service, and you will be free to make your next call.

voice_drop_outcomes

 

You should click on the Voice Drop button just as you hear the start of the “beep”.

How Voice Drop works

When you click a Voice Drop outcome, the customer’s voicemail is transferred to a Voice Drop service. There are two choices for the Voice Drop service.

1. The service can run on an Asterisk based platform – probably on your premises. Scripting in Asterisk will answer the call and play a pre-configured audio clip into the customer’s voicemail. This option can eliminate the per call cost and gives you more granular control. This requires some Asterisk scripting expertise on your side.

2. You can use our cloud-based service. Uploading audio clips to the service is simple. No particular expertise is required on your side.

How to configure Voice Drop – Cloud based

In this mode, you use the same Voice Drop number for every outcome, but you upload a different audio file for each outcome.

1. Contact your Dynamics Telephony representative for your Voice Drop number. Enter it in the Voice Drop number box

2. Make your audio file using any mp3 recorder. There are many free ones online. Be sure to use only mp3 format

3. Click in the audio file box to be prompted for the audio file to upload.
IMPORTANT: wait a few seconds after upload and confirm your file name is in the Audio File box

voice_drop_cloud

How to configure Voice Drop – Asterisk based

In this mode, you need to set up one extension number in Asterisk for each Voice Drop Outcome button. The script for the extension will simply answer the call and play a specified audio file. For example:

exten => 2002,1,Answer(500)
exten => 2002,n,Playback(vm_msg_we_will_call_you_back)
exten => 2002,n,Hangup()

Specify the extension number against the Outcome button like this:

voice_drop_asterisk

DO NOT specify any Audio file in the Outcome configuration. Instead, you have to load the audio file onto your asterisk.

Configuration Tips

If you use per-agent queues with Dynamics Telephony Progressive Outbound, then you can have per-agent Voice Drop buttons. This means each agent can leave messages in their own voice. See here for how to configure Outcomes per agent queue.

If you have different teams or campaigns using Voice Drop, then you can have different Voice Drop buttons per team. See here for how to configure Outcomes per queue

Voice Drop works with click-to-dial. However, click-to-dial Outcome buttons cannot be defined per agent or agent-group.

Use a different colors for Voice Drop buttons to distinguish them as Voice Drop or to group them for a user, for example.

You can combine Voice Drop and other Outcome attributes. For example, in this screen shot, the Voice Drop button will also set up a retry in 24 hours (1440 minutes)

voice_drop_and_retry

Be sure to use long and meaningful names for your audio files to aid organization. Maybe the name could include the name of the person who made the recording and a summary of the content: e.g. JOHN_we_will_call_you_back.mp3

You can check the audio file for a Voice Drop outcome by viewing the CRM Dashboard called “Dynamics Telephony – Call Outcomes”. Double-click on the outcome you want to see and in the form that opens, the audio file is in the Notes section.

Per campaign Outcome Buttons

When using Dynamics Telephony for outbound calling, the agent will usually complete the call by selecting an Outcome from a list of configured Outcomes. This list of Outcomes can be defined by department, group of agents, queue or campaign. In this way, the agent always only sees a list of Outcomes that are relevant to the call. This speeds up the call and makes sure only the correct Outcome is selected.
dynamicsOutcomesRemember, Outcomes can trigger Business Workflows in CRM. This means simply clicking on an Outcome can do things like:
– Assign a lead to a another sales person or group
– Setup a callback this time next year
– Mark the contact for Marketing Materials, send out some info via email now AND set up a callback for 2 days time.

 

How to set it up

In Dynamics CRM, set up a queue (or queues) for the department, agent-group or campaign.

Now, when you define an Outcome in Dynamics Telephony, you will see a box called “Outbound Labels”. Add the queue names to this box that you would like to use this outcome.

dynamicsOutcomes_config

NOTE: Queues that are not defined against at least one Outcome, will get all outcomes.

 

 

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”

IMPORTANT: Port 85 must be open to the internet. E.g. you must be able to navigate, for every users PC, to http://dtms.westeurope.cloudapp.azure.com:85/test.aspx

Configure the email address to send the report to. If you leave this blank it will be sent to Dynamics Telephony Support. You can use a comma-separated list of email addresses.

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

Dashboards

Realtime

Agent RTD. See here

Historical

There are several standard dashboards in CRM for Dynamics Telephony. You access them in Sales > Dashboards, or Marketing > Dashboards

Dynamics Telephony Dashboards

Today, this week, this month or this year: Dashboards filtered by time over the various periods

Work Time Analysis: Totals based on the individual call records for each agent, covering time-in-state for Talk, Hold, Idle, Pause, Ringing, Wrap, etc.

Call Outcome Analysis: totals based on the individual call records for each agent. Outcomes include inbound, outbound, click-to-dial, No Answer, Busy, Voicemail, Bad numbers, Yes, No, Defer etc.

Plus, any custom outcomes you add to Dynamics Telephony are automatically included in this dashboard.

dashboard_outcomes

 

Customizing a dashboard

You could make a copy of a standard dashboard to display only the data you want.

First, you need to make a new View to based the new dashboard on:
1. View a dashboard – say Dynamics Telephony – Today
2. Above the legend for the chart, click “View the records…”
3. On the right of the titles bar of the grid that opens, click “Filter”
– Now you can define Custom Filters for any of the columns
4. In the drop-down above the grid, select “Save filters as new view”

Second, make a custom version of our dashboard and link it to the view created above
1. When viewing the standard dashboard, click Save As in the ribbon.
2. Now view the newly saved dashboard copy, and you have “Edit” in the ribbon
3. Click on the chart you want to associate with the new view from above, and click “Edit Component”
4. In the popout window, set the “Default View” to your new view from above

Table Overviews

Dynamics Telephony stores all its statistical and realtime data in CRM. For an overview of the tables used, see here

Customer Enquiry to Agent Callback – Standard

In today’s competitive market, exceptional customer service and customer engagement is about delivering more personalized experiences which will separate your company from the competition. With Dynamics Telephony we can bring the customer straight to you with the minimum of fuss for them and for you. Never miss a lead or an opportunity again with this simple solution.

This blog shows you how – through the use of a web page and a workflow – potential customers can submit their details and receive a personal phone call within a matter of seconds.

How does it work?

Before we go into the technical details we’ll firstly look at a broad overview of how this solution works.

We start by creating a webpage which is where the potential customer will submit their details.

Standard Enquiry WebpageFigure 1 – Webpage

Once the customer has filled in the form and submitted, an email is created which will show up in CRM with the potential customer’s details.

Standard Enquiry Email ExampleFigure 2 – Email in CRM

A workflow then kicks off which uses this email to create a new lead.

Standard Enquiry Lead ExampleFigure 3 – Lead created from email

A new phone call to the lead is created by the workflow which is entered onto a queue as a queue item. This queue item then automatically  pops to an agent that is using Dynamics Telephony, presenting all the data entered by the new lead to them.

Standard Enquiry Queue Item ExampleFigure 4 – Lead being popped to agent as queue item

How to create it?

Webpages

The first step is the creation of a webpage. As can be seen in figure 1, a simple webpage to capture a name, email address, and a phone number is required. The sample page shown can be viewed here.

The webpage is accompanied by a PHP file which captures the details and sends them as an email. The PHP file code can be viewed here.

The webpage and PHP files are just for reference – your company website administrator should be able to create these without difficulty.

Email

The next step is to ensure that the inbox that you’ve selected is correctly synchronized with CRM. We show you here how to sync a yahoo email address with CRM.

In CRM go to Settings > Email Configuration > Email Server Profiles. Click the new dropdown and select POP3-SMTP Profile.

Standard Enquiry Server Profile setup 1Figure 5 – New email server profile

Now fill out the general section as shown.

Standard Enquiry Server Profile setup 2Figure 6 – Yahoo server profile, general

Credentials.

Standard Enquiry Server Profile setup 3Figure 7 – Yahoo server profile, credentials

Advanced. The time and date seen are the dates of creation.

Standard Enquiry Server Profile setup 4Figure 8 – Yahoo server profile, advanced

Save and close the new email server profile. This will now be used as part of setting up your yahoo mailbox in CRM.

Navigate to Settings > Email Configuration > Mailboxes. The owner and regarding fields are yourself. Give the mailbox a suitable name and enter the email address that you wish to use (remember that it must be a Yahoo email address).

Also ensure that “Is Forward Mailbox” is set to No.

Standard Enquiry Server Profile setup 5Figure 9 – Mailbox, general

The next sections to fill out are Credentials and Synchronization Method. Enter your email user name and password for your Yahoo email. Select yahoo as your Server Profile. The other configurations are shown in figure 10.

Standard Enquiry Server Profile setup 6Figure 10 – Mailbox, Credentials and Synchronization Method

The final steps to configuring the mailbox are to Test & Enable Mailbox and Approve Email, shown below in figure 11.

Standard Enquiry Server Profile setup 7Figure 11 – Mailbox. Test, Enable, and Approve

Click Test & Enable Mailbox and click OK without checking any boxes. Click Approve Email and click OK again.

In your alerts there should be three messages informing you of successful configuration for incoming and outgoing email. There may also be a message about Appointments, contacts and tasks can’t be synchronized, that’s fine.

Standard Enquiry Server Profile setup 8Figure 12 – Email configuration alerts

Workflow

Nearly there!

The final step is to create the workflow.

Begin by going to Settings > Processes. Click New and give your Workflow an appropriate Process name. The Category is Workflow and the Entity is Email.

Standard Enquiry workflow setup 1Figure 13 – Workflow setup

Fill out the general information as shown in figure 14. We want the scope to be the organization. The Start When is Record is created (when CRM receives a new email it is treated as a new activity).

Standard Enquiry workflow setup 2Figure 14 – Workflow setup, general

Now we move onto adding steps. The first step is a check condition. We use a check condition to check whether or not the new email activity contains a certain subject.

Standard Enquiry workflow setup 4Figure 15 – Workflow setup, check condition
Standard Enquiry workflow setup 3Figure 16 – Workflow setup, check condition

In figure 16, we are checking to see if the new email activity contains “DT_Enquiry”. This text was configured as part of the PHP file – your website administrator can tailor this to your own needs.

Save and close this window. Highlight Select this row and click Add Step to create the lead.

Standard Enquiry workflow setup 5Figure 17 – Workflow setup, create the lead

Click Create Record. Enter a description, select Lead from the dropdown and click Set Properties.

Standard Enquiry workflow setup 6Figure 18 – Workflow setup, lead configuration

The configurations for the new lead are shown in figures 19 and 20.

Standard Enquiry workflow setup 7Figure 19 – Workflow setup, lead configuration

The highlighted area in red is where the field inputs are selected from.

Standard Enquiry workflow setup 8Figure 20 – Workflow setup, lead configuration

A potential customer may or may not enter their full name – we use their email as a last name for the moment. The lead’s details can be amended for more accuracy afterwards.

Next, we create a new phonecall activity. Click Add Step and Create Record. Enter a description and select Phone Call.

Standard Enquiry workflow setup 9Figure 21 – Workflow setup, Phone Call configuration

Click Set Properties and enter the details as shown in figure 22.

Standard Enquiry workflow setup 10Figure 22 – Workflow setup, Phone Call configuration

The only tricky part here is that for Call From, Call To, and Phone Number, instead of selecting Email in the look for section, scroll down to Local Values in the dropdown and select the description you entered for the new lead created (workflow shown has Create new lead with details from the email).

Final step – click Add Step and Create Record once more. This time we are creating a Queue Item.

Standard Enquiry workflow setup 11Figure 23 – Workflow setup, Queue Item configuration

Click Set Properties and enter the details as shown in figure 24.

Standard Enquiry workflow setup 12Figure 24 – Workflow setup, Queue Item configuration

The Queue in this case is whatever queue you decide to store these potential customers.

And that’s it! The workflow is now complete. Don’t forget to activate your workflow when it is complete.

Standard Enquiry workflow setup 13Figure 25 – Workflow activation

Please ensure that emails are coming to your own yahoo inbox as well as your CRM email activities. Leads will then start popping to your agents without them lifting a finger.

Standard Enquiry workflow setup 14Figure 26 – Web leads converted to queue items

General Settings

All General Settings are stored per user, and they are stored in CRM so users can have their setting follow them if they use a new PC.

The General Settings can also be controlled globally. Please ask your engineer.

settings_general

Most settings are easy to understand. Here are some extra notes

These settings control the DT Toolbar colors, tooltip duration and opacity, number of columns in the outcomes selector or phone book, and number of Call Tabs

Telephony Provider. The default is SIP. If you change it other settings need to be changed too so change with care.

IE Version You can set this from 7 to 11

 

Outcomes Configuration

The Call Outcomes can be configured as follows.

  1. To set the number of columns in the Outcomes menu, see Settings > General Settings > Outome columns
  2. Go to dashboard: Dynamics Telephony – Call Outcomes to set the outcome buttons.
    NOTE: If you do not see all the records so click “See the records associated with this view”
    Fields:

    1. Index: This determines the position of the button.
    2. Name: this is the text displayed on the button.
    3. Description: This is for your own use.
    4. isCallEnd: If “True” then clicking the button will also hang up the phone call. You can use this on all outcomes and train agents to set the outcome as they hang up the call. Definitely use it on outcomes such as “Fax”.
    5. isClose: If “True” then clicking the button will mean this phone call is not attempted again in the Progressive Dialer AND the associated Phone Call in CRM is closed. Use this for Outcomes such as “Wrong Number”, “Yes” or “No”.
    6. isDefault: If “True” then this outcome is applied to the phone call in the Progressive Dialer if no other outcome is chosen.
    7. isWrap: If “True” then Wrap time will be applied once the call is released. Use this for outcomes that should have a defined Wrap time.
    8. isCallback: If “True”, the agent will get a popup to set the callback date and time. this date and time will be saved in the phonecall activity as “Due”, and possible sent to DTI (if installed)
    9. isConnectXorAbort. Only for handling Contact Center outbound calls with DTI. See here.
    10. reqConnect: If “True”, this outcome cannot be chosen unless the call has been answered by the customer.
    11. retryMax:  After this number of retry attempts, if this outcome is chosen, the phone call is NOT tried again by Progressive Dialer. For example, you might choose to only try 3 times if the customer is “Busy”. If the value is 0, then choosing this outcome means the phone call is NOT tried again by Progressive Dialer
    12. retryTime: The number of minutes to bring this phone call back in the Progressive Dialer. For example, you might set Busy at 10 minutes.
  3. See here for other settings such as preview time, no-answer treatment and wrap time.

TIPS

For an outcome you would select while previewing a call – when you decide you don’t want to make the call ever, use settings like: Name: Hoax, reqConnect:false, isWrap:false, isCallEnd:true, isClose:true

Dialer settings

The Dialer Configuration settings determine the behavior of Dynamics Telephony when dialing outbound calls in the Progressive Dialer.

setting_dialer_config

 

  • Preview Time – When a Dialer call starts, there is a countdown of this number of seconds before the call is actually dialed. This time is to allow you prepare for the call. You can click the FFWD control to skip this countdown.
  • Wrap Time – When a Dialer call is released, there is a countdown of this number of seconds, after which the next Phone Call is loaded and dialed.
  • No Answer Time – When a Dialer call has been ringing for this number of seconds it automatically gets the outcome “No Answer” and Dynamics Dialer moves on to the next phone call, and automatically and dials it.
  • No Answer Retry – Dialer calls who’s Outcome is “No Answer” are tried again this number of minutes later.
  • Max No Answers – Dialer calls that have this number of “No Answer” outcomes are removed from the Dialer and not dialed again.
  • Use Dial Prefix – When checked, all outbound calls are prefixed with some digits, as defined in the next section. This applies to Dialer, Dial Box, Phone Book and Click-to-dial calls. In addition, see a discussion of a prefix Dynamics CRM may apply to click-to-dial calls here
  • External Dial Prefix – This is the prefix described in the previous section. It can be for getting an outside line, or selecting a carrier, or both.
  • Internal Ext. Length – Insert the correct length of your internal phone numbers here to prevent the above prefix being applied for internal calls made using Dynamics Telephony