Category Archives: IT Guide

For IT to prepare, install and maintain Dynamics Telephony

Role secured features

Dynamics Telephony uses 2 CRM roles to enable additional features.

roles_for_dt

 

Dynamics Telephony Admin, when assigned to a CRM user will enable the “Admin Only” settings area for that user. Use this are to restrict other CRM users from seeing various settings.

settings_access

Dynamics Telephony Uninstall, when assigned to a CRM user will enable the “Uninstall” button in Dynamics Telephony for that user. “Uninstall” will completely remove the Dynamics Telephony Solution from CRM.

Jive Settings

You need to get your username and password for Jive. The username is a long cryptic string like 4rty56wedkjfh74kf47ASdffd65855QER

The following table highlights the specific settings you should apply in Dynamics Telephony:

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
Provider
Configuration
DTMF Mode DM_Inband
Expires 180
Stun Server e.g. stun.soho66.com A public STUN server
Provider
Account
Username e.g. 4rty56wedkjfh74kf47ASdffd65855QER SIP/Authorization ID
Password SIP Password
Host Name E.g. reg.jiveip.net SIP Registrar
Auth Username e.g.
4rty56wedkjfh74kf47ASdffd65855QER
Same as username above
Domain Name * A single
asterisk ‘ * ‘
Proxy address e.g.
your_domain.jive.rtcfront.net
Proxy for outbound on Jive. Your domain is the domain your company registered with Jive
Transport Mode TM_UDP

 

Custom Phone Number Fields

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:

 

custom_phone_number_search_kv

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

 

Gamma Horizon Hosted Phone System

Dynamics Telephony is verified as compatible with Gamma Horizon Hosted Phone System.

logo_gamma_horizon

Dynamics Telephony interfaces to Gamma Horizon using their TAPI interface. You need to contact your Gamma Horizon provider to send you the TAPI Driver for your system. You can preview the installation guide HERE

Notes

  • You will need to log onto the PC as Administrator to do the install
  • You will need the Horizon Client username and password for each PC. You may get these in your email with the install link.
  • If you use network port blocking, other than Windows Firewall, you may have to open 127.0.0.1 over port 21050
  • You can skip “Step 1 – Options” in the install guide above and go to Step 2 – Username and password.

You can test the install using the Windows Dialer application that is on every PC. More details in the install guide referenced above.

Asterisk Queues

Dynamics Telephony brings Dynamics CRM and Asterisk Queues together, providing features such as:
– Login / logout
– Set your availability status – auto-join your queues
– Join / leave an Asterisk Queue from within Dynamics Telephony
– See real-time statistics for a queue in dynamics Telephony
– See number of calls waiting per queue
– Supports multiple Asterisk Queues

agent_asterisk_queues

Real-time statistics

The following can be shown to the agent, per queue:
<<Queue>> The queue number as configured in Asterisk
<<Name>> Name for the queue based on matching in setting file
<<Available>> Number of agents in the queue but not on a call
<<Callers>> Number of callers in the queue waiting for an agent
<<HoldTime>> Average hold (queueing) time for callers
<<LongestHoldTime>> Age of the oldest call in the queue still waiting for an agent
<<TalkTime>> Average talk time for this queue
<<LoggedIn>> Number of agents part of this queue

Use the <<placeholders>> shown when configuring the display. For example, in the display above, the configured string is: <<Name>>|  AGTs:<<LoggedIn>> CWT(s) <<Callers>>(<<LongestHoldTime>>)

How it works

Our integration of Dynamics CRM and Asterisk Queues uses a single connection to your Asterisk Server. This connection ensures minimal load on your asterisk while providing a reliable and auto-reconnecting link for the Dynamics Telephony clients.

This is an optional module for Dynamics Telephony. A Windows server is required for this proxied connection – VMs are supported. The real-time statistics are updated ever 10 seconds – configurable.

DT Clients can be running on local network, or remote through a firewall. Remote Desktop, Terminal Services and Citrix are also supported.

Display actual start with time

The default phonecall entity view on your Dynamics 365 CRM may be showing Actual Start and Actual End with only date, not with time. Here is how to get time to be displayed too.

1. CRM > Settings > Customizations

2. Click “Customize the system”

3.  Expand “Entities” and then “Phonecall” and click on “Fields”

4. In the Fields, double-click on Actual End

5. Near the bottom of the field settings from, you will see “Format” – change this to “Date and Time”

6. “Save & Close”

7. Repeat steps 4-6 for “Actual Start”

8. Publish All Customizations

phonecall_actualEnd_time

IT planing for CRM impact

Dynamics Telephony policy is to have as little impact on your CRM as possible. Here are the impacts you need to consider.

As part of or submission to the Microsoft AppSource Store, install and basic tests were carried out by Microsoft Engineers.

Admin Level User will be required during the install phase. This is to allow for the installation of the entities described later. This user needs to be allowed install a solution in your CRM.

Authentication. Dynamics Telephony supports all authentication methods supported by CRM online or on-premises. When users use Dynamics Telephony, they simply logon to CRM as normal.

HTTPS and HTTP are both supported. The certificate for HTTPS needs to be trusted by Internet Explorer.

Install procedure is described HERE

Entities Installed by Dynamics Telephony are listed HERE. The entities are all standalone with no dependency in your standard entities on the Dynamics Telephony entities. They are installed as a solution that you can request to inspect. They can be uninstalled with no impact on your CRM.

Entities written by dynamics Telephony:
– Dynamics Telephony entity records.
Phonecall due to click-to-dial or incoming calls.
Note due to click-to-dial or incoming calls.
– (optional) create contact for unknown caller.
These records are written using the logged-on user. See relationships below:

entities for click to dial

DT Entities installed in CRM

The following entities are installed in your CRM by Dynamics Telephony for its own use. They are stand-alone entities that can be uninstalled without affecting your own data.

  1. DialerCall – every call made or received
  2. DialerCallEvent – every telephony event (dial, answer, etc.)
  3. DialerCallResult – every reported Outcome
  4. DialerCallOutcome – Outcome buttons configuration
  5. DialerDNIS – configure inbound lines
  6. DialerUser – realtime user status for RTD
  7. DialerKV – Global and per user settings
  8. dtThisWeek, month, day, year dashboards – Dashboards to display statistics
  9. dtRTD – web resource to display agent realtime status

How to disable click-to-dial phonecall popout

When you do a click-to-dial in Dynamics CRM, a new phonecall activity is automatically opened in CRM for you. Dynamics Telephony also adds a phonecall activity, so you can end up with 2 for the one call. Follow this procedure to suppress the phonecall popout that CRM creates.

WARNING: THIS IS AN UNSUPPORTED CUSTOMIZATION, but it can be easily removed.

1. Create a JavaScript Webresource in CRM and paste in the following code into the Text Editor as shown in the screenshot belowsuppress_c2d_popout_webresource

function suppress_C2D_Popout() {
  parent.Mscrm.ReadFormUtilities.openPhoneClient = function(phoneNumber) {
    if (!IsNull(phoneNumber)) {
      parent.Mscrm.Shortcuts.openPhoneWindow(phoneNumber, window.PHONE_NUMBER_DEFAULT_COUNTRY_CODE,"True");
    }
  };
}

 

2. Add the webresource to the Form you want to be affected by this change. E.g. just the Contact form. Link the JavaScript function suppress_C2D_Popout, to the Form.OnLoad function. See screensnap below.

suppress_c2d_popout_form_properties

3CX Settings

You can use SIP (phonecalls are via PC headset) or TAPI (phonecalls are via deskphone) on 3CX with Dynamics Telephony inbound and outbound dialer on Microsoft Dynamics 365.

For TAPI, follow these steps

1. Get the 3CX plugins from here
https://www.3cx.com/blog/releases/crm-plugins/

2. Run the setup and pick TAPI from the list of components to install

3. Restart the PC

4. Start Dynamics Telephony and launch Settings from the menu
– Pick TAPI from the Telephony Provider list
– In Provider Account set TAPI Version to 2.1

You should now be controlling your desktop phone

Troubleshooting:
– Try running Dialer from Start Menu > Run
– Select menu “Connect Using” and make sure 3CX driver in list
– If you have more than one address controlled by TAPI, you will need to specify it in:
Dynamics Telephony Cog > Settings > Provider Account > DN