Category Archives: IT Guide

For IT to prepare, install and maintain Dynamics Telephony

Troubleshooting: EoD

If you get EoD when trying to make a call, here are the possible causes.

EoD means Error On Dial – so there was an issue making the call. Normally, this is due to an undialable number. So the first thing to check is that the number being dialled is valid.

If you are not properly connected to the phone system, you will get EoD on every call. So, try a number you know exists – like another extension or the voicemail system. If you cannot get to those, then you need to check your connection to the phone system.

If you need a prefix – like 9 or 0 – to access an outside line, check that is being inserted.

If you open the log file and search up from the bottom for “dial(” you will see the actual number being dialled. Make sure that is correct.

Create a Dialer Campaign

Use this procedure to add a set of accounts, leads or contacts to a queue for Dynamics Telephony to autodial them. You should already have a shared queue prepared – e.g. Priority Leads, or you can use the users personal queues, e.g. <John Smith>

NOTE use the original Advanced Find available in Advanced Settings. Otherwise, you will not get the extra phonecall fields indicated below. If you do not get the extra fields, then you can bulk edit the phonecalls created to add the extra field values. These field values allow your views to find campaign calls easily.

Steps:

  • Advanced Find the records (Leads, Contacts, Accounts) you want to add to the campaign.
  • Click Create Quick Campaign
  • Enter a name of the campaign
  • Select activity type as Phone Call
  • Check “Add created activities to a queue
  • Select the queue you want to use
  • NEXT
  • Enter a Subject for the phonecalls
  • Enter 1 as the Attempt for the phonecalls
  • For Queue, select the same queue as above.
  • Select YES for Dynamics Telephony Call
  • NEXT
  • Create

Phonecall Data Details

Dynamics Telephony will create a phonecall record for every inbound and outbound call it handles, and write detailed call data to it. The fields used are a mixture of standard and custom (those beginning with cts_) fields, as follows

  • Items marked with * are only available when server-side integration is enabled.

Activity Status (statecode) The phonecall could be open (e.g. a callback or a queued dialer call), completed, or cancelled (* e.g. an abandon callback that was cancelled due to the customer calling in again).

Actual End (actualend) Date and time the call ended at, after any wrap time.

Actual Start (actualstart) Date and time the call started at, i.e. started to be offered to the user.

Alerting Time (cts_incomingtime) The number of seconds the inbound call was ringing the users phone before it was answered.

Arrival Time * (cts_arrivaltime) The date and time the inbound call first arrived into the phone system. From this time, the call will probably have queued before being presented to the user.

Attempt (cts_attempt) For repeated attempts to contact a customer, via automatic (e.g. No Answer) or user initiated callbacks.

Call From (from) Lookup to the customer (inbound calls) or user (outbound calls) that started the call.

Call Outcome (cts_outcome) The outcome of the call. It might be an automatic outcome (e.g. No Answer), or a user chosen outcome (e.g. Callback, Not Interested, etc.)

Call Tag (cts_calltag) This is not used by the DT Client. You can use it to tag the call.

Call To (to) Lookup to the customer (outbound calls) or user (inbound calls) that was called.

Created By (createdby) The user or process owner that created this call.

Created On (createdon) For inbound and click-to-dial calls, the date and time the call was started. For dialer calls, the date and time the call was created – usually some time before it was presented to the agent for dialing.

Description (description) The notes for the call. Part of the note can be auto-created by Dynamics Telephony Client.

Direction (directioncode) Inbound, or outbound for click-to-dial and dialer calls.

DNIS (cts_dnis) The DNIS (number the caller called for inbound calls) or queue or skillset for inbound calls.

Due (scheduledend) The time a callback should be made at. This is filled by the DT Client depending on the Call Outcome. For dialer calls, the process creating the call might fill this too.

Duration (actualdurationminutes) The total duration of the call in minutes, including any wrap time.

Dynamics Telephony Call (cts_is_dt_call) A boolean indicating this phonecall was created by DT Client, or a process that wants to set this to true.

Hold Time (cts_holdtime) The number of seconds this call was put on hold by the user. If the call was put on hold multiple times, these are summed here.

Inbound Queue * (cts_inboundqueue) The name (or number if no name) of the queue the inbound call arrived on.

Last On Hold Time (lastonholdtime) Time and date the call was last put on hold by the user.

Left Voice Mail (leftvoicemail) If the user selects an outcome for the call, that is configured to “Tag as voicemail”, then this boolean field will be set.

Modified By (modifiedby)

Modified On (modifiedon)

Offer Time (cts_offertime) For dialer calls, the number of seconds the call was offering to the user before they clicked accept, and entered the Preview state.

Original Phone Call (cts_originalphonecall) A lookup to the first call in a chain of call attempts to contact a customer.

Outbound Route (cts_outboundroute) The name of the outbound CLI (Calling Number) used by this outbound call.

Owner (ownerid)

Pause Time (cts_pasuetime) For dialer calls, the number of seconds the user had the call in Pause state. Pause is when the Preview or Wrap timers are paused.

Phone Number (phonenumber) The callers phone number (inbound), or the phone number a user called (outbound)

Preview Time (cts_previewtime) For dialer calls, the number of seconds spent previewing the customer record before the dialer auto-dialed the call.

Previous Phone Call (cts_previousphonecall) A lookup to the previous call in a chain of call attempts to contact a customer.

Queue (cts_queue) For dialer calls, a lookup to the CRM Queue that holds (or held) the queueitem linked to this phonecall.

Recording URL (cts_recordingurl) A URL link to the audio recording of this call. Display it on a CRM form in URL format and you will be able to cick it to follow it.

Regarding (regardingobjectid) Lookup to the customer record.

Ringing Time (cts_ringingtime) For outbound calls, the number of seconds the call was ringing before the customer answered, or the user hung up the call.

Status Reason (statuscode) Open or received (the call was completed).

Subject (subject) The subject text of the call. Often this is filled automatically by the DT Client.

Talk Time (cts_talktime) The number of seconds the user spent actually talking. Excludes, for example, hold time, wrap time etc.

Total Time (cts_totaltime) The number of seconds for the call, from the moment it was offered/presented to the end of Wrap Time

Wait Time * (cts_waittime) The number of seconds the inbound call was waiting in the inbound queue on the phone system, before it was presented to a user.

Wrap Time (cts_wraptime) The number of seconds the call was in Wrap state. Wrap, when configured, starts when the call is hung up. Wrap time is after call time for making notes etc.

FreePBX Integration to Dynamics 365 CRM

Dynamics Telephony for FreePBX is a comprehensive integration yielding agent productivity improvements and customer service enhancements enabled by seamless integration between CRM and FreePBX, on both the agent desktop and server-side (e.g. IVR).

freePBX_plus_CRM

OUT OF THE BOX DYNAMICS 365 INTEGRATION
  • Unify FreePbx and Dynamics 365 in a single simple user interface
  • Embedded call controls in Microsoft Dynamics 365, unifying the desktop for your sales & service staff
  • Simplify your sales and service team’s workflow, reducing clicks, screens, and searches for up to 50% efficiency improvements
  • Pop relevant customer information at the moment of interaction for your staff on every call
  • Speed through outbound calling campaigns with the fully integrated progressive dialer
  • Capture call statistics, callbacks, next steps, call dispositions, automated follow ups & more within Dynamics 365
  • Auto-create links to call recordings in Dynamics 365 for easy access or connectivity to Microsoft Call Intelligence
  • Realtime dashboard of agents in CRM – Easy to listen-in to calls, whisper to agent or join the call
  • Centralised admin and simple install options
  • Comprehensive support options
UNIQUE FEATURES CREATED BY CLOSE INTEGRATION
  • Call recording playback in CRM of FreePbx call recordings
  • Per phone-call: click to listen to recording; queue, duration, agent, customer, transfers, outcome, IVR data,
  • Outbound Calling numbers based on CRM data
  • Use CRM data to route VIP callers to top of queue, or straight to their account manager
  • CRM data available for your IVR scripts.
  • Realtime display in CRM of calls with CRM data
  • Missed / abandoned calls – click in CRM to call them back
  • In-queue callback requests actioned in CRM.
  • Queue controls
RELATED POSTS

For full information on Dynamics Telephony, see https://dynamicstelephony.co.uk








Click-to-call for any phone.

This is a standalone feature that does not require the Dynamics Telephony Client.

This feature allows you to click on any phone number in a Dynamics 365 CRM entity, and the call is automatically dialed for you and ALSO logged in CRM for you automatically.

The system first rings your own phone (mobile, landline, smartphone app, anything). When you answer that, the system will bridge in the number you clicked on. So, no special integration or settings are required to get going. Simply provide your own phone number and you are ready to go.

CIF_C2D_01

Feature Highlights
  • Works on phone numbers within the following records: Contacts,  Accounts,  Phonecall activities,  Leads,  Opportunities, and Cases.
  • You can set your “Calling Number” to any phone number that you own.
  • Logs each call in CRM
  • Pops a quick-form for adding a note to the call.
  • Quick-form includes a Mark Complete button to save the note and complete the phonecall activity
  • Enable just on the CRM User Roles you want
  • Enable just on the CRM Apps you want.
User Guide
  1. You will know this feature is enabled for you by the presence of an expand-button  ( < ) just under your name – top right of the CRM page.
  2. When you click on the phone icon beside a phone number, the system will dial it.
  3. A panel will open on the right, to allow you change the call log. You can change the subject or notes (Description) of the call
  4. Click Mark Complete in the side panel when done to save the call log. the panel will close (hide).








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.








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.

Install The Client

Installation Guide for Dynamics Telephony Client with Microsoft Dynamics 365

1. Save the dynamicstelephony.application file from the installation link

pic1

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.

pic2

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

pic3

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








Per Team Settings

Dynamics Telephony settings out-of-the box are either Global or per-user. However, the Global settings are really for the default team called Global. You can add more teams, each with their own set of “global” settings. We call this a Settings Team

To add a new Settings Team

Go to Customize the System > Option Sets and find the option set “Dynamics Telephony Team”. Add a value to it (e.g. Team22 below) for your new Settings Team. Save – Publish All customizations.

Settings Team Optionset

If you have not already done so, Add the Dynamics Telephony Team optionset to your User Form in CRM.

Edit the CRM user you want to be the first member of your new Settings Team and select the value of Dynamics Telephony Team. NOTE the initial settings for the new Settings Team will be the same as this user.

For new or changed users

Set the users team:

Start the DT Client for this user and logon. You should get a message like this (if the selected team was Team22, for example):

Settings Team Changed

When you restart DT Client for the user, they are now in the new Settings Team. You can check the Settings Team in the About box. Any changes to their settings are now applied to everyone in the new Settings Team.

Settings Team About Box








Audio Troubleshooting

Use the audio control to make sure the right devices are set to speakers and microphone for DT Client

audio_controls

Make sure the correct ones are in use – marked with a green tick.

Clicking on the audio control button will MUTE / UNMUTE the call

If audio controls are not available on the DT Client toolbar, then you can enable them in Advanced Configuration. You need to restart your DT Client to see it. This is a global setting.

enable_audio_controls