Category Archives: CRM

CRM, IT Guide

Queue member management

Queue item flow can be controlled in standard CRM, and in Dynamics Telephony. The controls achieve different results explained below

CRM queue control

In Dynamics CRM, a queue can have members who are the only people that will receive queue items via Dynamics Telephony. You can add individual members, or you can add a team. You can easily remove individuals or teams from the queue too.

In this screen snap note the queue must be private in order to be able to specify queue members. Note how you can add or delete members. And remember to save at the end.

Access this form at Settings > Business Management > Queues and click on the queue you want.

crm_queue_member_control

Dynamics Telephony queue control

When you turn off a queue in Dynamics Telephony, it turns it off for all users.

 

 

CRM

Workflow to add phonecall for leads to my queue

This workflow will be available to a lead, or set of selected leads. It will create a phonecall for each lead and put it in your personal queue. Now, with Dynamics Telephony Queues enabled, you can process each lead using the progressive dialer.

How it is used

Filter down to the leads you want to add to progressive dialing. Select all and run the workflow per this screen shot.

add_due_phonecall_for_this_lead_to_my_queue_5

A more specific search can also be done using Advanced Find to get the leads that you need. Start by opening the Advanced Find window.

Advanced Find button

Next, make the selections needed in order to get the desired results. In this case, the search is for Leads that have an Address 1: County which Contains the text Tipp.

Advanced Find make selection

Click Results to bring back all the leads which fit the search, then run the workflow.

How to make the workflow

Two workflows are required for this to work correctly. An on-demand workflow as well as a child workflow must be created. The reason for this is to access the current user.

First, create the child workflow as per the screenshot below.

Lead to default queue - child workflow

Step 1 creates the phonecall setting the various fields as shown

add_due_phonecall_for_this_lead_to_my_queue_3

Step 2 create the queue item specifying the current users queue

add_due_phonecall_for_this_lead_to_my_queue_4

Now that the child workflow has been created and saved, the next task is to create the on-demand process which will call the child process.

Create a new workflow as per the screenshot below. This workflow is on-demand and uses entity lead.

Lead to default queue - main workflow

Step 1 is to update the lead so the “Modified By” user gets set to the current user. In this way, the next step can get the current user. This is a well known trick to access the current user.add_due_phonecall_for_this_lead_to_my_queue_2

 

Step 2 is Start Child Workflow. Select Lead from the dropdown to see the child processes on a lead entity. Then select the child process for the next selection by clicking the lookup.

Lead to default queue - child workflow properties

Once complete, ensure to activate both workflows.