Category Archives: Install

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

Troubleshooting Client Install

1. Application won’t start
Solution: Check .NET 4.5.2 is installed. If not, you can use this link to install it: https://www.microsoft.com/en-ie/download/details.aspx?id=42642


2. Application won’t start
Solution: Full reinstall client, including deleting folder CONTENTS of C:\Users\user_name\AppData\Local\Apps\2.0


3. Error message “..entry point ucrtbase.terminate …not be located …api-ms-win-crt-runtime…”
Solution: Try installing https://www.microsoft.com/en-ie/download/details.aspx?id=52685
IMPORTANT: For both 64-bit and 32-bit systems, you need the 32-bit version of the install.



4. SIP settings not saving and Log file says: “Unable to load DLL ‘pjsipDll.dll': The specified module could not be found.”
Solution: Try installing VC 2015 Redistributables: https://www.microsoft.com/en-us/download/details.aspx?id=52685
IMPORTANT: For both 64-bit and 32-bit systems, you need the 32-bit version of the install.


5. There is no log file in same directory as DynamicsTelephony.exe
Solution: Make the parent folder read-write for All Users


6. Cannot logon. Logfile has “…a reference that cannot be resolved: ‘https:…” when connecting to a CRM with Certificate issues.
Solution: Fix the certificate issue. Temporarily try entering the “Organization Url” in settings. You get this from CRM at Settings > Customization > Developer Resources – Organization Service.


7. Getting message “Invalid URL”
Solution: Append main.aspx to the URL. e.g. mycrm\main.aspx


8. Getting message “User is not a System Administrator” on non-English CRM
Solution: Make sure the role the user is assigned is exactly named System Administrator


9. Getting message “Cannot connect to CRM…”.
Solution: Check CRM connection in a browser. If it is OK, then run DynamicsTelephony.exe /admin and re-enter the master Dynamics Telephony user password.
IMPORTANT: ONLY do this if ALL users are having this EXACT issue. Otherwise, Dynamics Telephony may stop for ALL USERS. This issue usually only arises during first client installs.
You will find DynamicsTelephony.exe in a directory similar to:
C:\Users\user_name\AppData\Local\Apps\2.0\5EMKZVJH.CCT\1V5NVG3J.RQX\dyna..tion_a5dd519732421760_0002.0000_e6f31e9e898701bc


9. Getting message “Cannot connect to CRM…” AND logfile has “..An unsecured or incorrectly secured fault was received from the other party..”
Solution: Check client PC and server properly synced to a time server. Check Micorosoft KBs for updates related to time / DST for your country.

Application Directories / Uninstall Client

Client Uninstall

Uninstall is from the Programs And Features Control Panel

For complete uninstall, you should clear the following directories too

Default settings, dialer queue cache:

C:\Users\user_name\AppData\Roaming\CT Solutions\DynamicsTelephony

NOTE: files in this folder are preserved through upgrades. the Config.crm file in this folder is the connection to CRM so it can be pushed out to users (from a working client), so that new users do not have to enter connection info.

Application, including log file:

C:\Users\user_name\AppData\Local\Apps\2.0\24K624J6.1JJ\C96BM7WW.MRL\dyna..tion_8855e60ab9a52988_0002.0000_9c0f5092a33ef22f

System Uninstall

To uninstall all entities from CRM, you use the Uninstall System on the Dynamics Telephony COG Menu.

NOTE: You will not see this item unless your CRM user has a Role called “Dynamics Telephony Uninstall” – the role does not need any special permissions.
ALSO, you need to have it allowed under Admin Only Access in the Dynamics Telephony settings

Phone Number Matching in CRM

Dynamics Telephony uses an advanced algorithm to match incoming phone numbers with phone numbers in your CRM. Dynamics Telephony will successfully math in the vast majority of situations. It can handle number formats in your CRM such as

(613) 555 1212
+44 1628 555 1212
45 56 67 78

Sometimes you will find that the callers number is not found in your CRM due to pattern matching problems. For example, you might find that the callers number is coming in with a “Tel:” or “Sip:” prefix and the phone numbers in your CRM do not have this prefix. In these cases, use the RegEx pattern match setting to fix the incoming number as follows:

Settings > Inbound Configuration : Regex Phone Number:

  • For Lync or Skype you must use: tel:\+(\d+)
  • For SIP you must use: sip:(\d+);.*
  • For all other CTI Providers use: sip:(\d+);.*

 

 

Log file retrieval

The Dynamics Telephony log file is required if you have to report an issue. There are two ways to locate it.

Method 1

There is a link in the application to retrieve it. Use “Save As..” to save it to a convenient location and then attach it to the email to us.

retrieveLogFile

 

 

Method 2

The file can be retrieved at the following location. If you do not have permission to access this location then you need to speak with your IT Administrator.

C:\Users\<user name>\AppData\Local\Apps\2.0\24K624J6.1JJ\C96BM7WW.MRL\dyna..tion_a 270756c9f763890_0001.0000_4feb31afd316143a

The detailed path of the last three folders above may be different on your PC.

The log file is named: DynamicsTelephony.NN.log  Where NN is the day of the month.

 

First Client Install

The FIRST time you install a client requires special procedures. Follow the instructions below.

What you will need:
  • Telephony Registration Details (e.g. for SIP you need the SIP server/host, username and password)
  • URL to your CRM instance. IMPORTANT: This URL must be correct. To get this URL, logon to your CRM in a browser. When logged on COPY the full address from the address bar and paste in step 5 below.
  • Username and password for a Dynamics CRM user that has “System Administrator” role. This user is used in the background by Dynamics Telephony to peg statistics etc. We recommend you set up a dedicated user for this purpose. This user is referred to as dt_user below
  • Once you have the above, the install will take less than 10 minutes.
Steps
NOTE: Use ALT+TAB to find the install window if you move away from it
  1. Go to the link sent to you in your contract email and click Install Now to download the  click-once installer (setup.exe).
    install_1_website
  2. You may be prompted to install Visual C++ Runtime before the main install of Dynamics Telephony, if it is not already present on your PC.
  3. Run the installer, and follow on-screen instructions. It takes less than a minute. Depending on your virus checker and environment, you may have to click to trust the publisher a few times.
  4. Dynamics Telephony starts automatically. You may have to use Alt+TAB to find it as it is not on the task bar at this stage.
  5. Enter the base CRM URL determined in “What you will need” above in the screen shown
    enter_crm_uri
  6. Only for first time install of the first client, enter username and password as shown below. Once Dynamics Telephony connects to the server it will create the Dynamics Telephony tables and dashboards in your Dynamics CRM instance.
    settings_crm
    NOTE: If this step has been done before, then all the fields in the screen above will auto-fill once you enter the CRM URL and click/tab out of that field.
  7. This part takes about 10 minutes. You will see progress messages such as this one…
    install_2_progress
  8. Once installation completes, from within Dynamics Telephony, logon to Dynamics CRM as a normal user, (not the “dt_user”, although this is allowed).
  9. Go to Menu > Settings, in the default (General Settings) tab, select the type of telephony provider you want to use (Default is SIP).
    settings_general
  10. Then click the Provider Account tab. Fill in your own Specific telephony settings as highlighted below. Make a test call to verify connectivity.
    settings_provider_account
  11. If you have Windows Firewall running, you may be presented with an “Allow Access” dialog. You must allow this access for Dynamics Telephony to run.
  12. Restart the client and make a test call