Category Archives: Install

Make a setting global

Dynamics Telephony stores all its settings in CRM. Some are global and some are per user. You can change a user setting and make it global. This will mean that any new users will pick up that global setting as their default setting.

You might use this to, for example, make all new users use a particular telephony connector, when they first run. This would eliminate a manual configuration step that the user might get wrong.

In the following procedure, I will show you how to make a global setting that will default new users to use TAPI. The procedure is the same for other settings.

Set up Dynamics Telephony for one user and set their telephony to TAPI and their TAPI version to 2.1.
Close the Dynamics Telephony application

Run an Advanced Find in CRM on DialerKvTable to find the setting below
global_kv_tapi_1

 

Change the “scope” value to “global”, per this snap.
global_kv_tapi_2

 

Install a new user and they will default to TAPI 2.1

 

Client Rollout Options

Dynamics Telephony supports a number of client rollout options to make the experience trouble free for all organization sizes.

GLOBAL SETTINGS

All Dynamics Telephony settings are stored in CRM. This means you can pre-configure all users telephony settings. This can apply to any of the install options below. The items you would pre-configure are:

  • All users default telephony (e.g. TAPI, Skype for Business, etc. )
  • Individual user’s preferred telephony
  • Telephony setting such as server, username and password
  • Colors and preferences.

 

INSTALL OPTIONS

1. Install as click-once from Dynamics Telephony servers

This install can be done by end-users. the steps are

  1. Go to the install URL (that you would include in the instructions email)
  2. Download and run the setup.exe (If there might be security prompts in your environment, these should be dealt with in your instructions email)
  3. When prompted, enter the URL of the CRM (that you would also include in the instructions email)
  4. When Dynamics Telephony starts, go to Menu > Settings and pick your telephony provider from the list. For TAPI and Skype for Business, no further settings are required. For others, a username and password are required. NOTE you can also pre-configure all user’s settings in CRM to eliminate this step 4 completely. See GLOBAL SETTING above

We will help with defining this rollout procedure during the on-boarding process.

2. Install as click-once from your own server

Dynamics Telephony can provide you with the click-once install files for you to host on your own server. The install procedure would be the same as above. Advantages include:

  • No dependence on the internet-based Dynamics Telephony servers
  • Ability to prevent update rollout until you have verified compatibility with your needs.

Contact us for more information on this service.

Install from MSI

Dynamics Telephony can provide you with an MSI customized to your organization’s needs. Advantages include:

  • Enables a completely silent install with no intervention from the user or IT.
  • Specify the CRM URL for the user to use – normally this is entered by the user. With an MSI, this can be pre-configured.
  • All other settings, such as the users telephony settings, can be pre-configured too per GLOBAL SETTINGS above.
  • Customize aspects of the install such as application location, additional help files, shared phone-book location.
  • Ability to prevent update rollout until you have verified compatibility with your needs.
  • Additional customizations such as registry entries to simplify telephony driver install.

Please contact us for more information on this service.

Service User

Dynamics Telephony uses a CRM User we call the Service User. Dynamics Telephony uses the Service User in the background for various install and config tasks. The Service User has sysadmin role in CRM.  You should restrict the permissions once the initial install is done.

If you want to use 2-factor authentication for the Service User, then you will need an App password per this Microsoft article here. Alternatively, you should use a strong password for the Service User.

If you need to change the Service User password, then it is best to change it in Dynamics Telephony at the same time as you do it in 365. Have one Dynamics Telephony client open at… > Settings cog > Settings > CRM Configuration. Then make the change in both places and restart all Dynamics Telephony clients.

If you change the password and get locked out of Dynamics Telephony, then follow the procedure below.

YOU ONLY HAVE TO DO THIS ON ONE PC

  • Find dynamicstelephony.exe It is in a folder like:
    C:\Users\user_name\AppData\Local\Apps\2.0\5EMKZVJH.CCT\1V5NVG3J.RQX\dyna..tion_a5dd519732421760_0002.0000_e6f31e9e898701bc
  • Right-click on the EXE and make a shortcut
  • Edit the shortcut and add “/admin” at the end like this

admin_shortcut

Now, when you run Dynamics Telephony using this shortcut, and the connection to CRM fails, you will a the dialog where you can change the service user and password.

Role secured features

You probably want to restrict what settings and controls normal users can see in Dynamics Telephony.

To do this, you must add some security roles in CRM as detailed below. If you do not add these roles and assign them to certain users, then all users will have full access.

Dynamics Telephony uses 2 CRM roles to enable security features.

roles_for_dt

NOTE: These roles just need to exist. They do not need any permissions assigned.

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

settings_access

 

For full lockdown you might restrict all but Log File and  Provider Account (to allow telephony re-configuration)

 

 

ROLE: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.

The best is not to assign this role to any user until you need it.

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 1: Check .NET 4.6.2 is installed. If not, you can use this link to install it: https://www.microsoft.com/en-ie/download/details.aspx?id=42642

Solution 2: Check Visual C Runtime 2015 installed. If not, install the 32-Bit version from https://www.microsoft.com/en-ie/download/details.aspx?id=48145


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


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..see here
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.


9. Getting message “Cannot connect to CRM…” AND logfile has “..An unsecured or incorrectly secured fault was received from the other party..”
Solution 1: Check client PC and server properly synced to a time server. Check Microsoft KBs for updates related to time / DST for your country.
Solution 2: The Service User (background user) must not use 2-factor authentication. Make a special Service User, with a very strong password,  for Dynamics Telephony to use, that does not use 2-factor authentication. See here.

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.

Also…:
C:\Users\user_name\AppData\Local\VirtualStore\Program Files (x86)\Dynamics Telephony
and
C:\Users\user_name\AppData\Local\Dynamics_Telephony

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

New log file location (V3+):
C:\Users\user_name\AppData\Roaming\CT Solutions\DynamicsTelephony

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+);.*