When you do a click-to-dial in Dynamics 365 CRM, a new phonecall activity is automatically opened in CRM for you. Your telephony connector (e.g. Dynamics Telephony) may 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 Dynamics 365 CRM creates.

UPDATE: Dynamics Telephony now has a setting to disable this click-to-dial phonecall popout for all CRM Entity Forms, and for all versions of Dynamics 365 CRM up to and including 9.2. See Dynamics Telephony Menu > Settings > Click to dial Configuration: Block CRM Phonecall [ON/OFF]

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 below

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.

Dynamics Telephony is perfect if you use CRM Opportunities, where it can pop Opportunities (if there are any open for the caller) or pop the callers Contact record. Furthermore, the phonecall activities are logged against the Opportunities as appropriate.

Even better, you can use the Dynamics Telephony Queues Dialer feature to auto-feed Opportunities to users for processing, including calling the customer. Opportunities can be added to the Dynamics Telephony Dialer Queue just like any other entity.

How to get Dynamics Telephony to pop an Opportunity based on the callers phone number

In Dynamics 365, Opportunities have no phone numbers by default. So you need to add one, or more, for Dynamics Telephony to search for. It does not need to be put on the opportunity form itself. Add a custom field to the Opportunity entity. Set it as a “Single Line of Text” (format: phone) field that is calculated based on the related contact phone number. You can add multiple phone-number fields if you like. See here for how to add the field.

TIP: Set a condition that the opportunity must be open (status=active) for the phone number to be populated. In this way, only open opportunities will match and pop.

In the custom entity dialerKVtable, add an entry for each custom field created above..
type: phone
Value: new_telephone1 – the name of custom field
scope: global
Parent: <blank>
Name: incomingLookup_opportunity
Key: 1 – the order of lookup in this entity. If you add multiple phone numbers in the opportunity, be sure to increment this for each entry.

Also in dialerKVtable entity, add another two entries as follows for the primary text to display
Key: opportunity
Name: entityPrimaryNames
Parent: AppSettings
Scope: global
Type: string
Value: name *

Key: name *
Name: incomingLookup_opportunity
Parent: <blank>
Scope: global
Type: name
Value: name *

NOTE: The above will display the Title of the opportunity. You might prefer to create another custom field on the Opportunity that combines customer name and Title. This will be useful for multi-match. It must be a string custom field. Replace “name” above with your custom field name (3 places marked *)

In Dynamics Telephony settings > Inbound set..
Lookup entities: opportunity

TIP: If you set above to “opportunity,contact” then Dynamics Telephony will pop the contact if there are no open opportunities. However, if there is one open opportunity you will get a multi-match to choose between the opportunity and the contact.

Dynamics Telephony is perfect for a Service environment, where it can pop Cases (if there are any open for the caller) or pop the callers Contact record. Furthermore, the phonecall activities are logged against the cases as appropriate.

Even better, you can use the Dynamics Telephony Queues feature to auto-feed cases to users for processing, including calling the customer.

How to get Dynamics Telephony to pop a case (incident) based on the callers phone number

1. In Dynamics 365, Cases have no phone numbers by default. So you need to add one for Dynamics Telephony to search for. It doe not need to be put on the cases form itself.

   Add a custom field to the Case entity. Set it as a calculated field based on the related contact phone number

   TIP: Set a condition that the Case must be open (status=active) for the phone number to be populated. In this way, only open cases will match and pop.

2. In the custom entity dialerKVtable, add an entry for each custom field created above..

   type: phone
   Value: cts_businessphone name of custom field
   scope: global
   Parent: <blank>
   Name: incomingLookup_incident
   Key: 1 the order of lookup in this entity

3. Also in dialerKVtable entity, add another two entries as follows for the primary text to display

   Key: incident
   Name: entityPrimaryNames
   Parent: AppSettings
   Scope: global
   Type: string
   Value: title

   Key: title
   Name: incomingLookup_incident
   Parent: <blank>
   Scope: global
   Type: name
   Value: title

   NOTE: The above will display the Title of the case. You might prefer to create another custom field on the case that combines customer name and Title. This will be useful for multi-match. It must be a string custom field. Replace title above with your custom field name (3 places)

4. In Dynamics Telephony settings > Inbound set..

   Lookup entities: incident

   TIP: If you set above to “incident,contact” then Dynamics Telephony will pop the contact if there are no open incidents. However, if there is one open incident you will get a multi-match to choose between the incident and the contact.

To call a customer from an Opportunity Form means you have to open the associated Contact and make the call from there. This also means that the phonecall record created in CRM is associated with the Contact in general, rather than the specific Opportunity.

Follow this procedure to add Phone Number fields to your Opportunity form.

In summary, the process is to add a calculated, custom field (of format “Phone”) to the Opportunity form.

1. Go to Settings > Customizations > Customize the system
2. Go to Entities > Opportunity > Fields and click NEW
3. Set the field properties per this snap
   
4. Click EDIT to set the calculated field properties per this snap
5. Close and save everything and Publish All Customizations

Now you just have to add the above created field to your Opportunity Form. It will be a clickable phone number that you can use with Dynamics Telephony click-to-dial, or Skype/Lync click-to-dial

Publish all customizations again.

Well, might not be 10 yet, but will be as soon as I can get around to completing this post.

You can add for one agent to process (Personal CRM Queues) or(for multiple agents to process (Shared or Team CRM Queues).

Our Progressive Dialer will allow you to process a large amount of phone-calls in the most efficient way. The calls can be processed by one or multiple agents, using Dynamics Telephony queues-based Progressive Dialer

This is the procedure for starting with a CRM Advanced Find, of contacts, accounts or leads, and adding them to a CRM Queue which Dynamics Telephony is monitoring and feeding to agents, for them to process and dial using Progressive Dialer

A. Create a new queue in CRM
1. CRM: Settings > Business Management > Queues
2. NEW Queue
– Give it a name
– Choose “Public” (any user can see), or Private (only assigned users can see it)
– Save and Close

B. Configure Dynamics Telephony to monitor the queue
1. DT: Cog > Queue Settings
2. Add a new queue using the ” + ” at the bottom
3. Select the queue you made in A above.

C. Add items to the queue ( repeat this section as often as you like )
1. Run Advanced Find to find your required Contacts, Accounts or Leads
2. Select All and, on the ribbon, click “Quick Campaign” > “For all records on all pages”
– Give the Quick Campaign a name. Click NEXT
– Set “Phone Call” as activity type
– Checkbox “Add the created activities to a queue”
– Select the queue. Click NEXT
– You just need to fill in “Subject”.
NOTE This “subject” is reported in the Dynamics Telephony statistics. I usually use something like “Widget A renewals Jan 2016”

Now go “Ready” in DT and the items should come through. Of course, there may well be other items in other queues first so test with care.