Category Archives: Telephony

Omnichannel & Avaya AACC Blended

Currently, users on Avaya AACC and Microsoft Dynamics 365 Omnichannel, have to manually keep themselves in the right status on each system. So, when they are on a voice call in Avaya, they have to manually set themselves to Do Not Disturb in Omnichannel. And when they are too busy on Omnichannel, they have to manually go Not Ready in Avaya AACC.

Furthermore, the real-time displays and reporting on each of the two systems is completely unaware of the other system. So, a supervisor might think a user is simply “Not Ready”, when in fact they are very busy on chats with customers.

These are major pains and leads to lack of adoption of one system or the other.

Now, Dynamics Telephony does the synchronization automatically for you. When you are on a voice call, your status in Omnichannel will show “On Phone Call”, and you will not be sent any chats. When you are busy on chats in Omnichannel, your status in AACC will be “Not Ready – On 2 Chats” and AACC will not send you any voice calls. NOTE these features are in addition to our other AACC Features


This is a major innovation allowing users to seamlessly work on Omnichannel and Avaya AACC in the one blended environment.

See a short presentation of this feature on YouTube here.

How It works

Because Dynamics Telephony has access to both Avaya AACC status and Omnichannel status, it can monitor and control both systems. Using this capability, it implements 2 rules:

  1. When you are on N chats in Omnichannel, it will auto-select a status (e.g. Not Ready – On 2 Chats) for you in Avaya AACC. When you are back on <N chats, it reverts you to Ready in AACC.
  2. When you are on a voice call in AACC, it will select a particular presence (e.g. Do Not Disturb – On Phone Call) for you in Omnichannel. When you end the voice call, it will make you available in Omnichannel again. You need to define a custom presence in Omnichannel Admin of type Do Not Disturb with a label such as “On Phone Call”.
Reports & Realtime Displays

Because Dynamics Telephony is keeping your status in each system correctly synchronized, your reports and real-time displays in each system can show the full picture. So, your Omnichannel report can include the number of times and duration of the “On Phone Call” presence. Similarly, your data in Avaya AACC can include the number and duration of “On 2 Chats”.


The following settings control how the blending works.

OC Omnichannel – Check this box to enable the Omnichannel (OC) blending features.

OC Max Chats and OC Max Chats Reason – When the number of chats being handled by the user in Omnichannel gets to OC Max Chats, then the Not Ready reason in AACC is automatically selected. The reason selected is the one with label defined in OC Max Chats Reason (case sensitive)

OC Voice Call Presence – When the user is on a voice call in AACC, this presence is automatically selected in Omnichannel. Case sensitive. Leave blank to disable this feature.

OC Voice Application – From the list, select the Dynamics 365 Application to use for Avaya AACC voice calls. It is very unlikely you will want to use the Omnichannel Application with voice calls.



Jive Settings

You need to get your username and password for Jive. The username is a long cryptic string like 4rty56wedkjfh74kf47ASdffd65855QER

The following table highlights the specific settings you should apply in Dynamics Telephony:

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
DTMF Mode DM_Inband
Expires 180
Stun Server e.g. A public STUN server
Username e.g. 4rty56wedkjfh74kf47ASdffd65855QER SIP/Authorization ID
Password SIP Password
Host Name E.g. SIP Registrar
Auth Username e.g.
Same as username above
Domain Name * A single
asterisk ‘ * ‘
Proxy address e.g.
Proxy for outbound on Jive. Your domain is the domain your company registered with Jive
Transport Mode TM_UDP


Gamma Horizon Hosted Phone System

Dynamics Telephony is verified as compatible with Gamma Horizon Hosted Phone System.


Dynamics Telephony interfaces to Gamma Horizon using their TAPI interface. You need to contact your Gamma Horizon provider to send you the TAPI Driver for your system. You can preview the installation guide HERE


  • You will need to log onto the PC as Administrator to do the install
  • You will need the Horizon Client username and password for each PC. You may get these in your email with the install link.
  • If you use network port blocking, other than Windows Firewall, you may have to open over port 21050
  • You can skip “Step 1 – Options” in the install guide above and go to Step 2 – Username and password.

You can test the install using the Windows Dialer application that is on every PC. More details in the install guide referenced above.

Asterisk Queues

Dynamics Telephony brings Dynamics CRM and Asterisk Queues together, providing features such as:
– Login / logout
– Set your availability status – auto-join your queues
– Join / leave an Asterisk Queue from within Dynamics Telephony
– See real-time statistics for a queue in dynamics Telephony
– See number of calls waiting per queue
– Supports multiple Asterisk Queues


Real-time statistics

The following can be shown to the agent, per queue:
<<Queue>> The queue number as configured in Asterisk
<<Name>> Name for the queue based on matching in setting file
<<Available>> Number of agents in the queue but not on a call
<<Callers>> Number of callers in the queue waiting for an agent
<<HoldTime>> Average hold (queueing) time for callers
<<LongestHoldTime>> Age of the oldest call in the queue still waiting for an agent
<<TalkTime>> Average talk time for this queue
<<LoggedIn>> Number of agents part of this queue

Use the <<placeholders>> shown when configuring the display. For example, in the display above, the configured string is: <<Name>>|  AGTs:<<LoggedIn>> CWT(s) <<Callers>>(<<LongestHoldTime>>)

How it works

Our integration of Dynamics CRM and Asterisk Queues uses a single connection to your Asterisk Server. This connection ensures minimal load on your asterisk while providing a reliable and auto-reconnecting link for the Dynamics Telephony clients.

This is an optional module for Dynamics Telephony. A Windows server is required for this proxied connection – VMs are supported. The real-time statistics are updated ever 10 seconds – configurable.

DT Clients can be running on local network, or remote through a firewall. Remote Desktop, Terminal Services and Citrix are also supported.

3CX Settings

You can use SIP (phonecalls are via PC headset) or TAPI (phonecalls are via deskphone) on 3CX with Dynamics Telephony inbound and outbound dialer on Microsoft Dynamics 365.

For TAPI, follow these steps

1. Get the 3CX plugins from here

2. Run the setup and pick TAPI from the list of components to install

3. Restart the PC

4. Start Dynamics Telephony and launch Settings from the menu
– Pick TAPI from the Telephony Provider list
– In Provider Account set TAPI Version to 2.1

You should now be controlling your desktop phone

– Try running Dialer from Start Menu > Run
– Select menu “Connect Using” and make sure 3CX driver in list
– If you have more than one address controlled by TAPI, you will need to specify it in:
Dynamics Telephony Cog > Settings > Provider Account > DN

ShoreTel TAPI

Simply select TAPI from the Telephony Provider list in Settings General Settings

If you have your TAPI set up to only have one line per TAPI user, then you are done!

If you have multiple lines, then you can enter the line to use in the DN box, in Settings > Provider Account

Demonstration Mode

Demonstration mode is for when you want to test or demonstrate Dynamics Telephony without the complication of connecting it to a telephone system. You can test all Dynamics Telephony features using this mode.

In demonstration mode, a second window is shown called “Customer Phone” – see it on the left in this screen shot


Using this “Customer Phone”, you can simulate a customer calling in to Dynamics Telephony using the “Make Call” button. Fill in their phone number first and you will see their record pop in Dynamics Telephony. Use the “Make call to number..” box to simulate DNIS calls.

Similarly, when you make a call from Dynamics Telephony, using click-to-dial or the Progressive Dialer, you can simulate the customer answering by clicking the Answer button

Setting up demonstration mode

Once Dynamics Telephony is installed, go to the
Cog Menu > Settings

In there, pick General Settings

The first item on the list is Telephony Provider – pick Simulator from the list.


Norstar BCM 50/450 TAPI

1. Check you have “LAN CTE” licences on your BCM.

Open the Business Element Manager from:
Start > Programs > Avaya ( or Nortel ) > Business Communication manager > Business Element Manager.

In Network Elements, select the IP address of your BCM, enter credentials and click Connect.

In the Task Navigation Panel, expand the System folder and select Keycodes. Check the LAN CTE feature is active and has sufficient seats (in the Data column)


For more information on keycodes, see this document from Avaya.

2. Install & Configure LAN CTE

LAN CTE is the interface between your PC and your BCM Telephone system. LAN CTE includes a TAPI Driver that Dynamics Telephony uses to monitor and control your BCM telephone.

Follow the comprehensive instructions in this document from Avaya. These are for BCM R6, but should be similar for other versions.

Dynamics Telephony supports one TAPI DN (BCM extension phone number). Make a note of the DN for the next step.

3. Configure Dynamics Telepony for TAPI

Finally, in Dynamics Telephony
> Settings > General: set provider to TAPI
> Settings > Provider Account: Set the DN to your extension number



This is an overview of the installation and testing of TAPI for Cisco Call Manager sites. This is required on each agent PC.

Detailed Instructions are in the Cisco TAPI Developer Guide here

See here to find out if your environment is supported by Cisco

btn_FreeTrial btn_MainSite

The list of supported Cisco devices is here

1. Download the software from CUCM Admin


2. Run the installation. Here are some relevant screen shots



3. Once installed, access the configuration from Start Menu or the System Tray Icon shown below


4. Configure user on CUCM for CTI
a) Check the “Enable CTI Control” checkbox for the user.
b) Set the Access Control Group for the user to CTI Enabled etc. Read the CUCM help.



NOTE: Check this config if you see (later):




5. Configure user and server per these screens





YOU MUST RESTART YOUR PC AFTER EVERY CHANGE ON THE CLIENT – e.g. even if you re-enter the password.

Log file: see: C:/Temp/cisco folders


6. To test, you can use Microsoft Dialer which is on every PC

Run > Dialer.exe

Menu: Tools > Connect using
– Choose Cisco from the list
– Make a call

7. For advanced debug you can use Julmar Phone from here

Run phone.exe from the download above and test per this screen and instructions below it


a. Pick your phone from the list
b. Pick your line
c. Click Start Session
d. Enter a phone number
e. Click Make Call

7. Configure Dynamics Telepony for TAPI

Finally, in Dynamics Telephony
> Settings >    – General: set provider to TAPI
> Provider Account: Set the DN to your extension number

Avaya IP Office and TAPI

Avaya IP Office connects to Dynamics Telephony using TAPI. No extra licences needs to be purchased from Avaya for TAPI. Please see the document linked below for getting your Avaya IP Office TAPI installed and configured:

 – You only need the licence-free  TAPILink Lite. It is the same installer as Pro, but you use “Single User Mode”, NOT “Third Party Mode”.
 – Dynamics Telephony uses TAPI2
 – It IS NOT necessary to install the WAV driver as well (see chapter 2 in above document)
 – The user and password is the username you use to logon to Avaya softphone.
 – DevLink is not required.
 – NOTE: Generally, you need to restart Windows for any TAPI configuration change, including simple password changes.
NOTE: you should configure all users that will be controlled as an off-hook station. This will cause the user’s phone to return to the idle state when a call is hung up using TAPI. Without this option set, the phone will remain in a disconnected state until the phone is hung up manually. The off-hook station check box can be found on the Telephony tab of the User’s setting in Manager.
You can configure the TAPI Driver in the Advanced tab of the Phone & Modem control panel.
To verify the installation, you can use the Dialer application that is part of Windows. Run > Dialer. In the Tools menu, select Connect Using.. and find your line
Finally, in Dynamics Telephony > Settings >
   – General: set provider to TAPI
   – Provider Account: Set the DN to your extension number. NOTE you can leave this blank if there is only one TAPI line available on your machine.