Category Archives: Telephony

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

agent_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
https://www.3cx.com/blog/releases/crm-plugins/

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

Troubleshooting:
– 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

sim_cust_phone

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)

bcm_keycodes

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

 

Cisco CUCM TAPI

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

tsp_install_1a

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

tsp_install_2

 

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

tsp_install_3

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.

cucm_cti_user_config_1

 

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

tsp_install_7

 

 

5. Configure user and server per these screens

tsp_install_4

 

tsp_install_5

 

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

tsp_install_6

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:
http://www.ipofficeinfo.com/pdf/CTI_Link_Installation_Manual.pdf

NOTES
 – You only need the licence-free  TAPILink Lite
 – 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.
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.

Vonage Settings

You need to add a Softphone Device to your Vonage Extension. Vonage allow up to 3 devices on an Extension. See here for details of how to do this.

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

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
Provider
Configuration
DTMF Mode DM_Outband This is RFC 2833
Expires 1800
Provider
Account
Username e.g. VH123456 SIP/Authorization ID
Password SIP Password
Host Name E.g. sip-1234.accounts.vocalocity.com Registrar
Domain Name * A single asterisk ‘ * ‘
Transport Mode TM_UDP

 

Evolve IP Settings

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

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
Provider
Configuration
DTMF Mode DM_Outband This is RFC 2833
Expires 1800
Provider
Account
Username e.g. 6107654321 SIP Authorization ID. You can arrange with Evolve IP for a “Shared Call Appearance” if you like
Password SIP Password
Host Name voip.evolveip.net Evolve IP Domain or Realm. If this does not work use the Evolve IP proxy Address (could be voip-b.evolveip.net)
Domain Name * A single asterisk ‘ * ‘
Proxy Address Blank.
Transport Mode TM_UDP

ShoreTel On Site Settings

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

Dynamics Telephony Tab Dynamics Telephony Setting Value Comment
Provider
Configuration
DTMF Mode DM_Outband This is RFC 2833
Expires 1800
Provider
Account
Username e.g. 7788 Extension number on ShoreTel system.
Password SIP User Password
Host Name E.g.10.11.12.13 IP address of the SIP Domain or Realm.
Domain Name * A single asterisk ‘ * ‘
Proxy Address Leave blank
Transport Mode TM_UDP