Category Archives: News

Dynamics Telephony news and customers

Release Notes – Nov 2019

Version 3.0.7332

As always, updates have always been applied to support the latest version of Dynamics 365 CRM, online and on premises.

The Search Algorithm has been further improved for speed and accuracy

For the Avaya CCT connector, we have added support for Not Ready Reasons. So now your agents can choose Not Ready reasons like BREAK, MEETING etc right in Dynamics Telephony. More here.

A Scripting Pane has been added to the product. This gives the user an area for displaying a call script, displaying a related CRM record or displaying related info from some other browser based system. More here.

A Custom URL to pop for inbound or outbound calls can be defined. This allows you to display a completely customized page for your users. the page can be uniquely defined per DNIS and outbound queue. More here.

You can now optionally log Missed Calls. these can be logged in the CRM record of the caller as well as the agents own call history of recent calls in the Dynamics Telephony client.

An outbound outcome can be marked as Require Connect. This prevents users from selecting it before the customer answers the call. This is an aid to prevent “Cherry Picking” and preserve outcome accuracy.

Enhanced Callback Request Form allows users to set a callback for another user, change the callback number and change the Regarding reference.

There are now additional outbound queue item selection criteria that mean you can now have full control over how the next item in the queue it selected for popping to an agent to dial. Criteria include queue priority, item priority, outcome priority, due date, and order of arrival into CRM.

You can separately define a Wrap Time value for inbound an outbound calls.

For click-to-dial calls you can set to deal with them in a new window or remain on the current window

The Report Issue functionality allows users to quickly report an issue to your IT department, complete with issue description, a screen snap and the necessary log files.

There is now an option to bring Dynamics Telephony to the front on idle. this is useful to remind the user to complete any notes in CRM at the end of the call.


Release Notes – Nov 2018

Version 3.0.6978

Support for Unified Interface Applications was added. This allows each user to startup using a specified Unified Interface Application and subsequent calls use the same application

Block CRM phonecall on click-to-dial means that the annoying popout that CRM creates when you do a click-to-dial can be blocked. Instead, Dynamics Telephony can silently create a record of the call with all information, including duration, correct.

Google phone library support means that click-to-dial and dialer calls are dialed accurately even when the phone number stored in CRM is missing area or country codes.

Our optimized search algorithm means that millions of records can be search in seconds. this means the inbound screen pop is fast, even if you have millions of records to search.

Outcome rating for Gamification allows you to put a score against each outcome and then aggregate those to feed your gamification program, or other measurement programs.

You can now define Outcomes per queue. This means that different outbound campaigns can have different Outcome buttons – specific to their needs. Furthermore, personal queues can also have specific Outcome buttons

We have developed a set of workflows and plugin to allow easy management of queueitems. These are available through Develop Support and enable easy create, move, due date, and cancel of queue items that Dynamics Telephony queues dialer is managing. They also overcome the limitations of Quick Campaigns.

The agent realtime display has been enhanced to include columns such as state, time in state, number of calls, outcomes and total these for the day. It also adds formulas to create columns like: number of calls per hour.

API Enhancements enable even more solutions like populating fields in your phonecall records such as Call Result and Attempt Number.

A new system option to add a link to a call recording to the phonecall record. This link allows playback of the call recording from your own call recording system. furthermore, we can copy recent recordings to CRM for anyone to playback – e.g. salespeople on the road.

Release 3 available on Beta

We are pleased to announce the availability of Dynamics Telephony on Beta controlled release. This version has the following changes/enhancements:

  • Uses the Chrome browser engine for increased performance and a more responsive user interface.
  • Improved user experience pops a new Window for each new call, instead of a new Tab
  • Popped out windows are all telephony enabled.

Installation Notes

For this Beta release, be sure to set “Use Tabs” and “Close on Idle” OFF per this snap:use_tabs_setting

Release Notes – Jul 2017

New or changed features this version. Version 2.1.6357

New Dynamic Outcomes. Now you can have a different set of outcomes depending on various factors. See here

New Busylight is a physical lamp that shows the agent status. See here.

New Report an Issue feature gives users an easy way to send screenshot and logs for a CRM or DT issue to support. See here.

For security reasons, log files now do not contain details of DTMF sent to IVRs by users

Inbound Missed Calls can be recorded in CRM as phonecall activities with “Missed Call”

Enhanced Phonebook with your contacts and 7 days of Call History. See here.

Release Notes – Aug 2017

New or changed features this month. Version at the start of this month was 2.1.6422

New General Setting: “Validate Internal” – controls whether internal calls must have all mandatory fields filled in on the popped form. Only comes in to play when General Setting “Validate Form” is ON. Internal calls are where callers number EQUALS Provider Configuration setting “Extension Length”

New General Setting: “Internal Phonecalls” – determines if a phonecall activity is automatically created by DT for an internal call.

New General Setting: “Daylight Saving Adjust” controls whether DST is taken into account on datetimes that DT writes to CRM. Adjust this depending on whether DST is enabled on your CRM server.

DT now takes into account the users and the server’s timezone when writing datetimes to CRM. You need this version if your datetimes are incorrect. For example, in phonecall start and end times. For this feature to work best, you need Crm Configuration setting “Impersonate User” ON, and to specify the Organization Uri in Crm Configuration.

Internal calls and Missed Calls are now included in the Call History panel on the DT Toolbar

The Call History is now retained for 7 days. The Call History is stored in CRM so that agents see in no matter where they use DT.