The RTD has two state fields: the state of the agent and the state of the call.
The agent states refer to the state chosen in the top left agent state selector in Dynamics Telephony. The names of the states under the selector depend on the Telephony Provider. However, the underlying state for the RTD is always one of these five:
LoggedIn: Light Gray
LoggedOut: Dark Gray
The call state is shown in Dynamics Telephony on the top right as the state in text. Here are the possible values.
Idle – No call in progress.
Incoming – an inbound call is ringing on the user phone.
Start – Auto-dialer calls only. The users has started a personal “Queue Loader” campaign.
Offering – Auto-dialer calls only. The outbound call is being offered to the user to accept for auto-dial, or reject to put back in the queue.
Preview – this applies only to auto-dialer calls. It is a period of some seconds before a call is auto-dialed. It is designed to allow the user time to review a customer record before the customer is auto-dialled.
Ring – An outbound call is ringing. It has not been answered yet.
Talk – Talking on an inbound or outbound call
Hold – An inbound or outbound call has been placed on hold
Pause – Preview or Wrap time has been paused by the user. The user can also be put into Pause automatically if no outcome has been chosen (and there is no default outcome) when Wrap time ends.
Wrap – An inbound or outbound call is in the Wrap state. This is an after-call state designed to allow the user make notes and prevent another call arriving during the Wrap time countdown.
End – No call in progress. The same as Idle
Stop – No call in progress. The same as Idle
You can easily add columns to the Agent RTD. This guide leads on from here which deals with the attribute type. The steps below show you how to add columns of other types. Unless specifically mentioned, all
Type – Entity
The key specifies which table the data will be sourced from
Order and Value can be blank
Type – Filter
The key set which value to filter by e.g. Cts_Team==’ALL’
Order is 0
Value can be blank
Type – Calculated
The key is the formula used to calculate the result e.g. parseDate(rowData[‘Cts_Time’]).toHHMMSS() which would
write out the field Cts_Time in the format HHMMSS
Order is order
Value is column width
Type – Livestate
Similar to attribute except that livestate must be used when for times that update i.e. other than State Time
Type – Hidden
This is used so that you can cite this field in future fields or calculations.
Type – Link
Similar to attribute except it is a link. E.g. to link to the user’s profile you would use the key
Type – Order
Is used to order the rows.
Key gives the field by which it will be ordered
Value defines whether the data is in ascending or descending order with the value ASC or DSC
Type – Rule
This defines appearance changes to be made in certain situations e.g. make the call hold time blink red if it goes
over 1 minute
Key defines the situation e.g.
rowData.Cts_call_time_Hold >= ’00:01:00′
Value defines the changes to be made e.g. background|#f4c212;effect|blink;
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.
- DialerCall – every call made or received
- DialerCallEvent – every telephony event (dial, answer, etc.)
- DialerCallResult – every reported Outcome
- DialerCallOutcome – Outcome buttons configuration
- DialerDNIS – configure inbound lines
- DialerUser – realtime user status for RTD
- DialerKV – Global and per user settings
- dtThisWeek, month, day, year dashboards – Dashboards to display statistics
- dtRTD – web resource to display agent realtime status
The Realtime Display Dashboard in CRM allows you to see the real-time status of every agent using Dynamics Telephony in your Call Center. This can be a combination of telephony status (ready, not ready, talking etc.) and CRM data (customer name, lead topic, dialer campaign name, CRM queue name, etc.)
- Realtime status of every agent using Dynamics Telephony
- Shows telephony state (e.g. talking) and CRM state (e.g. customer name) in one snapshot
- Shows duration and the time the state was entered.
- Shows Outcome of last call, e.g. SALE!
- No server required – data stored in CRM
- Full screen mode – perfect for Wallboard in Call Center
- Auto-refresh in realtime
- Can be filtered down per agent group
- Configurable thresholds highlight if an agent is too long in a state
- Threshold actions: change color, blink, send email
Using The RTD
- To access RTD, simply go to Dashboards > Dynamics Telephony Dashboard – Agent RTD
- The display auto-refreshes every 10s (by default). You can update now by clicking the update countdown timer.
- For full screen use the direct URL (e.g. https://yourcrm.dynamics.com/webresources/cts_dtagentRTD.htm) in a browser and press F11
- Add your own custom field to our RTD. E.g. to show how much CRM work done today
- Calculated fields
- Add / remove / reorder columns
- Add / remove agents. E.g. individual RTD per group
- Set sorting field
- Trigger a workflow
Full Field List
call_time_Hold – – – – – – – > – – – following fields are for the current call
SystemUserId – – – – – – > user’s CRM GUID for linking other data
total_accepts – – – – > – – Following are totals for today
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+);.*