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DT Entities installed in CRM

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.

  1. DialerCall – every call made or received
  2. DialerCallEvent – every telephony event (dial, answer, etc.)
  3. DialerCallResult – every reported Outcome
  4. DialerCallOutcome – Outcome buttons configuration
  5. DialerDNIS – configure inbound lines
  6. DialerUser – realtime user status for RTD
  7. DialerKV – Global and per user settings
  8. dtThisWeek, month, day, year dashboards – Dashboards to display statistics
  9. dtRTD – web resource to display agent realtime status

Agent RTD

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.)

RTD_twitter

Features

  • 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

Customizable

  • 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

You can use these fields, or calculations (in JavaScript format) of these fields. In the RTD table there is one record per user, with these fields:

Agent
AgentState
call_time_Hold – – – – – – – > – – – following fields are for the current call
call_time_Pause
call_time_Preview
call_time_Ring
call_time_Talk
call_time_Total
call_time_Wrap
CallState
Direction
Dnis
DnisName
Duration
Modified On
Created On
OtherParty
Outcome
Phone
Regarding
SystemUserId – – – – – – > user’s CRM GUID for linking other data
Team
Teams
Time
total_accepts  – – – – > – –  Following are totals for today
total_busys
total_calls
total_close_outcomes
total_connects
total_deflects
total_miss
total_noanswers
total_rejects
total_retrys
total_rings
total_time_Hold
total_time_Pause
total_time_Preview
total_time_Ring
total_time_Talk
total_time_Total
total_time_Wrap

Phone Number Matching in CRM

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+);.*