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Agent RTD States Guide

The RTD has two state fields: the state of the agent and the state of the call.

Agent States

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

Ready:  Green

Away: Yellow

NotReady: Red

LoggedOut: Dark Gray

Call States

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

 

RTD Config Guide

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 
‘Xrm.Utility.openEntityForm(“systemuser”,”‘+rowData[“Cts_SystemUserId”]+'”)’

 

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;

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+);.*