Category Archives: User Guide

Day to day guide for users of Dynamics Telephony

Consult, transfer and conference

Blind Transfer

This is where you want to transfer a phone call to a co-worker blindly – without speaking with your co-worker first.

  1. Blind Transfer must be enabled in Menu > Settings > General > Allow Blind Xfer
  2. When connected on a phone call, Hover over the Phone Book button and make sure Blind Transfer checkbox is ticked
  3. Click on a Phone Book contact -or-
    enter a phone bumber in the dial box and press ENTER
  4. The call is blind transferred and your line is idle
Consult Transfer

This is where you wish to speak with you co-worker before transferring the customer to him.

  1. With a call in progress, make a call on another Call Tab. The first call is automatically out on hold.
  2. When the second party answers, consult with them as required.
  3. Drag the second call (the active call) onto the firs call to complete the transfer
Conference Call
  1. With a call in progress, make a call on another Call Tab. The first call is automatically put on hold.
  2. When the second part answers, hold down CTRL and drag the second call tab on to the first call tab. You are now in conference.
Conference Transfer

Same as Conference Call except you can drop out of the conference and leave the other two parties talking, by clicking the red Release button.

Handling Contact Center Outbound Calls

When Dynamics Telephony is used with DTI and a Contact Center, you can handle the Contact Center Outbound calls. You can accept or reject an outbound call, and you will get a screen pop in CRM of the associated lead/contact/phonecall.

First, use the agent status control (top right) to login and make yourself READY.

agent_status_loginout_notready

Then, when an outbound call is presented for you to do, you will see a prompt on a Call Tab like this

To get more information before you “Accept” the outbound call, you can click on the customer reference (account, contact or lead), or the “Regarding”.

Click Accept or Reject. If you reject the call, notice that you are automatically put in NOT READY.

If you click Accept, the preview timer countdown (top right) may start. After the countdown completes, the phone call is automatically placed to the customer.

See toolbar controls for handling the active phone call

Manage Callbacks

Dynamics Telephony allows you to set a callback promise for a customer. Select the Outcome “callback” in the Dynamics Telephony toolbar.

callback_button

In the popup, select the date and time for the callback using keyboard entry, up-down arrow or the popout calendar.

callback_set_date_time

The callback promise will be entered as the “Due” time and date for the phonecall activity in CRM. In addition, if you have Dynamics Telephony Integration (DTI) with your contact center, the callback will be automatically presented to an agent at the appropriate time and date.

If you have Outlook integration for CRM, the callback may be managed there too.

Edit Phone Book

In Dynamics Telephony you can save all your frequently used contacts in your Phone Book. Then you can one-click call, or transfer to, these contacts. Also, the contacts in the Phone Book can be monitored for Presence – see here for more details.

NOTE: You can configure the number of columns your Phone Book displays using Menu > Settings > General Settings > Phonebook Columns

Sharing the one Phone Book

If you want, you can easily use the same Phone Book for all users. This way, when you edit the Phone Book (see below), all users automatically get the updated Phone Book.

You could set up one Phone Book for all users, or one for each group.

  1. On each agents PC, edit (using Notepad) the following file (in the App Directory):
    C:\Users\user_name\AppData\Local\Apps\2.0\24K624J6.1JJ\C96BM7WW.MRL\dyna..tion_8855e60ab9a52988_0002.0000_9c0f5092a33ef22f\DynamicsTelephony.exe.config
  2. Locate the setting PhoneBookFile and set it to the file you want to use. For example,
    <setting name=”PhoneBookFile” serializeAs=”String”>
        <value>Z:\Groupfiles\PhoneBook.xml</value>
    </setting>
  3. Restart the Dynamics Telephony client.
    NOTE: If you use Dynamics Telephony client to open the Phone Book and edit it, it will edit this shared file. So you might want to restrict access to this file using the Dynamics Telephony > Settings > Admin Only Access

Editing the Phone Book

  1. The Phone Book is contained in a text file on each users PC (or at a shared location). To open yours, go to Menu > Phone Book
  2. These are the XML node descriptions:
    1. <TeamMember>…</TeamMember> This deliniates a single contact in your Phone Book
    2. <id>12</id> This must be unique for each contact
    3. <name>John Russell</name> This is the text displayed for the contact.
    4. <uri>sip:my_friend@yourcompany.com</uri>   -or-
      <uri>6135551212</uri>   This is the phone number or SIP address of the contact. Use SIP address if you want presence information.
    5. <presence>false</presence>  Specifies if Dynamics Telephony should try and get Presence information for this contact. Set to False unless you know you can get Presence for this contact.

Presence

You can monitor the presence (or status) of the people entered in your Phone Book (assuming they “publish their presence”). Presence is published by SIP users, and some other systems too.

phone_book_presence

Setting it up

  1. In Dynamics Telephony settings, under Provider Configuration, tick the checkbox next to Publish Enabled.
  2. In Dynamics Telephony menu, select Phone Book. Edit the users you want to monitor similar to as shown below and save. In particular see the items in bold.
     <TeamMember>
     <id>10</id>
     <name>Polly Curtin</name>
     <uri>sip:ponct1@iptel.org</uri>
     <presence>true</presence>
     </TeamMember>

    See here for important details on editing the Phone Book.

  3. Restart Dynamics Telephony client. Hover over the Phone Book icon as shown in the screen snap above.

NOTE: You can also set your own status using the button on the extreme left of the Dynamics Telephony toolbar.

All Features

  • General
    • CRM window with integrated telephony toolbar
      • “Hide toolbar” button for CRM full screen
    • No server required
    • Auto-updating client from internet based repositry
    • All data stored in your CRM for easy and unified reports
    • Dynamics CRM 2011, 2013, 2015 and 2016 compatible. All online or on-premises
    • Flexible options for any CRM authentication configuration
    • Settings stored in CRM for free seating & centralized management
    • Tabbed browsing – each tab can control a call and view CRM
      • Home, Back and Forward buttons for navigation
    • Ability to easily switch telephony connectors. E.g. use Lync at home and Avaya in the office.
    • Seamlessly use multiple telephony connectors. E.g. some users on Lync, some on Avaya,  some on SIP etc…
    • .NET Client on each agent PC

  • Multi-CRM support
    • Open different CRM instances in different tabs.
    • Inbound call selects CRM depending on number called.
    • Color coded tab and logo per CRM for easy identification.

  • Users can set their status

    • Agent login, logout, ready and not ready with reason, idle, busy, do not disturb etc.

  • Telephony controls for all calls

    • Answer
    • Consult – put the current call on hold and call another party
    • Consult transfer
    • Blind transfer
    • Transfer via Phone Book
    • Conference
    • Hold / Unhold
    • Mute
    • Volume control
    • Release

  • Inbound Calls

    • Popup Dynamics Telephony if it was minimized in Windows
    • Lookup phone number matches from a configurable list of entities (default contacts, leads and accounts)
    • Pop the callers name if single match
    • Pop a list of matches to choose from if multiple matches
      • Flexible info on list of matches
    • Pop a new phone call activity with ability to search if no match
    • Creates a phone call activity for every inbound phone call
      • Logs direction, caller, user, time, date and duration
    • Auto-answer the inbound call when you click Call Tab (Configurable)
    • Auto-create entity – e.g. create a new lead for unknown callers
    • Dialed number (DNIS \ queue \ skillset) support:
      • Color coded and icon per number for easy identification
      • Can pop from a different CRM (multi-CRM)
      • Informs agent about the product/service the caller wants.
      • Brand support based on dialed number
    • Optional Outcome selector to record result of the call or trigger a callback or workflow
    • Statistics
    • Advanced phone number matching settings and algorithm

  • Phone Book

    • Easy access Phone Book with unlimited entries
    • One click make call from phone book
    • One click blind transfer to phone book party
    • Phone Book entries display presence (busy, idle etc.)

  • Click-to-dial

    • Click on any phone number in CRM to dial it
    • Auto-creates a phone call activity for the call
      • Logs direction, to-party, user, time, date and duration
    • Optional Outcome selector to record result of call or trigger a callback or workflow.
    • Statistics
    • Advanced algorithm allowing correct dialing regardless of phone number format.

  • Progressive Dialer – 50% improvement in contact rate

    • Blend inbound and outbound
    • Load any list of phone call activities into the Progressive Dialer
    • Progressive Dialer
      • Auto-load the next phone call and display to agent
        • Option to display “To Party” (i.e. contact, lead etc.)
      • Configurable preview time
      • Auto-dial the phone call
      • Auto detect No Answer, Busy and some bad numbers
      • Auto detect and log call duration in the phone call activity
      • Auto reschedule No Answer and Busy outcomes
      • Auto re-present rescheduled phone calls. E.g. No Answers come back after 3 hours (Configurable).
      • Rescheduled calls can be for the team or back to same agent.
      • Configurable list of outcomes for the user to choose from to end or re-schedule a phone call
      • Color coded outcomes for ease of use
      • Configurable wrap time
      • Configurable max attempts for each outcome.
      • Ability to manually skip preview time or wrap time
      • Pause and resume Progressive Dialer – e.g. to take an inbound call or a break
      • All data stored in CRM
      • Results in CRM
      • Reports & Dashboards in CRM

  • Progressive Dialer modes – personal or team

    • Personal Progressive Dialer
      • All the features mentioned in previous section “Progressive Dialer” above plus..
      • List worked on by one agent
      • 2 Clicks to setup a personal campaign
      • Easy to add phonecalls to list
      • One list per agent
    • Team Progressive Dialer – see blog HERE
      • All the features mentioned in previous section “Progressive Dialer” above plus..
      • Shared list between multiple agents OR one list per agent
      • Based on Dynamics CRM Queues features
      • Multiple lists at the same time
      • A priority for each queue being worked.
      • Easy enable/disable list per agent
      • Easy to enable/disable entire queue
      • Use with Dynamics CRM Teams
      • Many ways to add lists: Campaigns, quick-campaigns, marketing lists, list import, workflow triggered, manual

  • Personal Agent Dashboard

    • Number of remaining Progressive Dialer phone calls
    • Chart of contact success during the day
    • Burn-down chart shows when targets will be met
    • Breakdown of personal time and outcomes

  • CRM Dashboards

    • Time breakdown for every user, campaign, phone call etc.
    • Event breakdown for every part of the phone call activity
      • To, from, regarding, Start, talk, release, outcome etc.
    • Based on dynamics Telephony data stored in your CRM
      • The same data is available for your custom reports
      • The data can be linked to the original phone call, account, contact, or lead

  • Other settings

    • Set colors, opacity, and tooltip enable or duration
    • Outome buttons configuration
      • Configure text, reschedule behaviour,  close phone call activity or not, etc.
    • Dial plan settings
    • Limit non-admin users access to menus

  • API for customization

    • API contains events and methods to allow custom actions
    • Triggers can also be placed on the Dynamics Telephony entities
    • Solutions possible include:
      • Custom actions per outcome selected by the user
      • Popout multiple CRM views for inbound calls to save agent time
      • Change or refine outcomes based on business rules
      • Launch external applications for certain outcomes

Load Phone Calls into the Progressive Dialer

Anywhere you have a set of phone calls, you can add them to the Progressive Dialer to make calling them 50% more efficient.

This screen snap shows the first steps where you 1) Display your phone calls, 2) Choose the due date for the calls, 3) select all calls or just some of them and 4) click the Dynamics Telephony Dialer button to import the phone calls to the progressive dialer

dialer_select_phone_calls

Once loaded, the Progressive Dialer will start immediately to dial the first phone call with a screen pop of it. See here for the Dialer controls and here for the Dialer settings.

Transferring Calls

You can use Dynamics Telephony to transfer any call to any destination. For example, you might use Dynamics Telephony to transfer callers to another department or person.

Refer to this screen snap and the descriptions below.

phonebook

Transfer using Dial Box

With a call active on a Call Tab, move your mouse over the Phone Book icon and then down to the Dial Box. Enter the phone number to call and either press Enter or click on the Call button beside the Dial Box. The caller is put on hold automatically.

When the third party answers, click Complete Transfer to complete transferring the first caller to the third party.

If you decide not to complete the transfer, you can go back to the caller by clicking on their Call Tab and then clicking the Hold / Resume icon on the toolbar.

Transfer using Phone Book

With a call active on a Call Tab, move your mouse over the Phone Book icon and then down to a contact and click. The caller is put on hold automatically.

When the contact answers, click Complete Transfer to complete transferring the first caller to the third party.

If you decide not to complete the transfer, you can go back to the caller by clicking on their Call Tab and then clicking the Hold / Resume icon on the toolbar.

Blind Transfer

In the previous examples, if you first check Blind Transfer then, when you initiate the call to the third party, the caller is transferred to that third party without further action.

NOTE: You only see the Blind Transfer checkbox if Blind Transfer is allowed under Settings > General Settings > Allow Blind Xfer

Inbound call features

Dynamics Telephony will automatically display the name of the caller when they call in to your phone.

incomingCallTabPopup

 

Click on the Call Tab to automatically answer the call and see a full pop of the callers Account / Contact / Lead record or a Phone Call activity for the caller. The callers record will also get a Phone Call activity so you can see the full call history

inOutCallLog

 

If the callers number is in multiple accounts / contacts / leads then you get a list of all the matches to choose from.

Load a set of leads into Dynamics Telephony Progressive Dialer

This process simply involves accessing the list of leads you want to phone and running the Quick Campaign Wizard

  1. Access a list of leads you want to phone.
  2. Select all the leads you want to phone.
  3. From the menu, select Quick Campaign (sse screen-snap below).
    • You get sub-options to select all on current page, or all on all pages, or just the select ones.
  4. Go through the Quick Campaign wizard.
  5. All you need to be careful of is to select activity type of Phone Call and the Subject must be filled out. this should be the reason for the call – e.g. Spring Conference Event.
  6. When done, you see a list of Phone Calls in your Activities that you import into Dynamics Telephony Progressive Dialer in the usual way – see here.

leads2quickCampaign