Category Archives: User Guide

Day to day guide for users of Dynamics Telephony

Why queueitems don’t come through

Dynamics Telephony checks for a new queue-item after every call and then every 30 seconds. Here are reasons why this will not happen.

You are not “Available”

Your user status should be green. In some cases orange is OK too. But you should definitely not be red. (the text will vary depending on your phone system, but the color is the key)

agent_status_loginout_notready

 

NOTE: Your phone system may put you in “Red” after a call. Disable this if you can.

 

 

You are “Paused”

paused

You are put into “Pause” state if you have not selected an outcome by the end of “Wrap” time.

To get out of “Pause”, click the “Play” button. You may have to select and outcome and also wait until the end of Wrap time (or “Skip” the Wrap time.

pause_play_skip

You are still on a call

If you see flashing, or red or orange on a call tab, then check that tab to see it is IDLE

call_tab_status_color

Your queue is OFF

If you turn your queue ON/OFF, then be sure it is ON. Click where it says ON/OFF to change. If this is a shared queue, then other users will take about a minute to change too.

queue_ON_OFF

 

 

 

Handy phonebook with Call History

Dynamics Telephony contains a very convenient Phonebook panel, complete with Call History.

phone_book_search

All your internal and external contacts can be listed here. Simply start typing the name in the Search Box and the list is instantly filtered to match.

Click on a contact to call them. If you have a call in progress already, clicking on a contact will Transfer the call to them. Quick and easy.

Or enter a number in the Dial Box for contacts not in your phonebook.

See here for how to set up your phonebook, for individual users or teams.

Call History

The Phonebook panel also contains your Call History for the last 7 days (or to the limit of records set by your system administrator).

phone_book_history

Here you can see you recent Missed Calls, as well as your recent inbound and outbound calls.

Move your mouse over an item to reveal three buttons:
– Dial the contact
– Navigate to the entity in CRM
– Navigate to the phonecall activity in CRM

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
    IMPORTANT: You MUST keep a backup of the DynamicsTelephony.exe.config file as this file can be overwritten when Dynamics Telephony is updated. You can use the same file for all users

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 delineates a single contact in your Phone Book
    2. <id>12</id> This is not required. If it is in your phonebook you should remove it must be unique for each contact, if you have it.
    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>  This is not required and you can remove it. 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.

Sample ( without presence )

<?xml version="1.0" encoding="utf-8"?>
<PhoneBook xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
 <Contacts>
<TeamMember>
<uri>2000</uri>
<name>Reception</name>
</TeamMember>
<TeamMember>
<uri>2002</uri>
<name>Gregorie</name>
</TeamMember>
<TeamMember>
<uri>2003</uri>
<name>Anne</name>
</TeamMember>
 </Contacts>
</PhoneBook>

 

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.

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