Feature List

  • 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 2016 and 365 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.
    • Auto-login
    • Auto-ready
    • Asterisk specific: Set your status in queue

  • 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
    • Send DTMF, e.g. to IVR

  • Inbound Calls

    • Popup Dynamics Telephony if it was minimized in Windows
    • Lookup phone number matches from a configurable list of entities (contact, lead, account, case, opportunity)
    • 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
      • User can add notes to the popped phonecall
    • 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
    • Search-as-you-type
    • One click make call from phone book
    • One click blind transfer to phone book party
    • Phone Book entries display presence (busy, idle etc.)
    • Call history panel – 7 days of recent calls
    • Favorites panel

  • 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
      • User can add notes to the popped phonecall
    • 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
      • Outcomes list per campaign / team
      • 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

 

  • Realtime Display
    • 10 second auto-refresh list of all agents with status
    • Shows telephony and CRM data – e.g. who the agent is talking to and for how long.
    • View in any browser and outside CRM
    • Color coded to show agents in a state for too long

  • 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
    • Dial prefix based on CRM field. E.g. to set outbound Calling Number
    • Agents have a button in DT to send CRM issues to support department
    • Limit non-admin users access to menus
    • Works with Kuando BUSYLIGHT to give physical indication of status

  • API for customization

    • API contains events and methods to allow custom actions
    • Triggers can also be placed on the Dynamics Telephony entities and telephony events.
    • All telephony data is stored in CRM for your own dashboards or reports.
    • 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