Dynamics Telephony can retrieve its phonebook contacts from CRM or from an XML file. This article explains how to have Dynamics Telephony retrieve its phonebook contacts from CRM.

The contacts are stored in entity Dialler Phonebook Contacts (cts_phonebook). The main fields are:

• Full Name: Mandatory. A good idea to format like Lastname, Firstname for sorting purposes. The phonebook will be sorted using this field.
• Phone Number: Mandatory.
• Phone Book Team: Mandatory. This is used to allow different groups of users have a different set of contacts in their phonebook.

An on-demand workflow is included to copy data from existing Users to Dialler Phonebook Contacts. It copies the phone number from the user “Other Phone” field, and the Team Name from the users Business Unit name.

Then, in Dynamics Telephony Settings, General, fill in the team name for each user.

 

TIP: You could have a workflow trigger on a user’s “Other Phone” change event, and use that to keep the phonebook synchronized.