API, CRM, IT Guide

Scripting Pane: Display Phonecall

You can display the current phonecall activity in the Scripting Pane. This is useful to be able to enter phonecall notes and result without having to switch away from the main customer record in CRM.

scriptingPanePhonecall

You do this by defining the script URL as a custom HTML page that will receive all phonecall ID and then redirect to the phonecall itself. There is a sample of that initial custom page code here (view page source when it opens): dtAssociatedPhonecall. Also, this is included in the CRM Solution now so you can simply use https://yourcrmdomain.crmXX.dynamics.com//WebResources/cts_dtAssociatedPhonecall

TIP: If you want to display some other entity, for example the regarding entity, then you can use the parameters passed to the splitscreen page to re-direct to it. the full list of parameters passed to the splitscreen page is HERE

The script URL is defined on a per DNIS (inbound) or queue (dialer outbound) basis, as shown below

scriptingPansDnisUrl

NOTES

  • You will want to customise the phonecall form to improve legibility as the Scripting Pane is fixed at 33% of the parent window width.
  • Alternatively, you could make a special phonecall form and specify the formid in the extraqs parameter of the URL you redirect to. You might also consider adding navbar=off&cmdbar=false to the URL to hide the navigation and command bars to give you more space.
  • Test with your users to make sure autosave is working correctly, or they are happy to use a SAVE button.
  • Using the Dynamics Telephony Client API, it is possible to make a Save & Close button that would save the phonecall and close the DT window.
  • If users will enter notes, then define the default Phonecall Description as blank ( DT Menu > Settings > Advanced Configuration : Phonecall Description )
  • Similarily the Phonecall Subject. ( DT Menu > Settings > Advanced Configuration : Phonecall Subject )