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Manage Callbacks
Dynamics Telephony allows you to set a callback promise for a customer. Select the Outcome “callback” in the Dynamics Telephony toolbar. In the popup, select the date and time for the callback using...
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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...
View ArticleConsult, 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. Blind Transfer must be enabled in Menu > Settings > General...
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Log file retrieval
The Dynamics Telephony log file is required if you have to report an issue. There are two ways to locate it. Method 1 There is a link in the aplication to retrieve it. Use “Save As..” to save it to a...
View ArticlePhone Number Matching in CRM
Dynamics Telephony uses an advanced algorithm to match incoming phone numbers with phone numbers in your CRM. Dynamics Telephony will successfully math in the vast majority of situations. It can handle...
View ArticleAvaya IP Office and TAPI
Avaya IP Office connects to Dynamics Telephony using TAPI. No extra licences needs to be purchased from Avaya for TAPI. Please see the document linked below for getting your Avaya IP Office TAPI...
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Agent efficiencies guaranteed by embedded progressive dialer
Dynamics Telephony Dialer is a progressive dialer embedded in Microsoft Dynamics CRM. This results in efficiency gains available with no other dialer. The gains are like getting an extra agent for...
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General Settings
All General Settings are stored per user, and they are stored in CRM so users can have their setting follow them if they use a new PC. The General Settings can also be controlled globally. Please ask...
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Cisco CUCM TAPI
This is an overview of the installation and testing of TAPI for Cisco Call Manager sites. This is required on each agent PC. Detailed Instructions are in the Cisco TAPI Developer Guide here 1. Download...
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Norstar BCM 50/450 TAPI
1. Check you have “LAN CTE” licences on your BCM. Open the Business Element Manager from: Start > Programs > Avaya ( or Nortel ) > Business Communication manager > Business Element Manager....
View ArticleApplication Directories
Default settings, dialer queue cache: C:\Users\user_name\AppData\Roaming\CT Solutions\DynamicsTelephony Application, including log file:...
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Demonstration Mode
Demonstration mode is for when you want to test or demonstrate Dynamics Telephony without the complication of connecting it to a telephone system. You can test all Dynamics Telephony features using...
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Workflow to add phonecall for leads to my queue
This workflow will be available to a lead, or set of selected leads. It will create a phonecall for each lead and put it in your personal queue. Now, with Dynamics Telephony Queues enabled, you can...
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Queue member management
Queue item flow can be controlled in standard CRM, and in Dynamics Telephony. The controls achieve different results explained below CRM queue control In Dynamics CRM, a queue can have members who are...
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Workflow to add phonecall for contacts to a specific queue
This workflow will be available to a contact, or a set of selected contacts. It will create a phonecall for each contact and put it in a queue of your choice. Now, with Dynamics Telephony Queues...
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Seriously SMOOTH phone-call Campaigns for Dynamics CRM
By seriously SMOOTH, I mean multiple campaigns, easy to setup, total control and seamless in Dynamics CRM. This is what our Dynamics CRM Queues-based Progressive Dialer offers you when running your...
View ArticleShoreTel TAPI
Simply select TAPI from the Telephony Provider list in Settings General Settings If you have your TAPI set up to only have one line per TAPI user, then you are done! If you have multiple lines, then...
View ArticleTroubleshooting Client Install
Application won’t start Solution: Check .NET 4.5.2 is installed SIP settings not saving and Log file says: “Unable to load DLL ‘pjsipDll.dll': The specified module could not be found.” Solution: Try...
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Customer Enquiry to Agent Callback – Standard
In today’s competitive market, exceptional customer service and customer engagement is about delivering more personalized experiences which will separate your company from the competition. With...
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Agent RTD
The Realtime Display Dashboard in CRM allows you to see the real-time status of every agent using Dynamics Telephony in your Call Center. This can be a combination of telephony status (ready, not...
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