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Hello and welcome to our blog! What can we do for you? Are you looking for further technical information or step-by-step instructions to our products? Or would you like to read the latest news on mscrm-addons? Please feel free to browse our blog for detailed information and to share our posts!


Recap: WPC 2013 in Houston, Texas

Thank you for joining us at the WPC 2013 in Houston! It was great meeting you there!


How to rebuild a phone number index table

When phone numbers are not being resolved correctly, the cause is sometimes an incomplete phone number index table (to be found in the MSCRM-ADDONS.com CTI CallInfos) in CRM. 


It is recommended to rebuild this table from scratch. This includes removing all existing data in that table. To do so, we use the Telephone Integration update service. This article outlines how to do so. 


DTMF (DualToneMultifrequency) improved input procedure directly from your TelephoneIntegration Client balloon

This blog article outlines how to send dtmf signals directly from the TelephoneIntegration (TI) balloon, so you no longer need to do that with your telephone handset. This feature is available in version 5.56 or higher.

Examples of using dtmf functionality:

  • authentication by conference calls
  • interacting with IVR systems

That means, when you call e.g. a support telephone number, or you would like to start a conference call, you may have to enter an access password or some digital numbers. With the dtmf function, you don't need to use your telephone handset to enter your access password, but to select it direclty via the dtmf function in TelephoneIntegration.


How to enable/disable DFR (Dialing from relationships) by dialing from CRM site

This blog article outlines how to enable/disable Dialing from relationships (DFR) by dialing from CRM site.

Usually, TelephoneIntegration (TI) allows users to dial from related CRM-records. Say, they have the possibility to select from a list of records related to the initially opened one when dialing out from CRM (e.g. from related leads, contacts, etc).


How to use TelephoneIntegration for MS CRM 2011 with MS Outlook only

If you want to use TelephoneIntegration without a browser, but with Outlook only, you have to install TelephoneIntegration Client v.5.54 or higher (click here to download the latest version) and to create a new settingskey. Please follow the below steps to do so.


How to set restrictions for dialing from a related CRM-record

In general, TelephoneIntegration allows users to dial from related CRM-records. This means, that they have the possibility to select from a list of records related to the initially opened one when dialing out from CRM (e.g. from related leads, contacts, etc.).

You have the possibility to set restrictions for the related records to be displayed in the TelephoneIntegration balloon (e.g. In case of dialling out from an opportunity, you want accounts to be displayed, but not the related contacts and leads). In order to do so, you have to create a new settingskey and follow the below steps. 


Recap: Convergence2013 in New Orleans

Thank you for joining us at the Convergence2013 in New Orleans! It was great meeting you there!


How to dial from a related CRM record

TelephoneIntegration allows users to dial from related CRM-records. This means that they have the possibility to select from a list of records related to the initially opened one when dialing out from CRM (e.g. from related leads, contacts, etc.). The example in the screenshot below shows that the user has the possibility to dial from all records which are related to the account ‘MSCRM-ADDONS.com’. Users have a good overview of the related records, as they are structured in main phone, connections, relations and others


Addon-Update Behaviour (valid for builds from 1st March 2013 and beyond)

 

When you launch an upgrade installation of our products, the setup will update existing files and solutions in CRM. The default behaviour of upgrading a product installation has changed with all releases after 1st of March, 2013.


TI client interprets outgoing calls as incoming calls
When dialling out with TI Client, an outgoing call may be interpreted as an incoming call. This happens, if the the installed TAPI driver does not deliver the DialTone event.
If the TAPI driver delivers the DialTone event, the driver interprets the call as an outgoing call. Otherwise, the driver interprets the call as an incoming call. In order to avoid the latter case, you have to set a new CRM settingskey for TelephoneIntegration.