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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!


CTI does not resolve phone number

If the calling/called phone number is stored in Microsoft Dynamics CRM, then the number should be resolved to the corresponded CRM record. If the number does not resolve, make sure that the number is stored in the "MSCRM-ADDONS.com CTI CallInfos" entity. 


What to do if the TAPI wrapper is not working properly

CTI 2011 TAPI wrapper needs a TAPI driver that is suitable to your Phone PBX server.

Each PBX phone-system vendor has its own TAPI driver.

Our TAPI wrapper has not an active role on the TAPI lines, it is just a passive listener to random TAPI driver events and eventually, it triggers them in case of outgoing calls, accepting the incoming offers.


Calling out from a CRM Entity by pressing the [Call Number]-button triggers no reaction

If you outgoing calls are successful when made from CTI client, but not from the CRM entity, simply check the Internet Explorer Security Options. Please make sure that your CRM Server is included in the Trusted Sites Zone.


The Entity or PhoneCall activity does not open when a call is made

Before an entity or PhoneCall activity can be opened by an incoming/outgoing phone call, the phonenumber must be resolved.


What to do when the Lync / OCS wrapper does not support outgoing calls?

The CTI supports only one call at the moment.

However, when transferring existing calls to a third party, it can happen that some sessions are not correctly closed. You can compare that with a broken Lync conversation.


WindowsXP and WIF (WindowsIdentityFoundation)

!! Please note: This only applies to CTI Versions 5.30 and below !! 
!! Since Microsoft has changed the EULA of their WIF SDK we are now allowed to include all required files into our setups !!

All of our client products (Telephone Integration and DocumentsCorePack Client) need the WindowsIdentityFoundation Framework to be able to connect to CRM 2011.

Unfortunately the WIF Framework is not officially supported on WindowsXP by Microsoft, but there are 2 ways to make this work on a WindowsXP OS. 


CTI in a hosted environment

CTI does need the server component in a hosted environment as well, but you can launch the CTI Server setup from any Client, as long as you have a user with full access to CRM.

You need to select the hosted options on the Connection dialog. 


CTI & TrendMicro 2010 blockiert Popup-Fenster

Trendmicro Officescan (Version 10, Servicepack 1).

Lösung: Mit dem Trendmicro Performance tuning Tool (siehe Link) eine Ausnahme auf die CallInfoCRM4.exe erstellen.

Die Ausnahme wird, obwohl im TM Artikel nicht erwähnt, in die globale Konfiguration aufgenommen.