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. 

Figure 1: Advanced Find

To do so, go to the Advanced Find and look for the number 31668088036. With a click on the [Results]-button, you should get at least one found record.

In the phonenumber collumn you can see the full canonical format of the number with Country Code.

Figure 2: Advanced Find with records

There are two possible scenarios how to proceed now. 

Scenario 1: You did not get any result from your search

If you did not get any results for the number in the AdvancedFind, check your fields.xml setting. There, make sure that the number is stored in the correct entity / searchfield.

For example, the number could have been saved in the ContactEntity in the mobilephone field, which is not the searchfield you were running your search on.

If so, the mobilephone field could be found in fields.xml setting under telephone1,telephone2,mobilephone,...

To solve the issue, simply delete the phone number in the mobilephone field and store the number again in the phonenumber field. Go back to the Advanced Find and check the phonenumber in MSCRM-ADDONS.com CTI CallInfos entity.

The number should now be stored in the correct entity in its full canonized form. If it were still not visible, something could be wrong with the CRM Asynchronous services. Make sure that these services are running.

Scenario 2: You did get a result from your search

If AdvancedFind returns at least one record that matches our number, then something is wrong with the TI Client. Make sure that the calling party phone number is not an internal number. If it is not, activate debugging and make one incoming or outgoing calll with that number. Please send us the so generated log file.

Please note: The shorter the log file, the sooner the developer finds the essential data to solve the problem. 

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

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.

To make sure that you have a valid TAPI driver installed, you should be able to use it with windows dialer.exe. If you cannot use dialer.exe over your TAPI line, then CTI 2011 TAPI wrapper will also not be possible.

Go to the start panel and run telephon.cpl. Add your TAPI driver and configure it to your needs.

Now again go to the start panel and run dialer.exe. You should be able to make a successful outgoing call by using your TAPI line.

Call your mobile phone number. If it rings, the TAPI driver is definitely okay.

Now install TelephoneIntegration (TI) 2011 (Client) and activate the TAPI layer during the installation with the corresponding TAPI line.

If it seems that the TI 2011 Client is not working correctly (for example, if the call direction is not correct), please go to the www.mscrm-addons.com homepage. In the download section, install our free TAPI Test Tool. Although the TAPI driver seems to make an outgoing call and accept an incoming call, it could be using a wrong connection in the background.

Simply start the TAPI Test Tool and run a test by making first an incoming call and then an outgoing call.

Please copy the content of events for each action and send it to support@mscrm-addons.com.

So we will see which events are passed from TAPI driver by making an outgoing call and which event for getting an offering and accepting the call.

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

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.

If it is correctly added, but it still does not seem to triggers any reaction, please activate debugging and erase all existing logs.

Then, try an outgoing call from within your CRM entity and send the log file to support@mscrm-addons.com.

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

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

1. Check the Behaviour Settings of the CTI 2011 Client. Right click on the tray icon and select the Settings. Are the checkboxes for opening Entity and phone call activity set for outgoing calls?

2. Make sure that the phone number can be resolved in your CRM http://www.mscrm-addons.com/Blog/PostId/9571/CTI does not resolve phone number

3. Does the outgoing number correspond to the Behaviour Setting minimum number digit length to enable processing?

4. If all these settings are correct, enable debugging, make an outgoing call from with a CRM number and send us the log file, with the fields.xml file and a picture of the Behaviour Settings.

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

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.

To solve this issue, right click on the CTI Toolbar icon and click on Drop calls and reset. Then try to make an outgoing call from the CTI Client.

If the problem still exists, try to completely shut down the CTI Client, shut down all left Lync / OCS conversations and open the CTI Client again. If the problem still exist, please contact the mscrm-addons support Team and send the appropriate log file to support@mscrm-addons.com. 

Also, please check if the Lync Client and the MOC Client work correctly. 

That's it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

The fields.xml Settings are server-side CRM Settings.

Navigate to Settings > Extensions / MSCRM-ADDONS.com Products > TelephoneIntegration in CRM. 

Then open the SettingKeys.  

Figure 1: MSCRM-ADDONS.com Products TelephoneIntegration Settingskeys

There, you will find the fields.xml value.

Please note: Do not change the value manually. Instead, use the TelephoneIntegration Server Configuration Tool in order to change the value.

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.