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The TelephoneIntegration update service
The TelephoneIntegration (TI) update service retrieves the needed information (determined by the administrator within the CTI-configuration interface) from the CRM system, processes it and provides it for TI. This is essential if you want TelephoneIntegration to operate. The update service e.g. ensures that telephone numbers are provided to perform calls or that information about the caller/called person are provided within the TI User Interface (balloon) for a more efficient call handling, etc.
 
The update service replaces the previous interactive index building tool. The update service first appears in the course of the initial TelephoneIntegration installation.
 
Figure 1: Update service for TelephoneIntegration, appearing for the first time during the initial TI installation
 
In general, the service runs in the background and automatically checks for updates every quarter of an hour, even if users are logged out. If a workload is present, it will be processed in batches, so users are not limited while they work.
If users/administrators make changes to the TelephoneIntegration configuration (e.g. adding entities, etc.), the service automatically starts to adopt these changes right away. It retrieves the corresponding information from CRM to update TelephoneIntegration with it.
 
Additionally, users/administrators have the possibility to easily change the current service configuration. If required, a simple click on the [Configure Service]-button creates a new configuration. If a configuration already exists and is currently processed by the service, users/administrators receive a message box. Here, they can select between just viewing the current configuration (with a click on the [Cancel]-button) or resetting the call information table by clicking on the [Yes]-button. Resetting removes any pending updates and forces users/administrators to perform a full rebuild.
Figure 2: Message box after clicking on the [Configure Service]-button with the option to just view the configuration or to reset the call information table

Changing or adding service configurations is possible for each organization. The update service-configuration page is displayed for the current organization, the service status however will be displayed for the active service (which does not necessarily mean that it has to be the currently configured one).
Should a service status of another organisation be dispalyed, this is highlighted in red color below the service status information.

Further options within the service configuration are:
start and stop the service
change the configuration for the currently logged on organisation or
add it to the queue.
 
Administrators can also determine the batch size (1). After processing the number of records determined in the batch size, the service goes into sleep mode for the following four minutes.
Furthermore, administrators can limit the active time span for the services data processing. Outside of the timespan set, the service is not processing. 
Both settings help to avoid user impact while the service is processing data, like SQL timeouts or very slow CRM response times by mitigating the workload.
 
Users/administrators get details about the current service status in the configuration interface (in the service status of the general-tab or in the log-tab), as well as in the Windows Event Viewer.
Figure 3: CTI Update Service-Configuration with different options
 
 
Figure 4: Information about current service status in the log-area of service configuration, double-clicking on a log entry shows the details for this entry
 
Figure 5: Information about current service status in the Windows Event Viewer I
 
Figure 6: Information about current service status in the Windows Event Viewer II
 
Additional information provided by the service configuration is the TelephoneIntegration license state (1) and an overview of the currently enqueued service configurations (2) (Green = active, Black = enqueued, Grey = not in the queue but created).
The queue overview also offers an option to change the priority of the scheduled configurations (3).
Please note: Priority changings cannot be made for the active item, as this is currently processed by the service.
Figure 7: Information about the TI license and the current update service configurations with option to priorize them
 
Figure 8: Error message if users/administrators try to change priority for an active server configuration
 
That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.



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