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How to work with PowerDialer for TelephoneIntegration

The handling of PowerDialer for Microsoft Dynamics 365 (CRM) is very intuitive. This article outlines how easy it is to work with PowerDialer.

How to open PowerDialer

Of course, before you start working with PowerDialer, you have to open it. This requires, that the functinality is enabled in your system. Learn how to do so here.

However, PowerDialer can be opened easily by selecting it in the Application Menu as soon as it is enabled.

Figure 1: Open the PowerDialer functionality

A new window providing you with a list of active campaign-activities appears. It contains all relevant details for each campaign-activity. This window is referred to as Available Dialer Preview List. Please note: Only one PowerDialing-List can be started at a time. To do so, please double click a list or mark a list and click on the [Start]-button.

Figure 2: Available Dialer Preview List

How to work with PowerDialer

The PowerDialer surface is highly intuitive and divided into 4 sections.

During the execution of a PowerDialing list, the default TelephoneIntegration balloon is disabled. The calls of a PowerDialer list are processed in a separate window, known as Power Dialer WorkplacePlease note: Detaching is only possible, if the Power Dialing List Client is in pause mode. The pause mode can only be activated in the preprocessing state .

Figure 3: PowerDialing Surface

Please find some detailed information regarding the single sections here:

Recepient information - section
In this section, you will find all the information about the recipient of the planned phone call activity. A click on the [Back to Call]-button allows users to switch back to the current call form.

The Prepocessing -section
In this section, you will find all the information regarding the preprocessing of the phone call. 

Possible states are:

A) Pre-processing (user prepares for the call)
Represents the state before the recipient is called. This time span is used to prepare for a call. The preprocessing state can be attached to a timer. Users can select between different CRM-phone numbers of the call-recipient. Furthermore, the current claimed call can also be skipped.

B) Active Conversation (user dials or is calling at the moment)
Represents the time span from dialing to finishing the call.

C) Post-processing (after the user ends the call
Represents the state when the call is summarized. Setting the call as successful or failed, marks the call as completed.

Please note: The time required that a user needs for pre-and post-processing phase of a call will be stored in Actual preparation time or Actual work time.

The New PowerDialing List Statistics -Section

In this section, you are provided with a statistic about the PowerDialing List, containing the following information:

  • name of the power dialing list
  • how many calls of total calls are still left
  • how many left calls are claimed
  • how many finished calls are rescheduled / successful / failed

Furthermore, the call statistic can be switched to ON or OFF. Once activated, the state of the CRM/Dynamics 365 server will be checked by running calculations in the background. This occupies the local processor with additional workload.

Current Call -section
This section shows the current call or a feedback option. If “Display CRM Forms” is disabled, the CRM call-form will be replaced by a text-editor, which can be filled in by the users and which is saved as the description of the phone-call activity associated with the actual call.

How to close PowerDialer

To close the Power Dialer Workplace window, the Power Dialer needs to be in preprocessing state. Closing the window during an active conversation or postprocessing phase is not possible. Please note: After closing the window, the TelephoneIntegration balloon is enabled again.

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