News.mscrm-addons.com Blog

How to add related detail fields for TelephoneIntegration

Mon, 08 Jun 2015 10:48:00 GMT

This blog article explains how to add related detail fields to be shown in the TelephoneIntegration (TI) balloon via FetchXML-feature.

How does it work?

The standard TI Configuration only shows fields from the same entity which can be configured via check boxes in the Server Config.

Figure 1: Standard balloon caller information

TI Server will be equipped with an option to supply one FetchXML command with a GUID placeholder. This placeholder will be replaced with the corresponding entities ID, if a match is resolved.
So we receive 2 groups of detail fields - the original fields (from the originally resolved entity) and related fields (from the related entity).

Figure 2: Additional Fetch result

In our example, we use Contact plus full address. In order to add additional related fields from a different entity, a FetchXML has to be executed.

Therefore, TelephoneIntegration Server and Client need to be updated to the latest version.

Requirements
TelephoneIntegration for MS CRM 2015
Server version: v. 2015.5 or higher
Client version: v. 7.7 or higher

How to add related detail fields to the TI-balloon?

1) First, make sure that you use TI-Server v.2015.5 or higher. If so, please proceed with the next step. If not, download the latest TI Server version.
Once the update has been finished, you will see the following organisation overview. Here, select the appropriate organisation and click on the [Launch config]-button.

Figure 3: TelephoneIntegration Organisation overview.

2) The following window appears. Check the entity you would like to work on (here: Contact) and then click on the [Fields]-button that appears next to the entity.

Figure 4: TelephoneIntegration Server Config.

3) Now the following window appears. In this window, users can specify the details that should be shown with this entity.

Figure 5: Fields details for default TI balloon caller information.

Please note: It is possible to display up to three result fields per resolved record! If additional information from related entitiy is needed, the FetchXML is executed and additional fields are added.

In our example, we also want the FetchXML to return the ticket-number from the last created active case (if the resolved contact is stored in the customer field).

4) To do so, please click on the [Supply custom FetchXML]-button (highlighted in Figure 5)

5) In the newly opened window, please add the below FetchXML. It is supposed to add additional fields.

count="1" >

The GUID of the resolved entity record is replaced with {[GIUDPLACEHOLDER]}

Figure 6: CustomXML dialog

Please note: We highly recommend to test the configured FetchXML query. To do so, we recommend the use of FetchXML builder for XrmToolbox http://fxb.xrmtoolbox.com/

6) Click on the [OK]-button in order to proceed.

7) Next, download and install the latest TI Client version. (to be found in our Download area.)

8) Once this is done, please restart the TelephoneIntegration Client and simulate a call from the appropriate contact. To do so, right-click on TI Client Symbol in the StartPane, then click on Setup and search for the Simulator-tab).
A possible result could look like this:

Figure 7: Additional Fetch result

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

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

Fri, 11 Apr 2014 10:00:00 GMT

Generally, TelephoneIntegration allows users to dial from related CRM-records. But users also have the possibility to set restrictions for the related records to be displayed in the TelephoneIntegration balloon. 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.).

Requirements: TelephoneIntegration

Figure 1: Outgoing call from an opportunity without restrictions, displaying all available related phone numbers.

Figure 2: Outgoing call from an opportunity with restrictions, not displaying related contacts and leads.

In order to set restrictions, you have to create a new settingskey for TelephoneIntegration.

1. To create a new settingskey, follow the steps in this article.

2. Insert the following structure for your new settingskey:

Name*: DFR_Disable_{entity name}
KEyValue: entity name1;entity name2; entity name3
Furthermore, set IsCached as yes

In our example (dialing out starting from an opportunity, accounts should be displayed, but not the related contacts and leads), we have to type in the following structure:

< DFR_Disable_opportunity, contact;lead >

Figure 3: Newly created settingskey

If you want to disable all subrelated data records (meaning that you do not want any related record to be displayed), you have to insert a * into the KeyValue-field and DFR_Disable_opportunity into the Name-field.

3. Result

If you now call out from Opportunity, the TI balloon will only display accounts, but not the related contacts and leads.

Figure 4: Opportunity

Figure 5: Outgoing call from an opportunity with restrictions, not displaying related contacts and leads.

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

How to remove leading digits that are not part of the phone number

Mon, 22 Jul 2013 13:33:00 GMT

When calling over TAPI line, you sometimes need to predial a specific number to make an external call. In some cases, the TAPI driver is also passing this number to the TelephoneIntegration (TI) Client. If the TI Client Balloon then shows the PREDIAL NUMBER + REGULAR PHONE NUMBER instead of only the PHONE NUMBER.

To solve this issue, you must set 2 CRM server-side setting keys.

Settingskey 1: removeLeadingCharacterOnNumber with a cached value to true

Settingskey 2: removeLeadingChars with a cached value 0

The removeLeadingChars value can vary from case to case. Usually, the outside access numbers vary between 0 (zero) and 9 (nine).

The removeLeadingChars setting allows to define a set of characters to be removed and this characters are separated with a semicolon.

(For example 96;9;6;0 means that if a number starts with 96 or 9 or 6 or 0. These numbers will be removed before the search for match in CRM).

Figure 1: MSCRM-addons.com Products TelephoneIntegration

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

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

Tue, 28 May 2013 12:59:00 GMT

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.

In our example we want to call the MsCRM CallCenter (%20386 41 967 600) and discuss some license issues:

1. Call the phone number you have selected via TAPI.

Figure 1: Tapi Call

2. After dialing, you get the phone connection with the called party (in this case with mscrm call center). With the new feature, we are able to select the dtmf directly from TI.

Figure 2: Phone connection established

3. Now we have to select our option:

1 for technical questions
2 for license questions
3 for sales.

In our case, we choose option 2: After pressing the dtmf button in the right upper corner, we should get connected to the agent in the license departement.

Figure 3: Select an option with dtmf

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

How to set the font sizes in the TelephoneIntegration balloon

Tue, 11 Dec 2012 13:39:00 GMT

This blog article outlines how to set the font sizes in the TelephoneIntegration balloon.

Users have the possibility to define the font sizes for the values to be displayed in the TelephoneIntegration balloon.

Open the TelephoneIntegration setup with a right click on the TelephoneIntegration icon which you can find in the taskbar at the bottom of your desktop. Navigate to the Balloon-tab and then to the Internet Browser Popup Style-section.

Figure 1: TelephoneIntegration setup, Balloon-section with option to set font sizes

Here, you can determine the main value font size and the CRM values font size.

Figure 2: TelephoneIntegration balloon

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

Policy options for internal phone calls

Tue, 11 Dec 2012 11:31:00 GMT

This blog article outlines various policy options for internal phone calls.

Start in the TelephoneIntegration setup to determine the policy for internal phone calls. Within the Behaviour-tab, you have several options to do so.

Figure 1: TelephoneIntegration setup with policy-options for internal calls

In case of TAPI calls, internal calls are often represented by an extension number.

For example, let us pretend that your office phone number was +43 (0)316 6880880 28. The number consists of [+CountryCode ](0) [LocalAreaCode][Number][Extension].
In this example, 28 is the extension number and two digits long.
Now, if you would like to define external calls, you need to set 3 as the minimum number length for external calls. In case you are using OCS or Lync, you can define your internal domain(s). For example, if your Lync SIP account is alist@mscrm-addons.com, you would set mscrm-addons.com as internal domain.
Please note: multiple domains must be separated with a semicolon (;).

The policy for internal incoming and outgoing calls can be set separately.
You can determine if the TelephoneIntegration balloon should pop up for incoming and/or outgoing calls or not.
Furthermore, you can determine that TelephoneIntegration should look up the internal number in CRM.
Regarding to this option, you can decide whether TelephoneIntegration should return all records with phone numbers that end with the specific extension number (in our example this would be the 28) or only those whose phone number exactly corresponds to this extension number.

If you prefer the latter case, you need to activate the Only exact matches-check-box (see Figure 1). Additionally, you can determine, if Internet Explorer windows should pop up for incoming and/or outgoing internal calls.

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

How to use integrated search in TelephoneIntegration for MS Dynamics CRM 2011

Fri, 02 Nov 2012 13:41:00 GMT

Within the TelephoneIntegration user interface, called balloon, it is possible to search for CRM-records (accounts, contacts, users, etc.) or for telephone numbers. The found records and telephone numbers are displayed within this balloon and users are able to perform outgoing calls immediately simply by clicking on the displayed record. There is no need to explicitly open CRM to start outgoing calls. The menu opened via a right-click on the displayed record offers the possibility to copy the telephone number or to open the record in CRM.

Figure 1: Search for CRM-records (contacts, users, etc.) using the integrated search of TelephoneIntegration, call the displayed record by clicking on it

Figure 2: Search for telephone numbers using the integrated search of TelephoneIntegration, call the displayed record by clicking on it

Figure 3: Menu opened via right-click on displayed record offers option to copy the telephone number or to open the record in CRM

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

The TelephoneIntegration update service

Fri, 19 Oct 2012 13:25:00 GMT

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.