News.mscrm-addons.com Blog

Call recording feature for TelephoneIntegration

Mon, 20 Feb 2017 16:11:43 GMT

TelephoneIntegration Client offers the possibility to record and store phone calls in Microsoft Dynamics 365 (CRM). This article outlines how to use this feature.

Please note: The feature only works with SIP Client and was built as an 'always store'-option

How to activate the call recording feature
First, please make sure that you have a local registry key called 'PhoneActionMode' with the value 'true' under
HKEY_CURRENT_USER\Software\PTM EDV-Systeme\TelephoneIntegrationclient 2011

If you do not have it, simply create a new settingskey.
To do so, please navigate to Settings > MSCRM-ADDONS.com Products and select TelephoneIntegration with a click on it.

Next, click on the [Add New MSCRM-ADDONS.com Settingskey]-button in the command bar.

In the so opened window, insert the following data:

Name PhoneActionMode
IsCached Yes
KeyValue True

For some more detailed information on how to create a settingskey manually, please have a look at this blog article.

This action creates a new context menu item called 'Phone Action > Record'.

How to use the call recording feature
This action creates a new context menu item called 'Phone Action > Record'.
In order to activate the record functionality, simply click on record whenever you would like to record a call.

Figure 1: Phone Action > Record

At the end of the call, a new generated folder called 'Archive' will contain a new .wav file (including the call recording). Usually, CRM will store the recordings in the registry where you can find the log files as well. Additionally, the so created audio file is automatically uploaded to the correspondent phone call and saved as a note.

The file's name is built up as follows:

636232020958872265_031668088034.wav
TIMESTAMP_PHONENUMBER.fileformat

Figure 2: Recorded conversation

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

SharePoint ErrorMessage: No part of the path in DCP SB Online

Tue, 14 Apr 2015 13:28:00 GMT

This blog article explains what to do when you receive the following error message while saving documents to SharePoint.

DocumentsCorePack failed to generate the document

Addon: DocumentsCorePack ServerBased (Online)

Please find here the OnPremise version of this blog-post.

Please note: The error usually occurrs because of missing or false SharePoint user credentials/rights.

It is mandatory that you have administrative access to SharePoint if you want to correct this error.

1) Go to www.mscrm-addons.com and log in with your credentials

Figure 1: www.mscrm-addons.com login

2) Next go to My Account and click on My cloud services

Figure 2: My Account > My Cloud Services

3) The DocumentsCorePack Online Configuration appears. Please mark the service and click on the [Configure Service]-button.

Figure 3: Open the service configuration

4) Please check if username and password are correct, as well as if the user has administrative access to the configured SharePoint.

Figure 4: Check your credentials

5) If everything is alright, click on the [Save Service]-button and try it again!

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

Open/Save Template Error while creating a label template

Fri, 28 Nov 2014 11:13:00 GMT

If you receive the following error when creating a label template in DCP for CRM 2013, your DCP Server Component is very likely not up to date.

Figure 1: Open Save Template Info

Please make sure that the DCP Server component version v2013.44 or higher is installed.

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

How to save document names separately - advanced settings

Thu, 08 Aug 2013 11:46:00 GMT

The settings of DocumentsCorePack now allows you to configure the "Name" and the "Subject" for the "Document Name" separately. Available vor v5.93 and higher.

Step-by-step description
Write a new, or open a saved document (.docx) with the required content and templates. In this document go to the “www.mscrm-addons.com”–tab and click on “Insert MailMerge Fields”. The “DocumentsCorePack Task Pane” appears.

To configure the "Name" and the "Subject" for the "Document Name" separately, click on “Advanced Settings …” in the “Template Settings”-tab. See screenshot below, highlighted in yellow/orange:

Figure 1: DCP Task Pane

Following dialog will appear:

Figure 2: Advanced Settings for Document Name

Choose a template for “Name” to define the documents name and a separate “Subject” name for your document. You can add additional information e.g. by typing ‘account number:’+<> the possible result appears as follows:

account number: 18953

For more information please click here and read our blog article about “Template Settings for DCP (OpenXML)”

Click on [Apply] to continue. Now your Advanced Settings are set.

Figure 3: Advanced Settings

Figure 4: www.mscrm-addons.com-tab

To set the relationship to CRM, click to the “www.mscrm-addons.com” –tab and click “Choose CRM Data”. Following window appears:

Figure 5: MailMerge with Microsoft CRM data

Type in the requested account name and click on “Search” and “Select” an account to continue.
Now your document is CRM-related. To go on, click on the “Create CRM Activity”-button in the “www.mscrm-addons.com”-tab.

Figure 6: www.mscrm-addons.com-tab

The following dialog will appear:

Figure 7: WordMailMerge

Now you can see the chosen subject name. In our Case its “account number”. Define the type of your activity and click “OK” to generate your CRM-related activity. If you open CRM and search for the account name chosen before you can see your generated document as a new added activity.

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

[Save as DOCX]-button

Thu, 13 Dec 2012 12:22:00 GMT

This feature offers you the option to save a document directly to the proper location in CRM without having to generate an activity.
The location depends on the configuration, which is defined within the DocumentsCorePack server configuration tool.

To take adavantage of this new feature you need at least the following version:

- DocumentsCorePack Client for MS CRM 2011 5.73

Specification

The Save document-feature is an additional button in the www.mscrm-addons.com-tab (see Figure 1).

The button enables you to save a merged document to a specific location without having to generate an activity.

The document can be saved in various formats, directly form the drop down menu. The button itself saves the document as a Microsoft Office Word Open XML document (docx).
Document types that are supported by Word, but are not listed in the menu can be selected with the Save as...-option.

Figure 1: www.mscrm-addons.com-tab with [Save as DOCX]-button

DocumentsCorePack template properties like DocumentName, CreateActivitiesFor and Save-To subfolder(s) affect the location and the name of the document when using this feature.

Please note: Directly after the merge, the document might only have a generic name (e.g. Result1223473.docx). The DocumentName property will be applied as soon as you use the [Save as DOCX]-button.

If no DocumentName poperty is set, the name that is displayed in the header in Word (e.g Document1, Result1223473.docx) will be used in the save document location.

Configuration

If you to enable/disable this feature, you may change your DocumentsCorePack Settings.

To access to the settings dialog, open Word and navigate to the www.mscrm-addons.com-tab > DocumentsCorePack Settings > General.

In the so opened settings, you may configure the [Save Document]-button by checking/unchecking the checkbox next to

'Save Document' - Button visible.

Figure 2: DocumentsCorePack Settings

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

CRM entities created during the installation

Wed, 18 Jul 2012 16:18:00 GMT

Each product installs the following entities in CRM:

ptm_mscrmaddonstemp

Containing pre-user & temporary settings

ptm_mscrmaddons_settings

Container for ProductSpecific settings

ptm_mscrmaddonscommetadata

Containing metadata of CRM for products

ptm_mscrmaddons_key

Sepcific Key/value pairs for product settings

ptm_mscrmaddonscom_debug

Entity storing debug information for actions where no file access is allowed.

Also, each product installs a new Security Role, mscrm-addons general security role.
This security role is covering the required access rights for the entities listed above.

Product specific entites for DocumentsCorePack (DCP):

ptm_dcpspssiteconfig2011

Saves information about Sharepoint Storage of documents

ptm_mscrmaddons_dcptemplates

Contains the DCP Templates required for creating the documents.

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

Save modes of RecordCounter for MS CRM 2011

Thu, 03 May 2012 18:55:00 GMT

If you hit the [OK]-button on the RecordCounter Server Config first, it will generate and save the fetches and then generate and import the RecordCounterServerConfig-solution.

In some cases it will be helpful to only save the fetches or only to import the solution.

This article describes how this can be achieved.

Make the selection box visible

In the RecordCounter Server Config there is a hidden selection box. If visible, it can be used to select the save mode of the Config. In the following two cases the box will be visible:

1: After you have set a registry value to true

Open the registry on the server on which the RecordCounter is installed and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\PTM EDV-Systeme\RecordCounterserver

Figure 1: Registry editor

Add the string value ShowConfigSaveMode with the value true to it.

Figure 2: String value ShowConfigSaveMode

2: If during the save process an error occurs

After you have hit the [OK]-button, the RecordCounter Server Config will save all settings and import the solution. Once the settings have been saved successfully, and if during the import of the solution occurs an error, the selection box will be shown.
But in this case the save mode is set to SolutionOnly and cannot be changed. The reason for this is that there is no need to save the settings and only the solution needs to be imported again.

Available Save Modes

There are three modes available.

Figure 3: Available save modes

SettingsAndSolution:
Using this mode, the Config will first save all settings, e.g the fetches. The second step is to import the generated RecordCounterServerConfig-solution.

This is the default mode. It will work in 99 percent of all cases.

If the selection box is hidden, this mode is selected.

SettingsOnly:
This mode will only generate and save fetches for the selected entities. Theses fetches will be executed to count the linked records.

SolutionOnly:
This mode will only generate and import the RecordCounterServerConfig-solution. It adds a link to the ptm_LineItemCountOnload-library and executes the StartLineItemCount-function for all selected entities.

Purpose of theses modes

These modes can be very helpful if you, for example, have detected that the entity Account causes a solution importing problem. The reason for that could be that the main entity from Account is unmanaged.
In this case check all entities (Account-entity as well) for which the RecordCounter should be activated. Select the SettingsOnly-mode and hit the [OK]-button. After the process has finished, all necessary settings (like fetches for all selected entities) have been stored.

Therewith, the RecordCounter will start, the ptm_LineItemCountOnload-JavaScript-library must be added and the starting function must be executed. This can be done for all managed entities by using the RecordCounterServerConfig-solution.
As shown in the example, leave the same entities selected, but uncheck the whole Account-entity, as it is causing the problem. Next, select the SolutionOnly-mode. Then start the import process with a click on the [OK]-button again. After the process has finished, the RecordCounter is set up for all entities, except for Account.
Now, the RecordCounter will work for Account as well. You will have to add the library and execute the starting function for it manually. How this can be done is described in the following article.

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

CTI does not resolve phone number

Fri, 02 Mar 2012 13:46:00 GMT

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.

DocumentsCorePack template security settings

Wed, 30 Nov 2011 15:46:00 GMT

In CRM 2011, all DocumentsCorePack templates are stored in custom entities.
The name of this custom entity is DocumentsCorePack Template (ptm_mscrmaddons_dcptemplates).
Every record of this entity has the template attached as a note.

You have got the possibility to modify the access privileges by adjusting the CRM permissions for CRM users of this custom entity.

Figure 1: DocumentsCorePack template security roles

Documents Core Pack adds a custom security role to your CRM with the name DocumentsCorePack Security Role. This role is added to every user after installation.

If you are going to modify an existing role, or if you are going to create a new role to restrict the template permissions, please make sure that the following privileges are set as well.
Otherwise, problems while running DocumentsCorePack could occur.

Permissions required to grant DocumentsCorePack running trouble-free

Plug-in Assembly: READ
Plug-in Type: READ
Sdk Mesasge: READ
Sdk Message Processing Step: READ
Sdk Message Processing Step Image: READ

Figure 2: Minimum permissions required

Permission required when working with SharePoint

This permission is necessary if you use DocumentsCorePack with the CRM integrated SharePoint solution.

Document Location: READ

Figure 3: Permissions required when working with SharePoint

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

DocumentsCorePack Client save locations

Wed, 30 Nov 2011 14:11:00 GMT

There are three major save locations for files that are used by the DocumentsCorePack Client.

1. The installation directory

The installation files of DocumentsCorePack can be found here:
C:\Program Files\PTM EDV-Systeme GmbH\Documents Core Pack Client for MS CRM 2011.
(or C:\Program Files(x86)\PTM EDV-Systeme GmbH\Documents Core Pack Client for MS CRM 2011 depending on your Windows and Office version)

If you have changed the installation path during the installation process you will find the files there.

This directory contains the needed assemblies and rescources.

Please note: Never ever delete, change or modify any files in this location.

2. The application directory

The application data location can be found here: %APPDATA%\DCP

The location above is equal to C:\Users\[YourUsername]\AppData\Roaming\DCP.

This location can contain volatile subfolders and documents.
The most important subfolder here is called metadata.
This folder contains the metadata information of your CRM organization(s).
(Click here to learn more about How to change the metadata location)

3. The temporary directory

The application data location can be found here: %TEMP%\DCP

The location above is equal to C:\Users\[YourUsername]\AppData\Local\Temp\DCP

This location contains temporary files like e.g. downloaded templates.
The most important subfolder in this location is the subfolder log, which contains debug files if debugging is enabled.
(Click here to learn more about How to enable debugging for DCP)

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