News.mscrm-addons.com Blog

Dialing Rules

Wed, 09 Oct 2019 10:00:47 GMT

When configuring DIALING RULES we need to know exactly how the number must be concatenated for dialing

- internal company calls ( the call is not routed outside your local loop)
- local calls within your area code
- for long distance calls within your country but outside your area code
- for international calls outside your country

To properly set those, we need to know the following codes like

"exit code", "country code", "area code", "trunk code", "access code".

First of all, we need to define what is our
* country code -> Country calling codes are used to dial phone numbers internationally. Each country has an assigned code of its own. In order to dial an international phone call you must always use a country code before the actual subscriber telephone number.
* exit code -> Exit codes, also known as international access codes or international direct dialing (IDD) codes automatically redirect telephone calls to a foreign country. It is the first code you dial when calling abroad. You may replace it with the plus sign (+).

This setting depends on the country you are in.
For example if you are located in United States, your Country Code is 1 and the Exit Code is 011.
If you are located in Germany, then your Country Code is 49 and the Exit Code is 00.
If you are located in Australia, then your Country Code is 61 and the Exit Code is 0011.

Exit Code is a sequence of digits you need to dial for international calls. If a person in Australia wants to call into Germany, then they must dial their own Exit Code 0011 and the Country Code of Germany 49.

For non-international calls, we need to define what is the
* TrunkCode
and what the
* local AreaCode.

National TrunkCode is used to place calls within a certain country. It is the sequence of digits that must be dialed before the Area Code. It is left out when dialing in from abroad.
If you are located in United States, then your Trunk Code is 1.
If you are located in Germany, then your Trunk Code is 0.
If you are located in Australia, then your Trunk Code is 0.

*Access Code is code dialing for accessing phone lines outside your companies phone network. Regardless if you want to make an international call or noninternational call. If the call is internal between the local companies extensions, then the Access Code needs not to be dialed, since there is no need for accessing outside phone netwoork.

For more help please check this side -> https://www.howtocallabroad.com/codes.html

The sintax for internation calls is
[Access Code] + [Exit Code] + [Country Code] + [Area Code] + local subscription number

The sintax for long distance calls is
[Access Code] + [Trunk Code] + [non-local Area Code] + local subscription number

The sintax for local calls is
[Access Code] + [Trunk Code] + [local Area Code] + local subscription number
or if the local area code is not required
[Access Code] + local subscription number

The sintax for internal calls between the local company extensions is to dial only the internal extension (usually not longer than 4 digits).

To set those settings you need to define the Dialing Rules in Phone and Modem settings.
If you have troubles succesfully dialing the numbers over our CTI, you need to pass us the syntax form for

international calls
[Access Code] + [Exit Code] + [Country Code] + [Area Code] + local subscription number
for long distance calls
[Access Code] + [Trunk Code] + [non-local Area Code] + local subscription number
for local calls
[Access Code] + [Trunk Code] + [local Area Code] + local subscription number

To verify the settings go into TIClient / Setup / Phone tab.

After you press the Apply button, those settings will be stored in the Windows LOCAL_MACHINE registry
Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Telephony\Locations\Location

Note: Because the registry branch Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Telephony\Locations\Location has restricted permissions for modifying values, you might need to apply those settings via the official Windows Phone and Modem (telephon.cpl) tool.
Otherwise the changes you made in the TIClient / Setup / Phone / Dialing Rules, will not be saved.

TelephoneIntegration supports UnifiedServiceDesk (USD)

Tue, 29 Mar 2016 11:32:00 GMT

Instead of opening contact/account/lead CRM records in InternetExplorer, the CRM records are opened in the USD client.

Requirements:

The USD client must be installed on the local machine.

The USD package must be deployed in the CRM organization.

A TelephoneIntegration Server-side setting key “UseUSD” must be set with key value “true”.

Also, the CRM / settings / USD needs to be set up properly:

a. ) CRM administrator must add the USD settings as described in the attached PDF document ( the hard way )

OR

b.) CRM admin uses the CRM Configuration Migration Tool to import the PTMUSDCTI.zip file. (the easy way )

Restart of USD client and TI client.

TI addon integration with Unified Service Desk.pdf (581.49 kb)

PTMUSDCTI.zip (74.45 kb)

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

PhoneCall from/to fields are not populated

Thu, 08 Oct 2015 13:56:00 GMT

When you open a new PhoneCall activity (without the always store option), the TelephoneIntegration (TI) Client automatically fills the from and to field with the actual sender and the recipient. The functionality is provided with the TelephoneIntegrationServerCore2013.16 solution.

If it does not work, you must check the checkSender function.

To do so, open the PhoneCall Information Form. Make sure, that in case of an OnLoad event the checkSender function is called from the ptm_PhoneCallDirection.

Figure 1: PhoneCall Information Form

The content of the checkSender function must look like this:

function checkSender()
{
    try
    {
        if (!(window.location.search.match('&id=')))
        {
                    if (window.location.search.match('actualdurationminutes=-'))
                    {
                           if (Xrm.Page.data.entity.attributes.get("directioncode").getValue())
                           {
                                  var from = Xrm.Page.data.entity.attributes.get("ownerid").getValue();
                                  Xrm.Page.data.entity.attributes.get("from").setValue(from);
                           }
                           else
                           {
                                  var from = Xrm.Page.data.entity.attributes.get("ownerid").getValue();
                                  var to = Xrm.Page.data.entity.attributes.get("to").getValue();

                                  Xrm.Page.data.entity.attributes.get("from").setValue(to);
                                  Xrm.Page.data.entity.attributes.get("to").setValue(from);
       }

     name = "actualdurationminutes";
     var regex = new RegExp("[\\?&]" + name + "=([^&#]*)");
                           var results = regex.exec(window.location.search);
                           var dur = parseInt(results[1].replace(/\+/g, ""));
                           Xrm.Page.data.entity.attributes.get("actualdurationminutes").setValue(dur * -1);
                    }
        }
    }
    catch (e) {}
}

Please do also check the PhoneCall Standard form.

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

Error message: ...is missing prvReadptm_ticallinfodata privilege

Wed, 19 Aug 2015 16:41:00 GMT

Error message:

Principal user (Id=56f329cd-2a1f-e511-8118-c4346bad624c, type=8) is missing prvReadptm_ticallinfodata privilege (Id=f83d0785-3924-421b-ad25-9ee898c13b7d)

Solution:

Please make sure, that the user who uses te TelephoneIntegration license, has the following 2 security roles:

TelephoneIntegration security role
MSCRM-ADDONS general security role

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

TIUpdateService is still processing data

Thu, 22 Jan 2015 10:06:00 GMT

This blog article explains what to do if the TIUpdateService is still processing data from previous configuration in TelephoneIntegration (TI) for Microsoft Dynamics CRM 2013.

Figure 1: TIUpdateService is processing data

The main problem is, that in this case, users can not modify and save any new configuration.

So what can you do to avoid this problem?

To avoid this problem, the systemadmin needs to follow the following instructions:

1. STOP the TIUpdateService from services.msc.

2. RUN regedit and go to HKEY_LOCAL_MACHINE\SOFTWARE\PTM EDV-Systeme\TelephoneIntegrationserver

3. DELETE all sub registry keys in HKEY_LOCAL_MACHINE\SOFTWARE\PTM EDV-Systeme\TelephoneIntegrationserver\Configurations

4. DELETE all sub registry keys in HKEY_LOCAL_MACHINE\SOFTWARE\PTM EDV-Systeme\TelephoneIntegrationserver\History

5. EMPTY values from Strings "ActiveService" and "ServiceQueue" in HKEY_LOCAL_MACHINE\SOFTWARE\PTM EDV-Systeme\TelephoneIntegrationserver and set the “ServiceStatus” string to “Idle” value.

6. START the TI Server Configuration Tool and make sure that for the connection with the CRM organisation, you explicitly set the user credentials, not the IntegratedSecurity.

7. After you have applied these changes to the configuration, click on the [OK]-button. The service TIUpdateService will be automatically started.

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

Enable/Disable the PowerDialing functionality

Thu, 09 Oct 2014 10:27:00 GMT

This article outlines how to enable/disable the TelephoneIntegration PowerDialing functionality for TelephoneIntegration (TI) for Microsoft Dynamics CRM 2013.

The TelephoneIntegration PowerDialing functionality can be enabled or disabled in Microsoft Dynamics CRM 2013 by setting a server side setting key.

Figure 1: Mscrm-addons.com Settingskeys: Information

If the KeyValue is set to true, the TI Client is able to use the PowerDialer functionality, else not.

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

How to use a default web browser instead of Internet Explorer in TelephoneIntegration Client

Tue, 27 May 2014 12:56:00 GMT

This short blog article explains how to use the TelephoneIntegration (TI) Client for Microsoft Dynamics CRM with a default web browser instead of Internet Explorer (IE).

How to open TelephoneIntegration with your default web browser instead of IE

Generally, the TelephoneIntegration Client opens CRM records only in Internet Explorer web browser.

But when you set the server-side settingKey UseDefaultBrowserOnly with a cached value to true, the TI Client will pop up CRM records in the default browser.

However, in this mode we cannot control the size and position of the opened browser window, neither the automatic authorization of CRM users.

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.

How to rebuild a phone number index table

Wed, 03 Jul 2013 10:09:00 GMT

When phone numbers are not being resolved correctly, the cause is sometimes an incomplete phone number index table (to be found in the MSCRM-ADDONS.com CTI CallInfos) in CRM.

It is recommended to rebuild this table from scratch. This includes removing all existing data in that table. To do so, we use the Telephone Integration update service. This article outlines how to do so.

1. Start the TelephoneIntegration (TI) Server Configuration Tool and select your CRM organization. Then click on the [Launch config]-button.

Figure 1: Organization Overview

2. Now click on the [Configure Service]-button.

Figure 2: TelephoneIntegration Setup

3. After that, a new window appears.

Figure 3: TelephoneIntegration Update Service Configuration

4. Here, check the checkbox next to the Delete existing data-option

Figure 4: Delete existing data

5. In the CRM Connection Setup-tab, make sure that you have a valid CRM Connection to the right CRM Organization and that the service is authenticated as a CRM user that has a System Admin Security Role.

Figure 5: CRM Connection check

6. Press the [Save Changes]-button and click on the [Activate Job]-button. After few moments, you will see the following update service states:

7. After configuring the service, click on the [Cancel]-button and then click on the [Close]-button.

Figure 6: CRM ribbon

Finally, make sure that the phone number is resolved.

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

How to start the TAPI Test Tool

Mon, 12 Mar 2012 13:06:00 GMT

This article describes the two different ways how the TAPI Test Tool can be started.

Open the installation path of your TelephoneIntegration (TI) Client and start PTM.TI.TAPI2CallOut.exe

Figure 1: Installation path (TI Client)

Now download the TAPI Test tool from www.mscrm-addons.com and run PTM.TI.TAPI2CallOut.exe

After the start, you must select your TAPI line and click on the [Next]-button.

If your TAPI line does not show up, make sure that your TAPI driver is properly installed.

Figure 2: Tapi Test Tool - Select a line

Now please make an incoming call to your TAPI line. (e.g. from your mobile phone)

Figure 3: Tapi Test Tool - waiting for an incoming call

As soon as you have accepted the incoming call with your TAPI phone device, end the call, click on the [Next]-button and make one outgoing call back to the number you have previously called from.

Figure 4: Tapi Test Tool - Create outgoing call

After accepting the outgoing call by your mobilephone, end the call, click on the [Next]-button and email the content of your TAPI testing to support@mscrm-addons.com.

Usually, there should be logging information by incoming and outgoing calls.

If not, please make sure that you have no lack in access/monitor rights to your TAPI line.

In general, the TAPI driver is delivering 3 types of messages we rely on:

PH_E_OnCallerID -> contains the number of the caller who initiates the call
PH_E_OnCalledID -> contains the number that is being called
PH_E_OnCallState -> contains the state ID which can be

0 for disconnected call state
1 for connected call state
2 or 3 or 12 for dialing out call state
6 for offering call state
4 for remote party disconnected call state

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.

What to do if the TAPI wrapper is not working properly

Mon, 28 Nov 2011 12:35:00 GMT

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.

Calling out from a CRM Entity by pressing the [Call Number]-button triggers no reaction

Mon, 28 Nov 2011 12:30:00 GMT

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.

The Entity or PhoneCall activity does not open when a call is made

Mon, 28 Nov 2011 11:44:00 GMT

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.

What to do when the Lync / OCS wrapper does not support outgoing calls?

Fri, 25 Nov 2011 14:48:00 GMT

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.

How to open the fields.xml settings?

Fri, 25 Nov 2011 14:36:00 GMT

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.