Category Archives: Admin Guide

For administrators to set up users and features of Dynamics Telephony

Dialer Import Wizard

Use the Dialer Import Wizard to import a set of lead, account, contact, incident (case) or phonecall records into the auto-dialer.

The Wizard will create a phonecall and queueitem for each imported record. The auto-dialer will then pop those records to the members of the queue and auto-dial them.

To use the Wizard, in the DT Client, go to a list of records you would like to use and select some or all of them. then move your mouse as shown below to see the Wizard. If the button is missing, you need to enable it in DT Menu > Settings : Queue Configuration > Show Dialer Wizard.

Queue Items To – Pick the queue for the items. Use the built-in queue called DynamicsTelephony for the simplest operation.

Queue Item Title – A title for each phonecall. Including a date code or some unique reference is a good idea so you can find these phonecalls later. E.g. Leads 9Feb2023. You can use the placeholders <<name>> and <<type>>, e.g. <<name>> (<<type>>) – 9Feb2023 would result in a title like John Simpson (lead) 9Feb2023

NOTE: If the record has a “subject” (e.g. Topic for lead), that will be used instead as the Subject of the phonecall.

Reject Duplicates – Select to not import a record that is already in the selected queue.

Require Number – Select to only import records that have a phone number. Unless you have specified custom phone numbers for the import record, the phone number fields checked on the import record are, in order:
– telephone1 (Business Phone)
– telephone2 (Home Phone)
– telephone3 (Other Phone)
– mobilephone (Mobile Phone)
The first one found is the one that will be used for the auto-dial calls.

Is Personal – The auto-dialer will pop these records only to you, even if there are other members of the queue available.

Click Start to start the import. You will see the number of leads imported, rejected and duplicates.

System outcomes

Dynamics Telephony can automatically apply outcomes to a call, such as No Answer or Busy. You can see the configuration of most of these outcomes in the Outcome Settings. If you want to change one, click + (as if to add a new outcome), and select the outcome from the list at the top.

Here is the complete list of system outcomes:

noanswer. Outbound queues dialer. The called phone did not answer within the time limit – usually around 22 seconds (configurable). NOTE if you create an outcome called No Answer, it will supersede this system definition. You might do this so the users see No Answer, instead of noanswer, which is more user friendly.

Busy: Outbound. The call received busy signal. the called phone is busy or the network is congested.

EoD: Outbound. Error On dial. the call received an error. It is most likely a bad phone number. It can also happen when the users phone is not working correctly and cannot make calls.

None. Inbound or outbound. The user did not specify an outcome and no default defined for this call. Normally the user is prompted to enter an outcome if there is no default, and they have not chosen one by the end of the call. In this case, the user can choose to “Force End” the call and then “none” is the outcome logged.

Deflect. Inbound. The user clicked Reject when offered an inbound call. It can also happen if the user goes Not Ready / Unavailable during offer of an inbound call. The call bounced to another user.

Reject: Outbound queues dialer. The user clicked Reject when offered an outbound queues dialer call. It can also happen if the user goes Not Ready / Unavailable during offer of an outbound queues dialler call.

MissedCall: Inbound. The user missed a call. The call actually rang on the users phone, but the user did not answer the call before the call stopped ringing. It may be due to the call bouncing to another user after the ringing timeout, or due to the caller hanging up (see abandon).

Queued. Inbound queue calls. The caller joined a call queue on the phone system.

Abandoned. Inbound queue calls. The caller hung up while in the queue.

Default. Inbound or outbound. No outcome specified by the user. Normally this outcome is disabled, and other defaults with names such as “Inbound” or “Click-to-call” are specified instead as default for inbound or click-to-dial calls respectively.

NewdiallerCall. Applied to a newly created queues dialer call, when created by the Dialer Wizard in the DT Client.

transferTarget. Inbound or outbound. The call was transferred to this user, and no other outcome was specified by this user.

transferSource. Inbound or outbound. The call was transferred to another user. The final outcome of the call will be logged by the second user.

Advance Filter for Recordings

Advance Filter for Recordings

Using Advanced find feature to find the recordings created on a certain date. Click on the Advance Find feature.



In Advanced Find filter by Phone Calls and created on a certain date.



Find the Call you want to listen to. Click on the Subject “Test Call 20/01”. This will open the record and you can play/pause the recording of the call from the record. Also from the Recording URL shown, you can click on the URL of the recording which will open a Chrome Browser and play it.



To filter by users phone calls. Select Phone Calls, Created By, Equals and Search feature to search for a specific users. Click Results to filter the search when specific users are added.


Search for the specific users and select from the list shown.


When all the users are selected, click Add to filter for specific users.


All Calls Created by the Users Selected.



To add Recording URL Filter for users Phone Calls, select Edit Columns.


Add Columns and Select Recording URL. This will add a Recording URL column to the users Phone Calls filters.




Click on Save to saved the filters and Recording URL column which can be quickly selected for faster searches. Save it by creating a new which you can use for future searches.


To find Saved Filters, click on Use Saved Views and select the previous saved filter. This can be used for any custom filters that is created to quickly search for site specific reports.



See Access Recordings for more info:


Accessing Recordings

Access Recordings on Dynamics Telephony Client

  • Open the DT Client, select Phone Calls and select on the phone call you wish to listen to the recording


  • To play a recording in a in the DT Client open a record and scroll down to Play Audio.


  •  Scroll down to the Recording URL section and select the world icon, this will then open the Chrome Browser and go to the Recording URL location where the recordings are stored. You can play/pause and download the recording in Chrome Browser.



Accessing Recordings on Phone System

  • Open browser to the URL of the Phone System Administration. Enter the username and password provided, to access the recordings.
  • Select the CDR Reports on the top toolbar under Reports. Using filters to filter the Call Date and Duration will filter all inbound and outbound calls for the selected dates and calls that lasted longer than 1 second.


  • To check all outbound calls for that day. Select Call Date and Outbound CallerID Number to being with 0.


Select on the Recording you want to download.


The file will automatically be downloaded, this file will need a media player ex. VLC Player, to listen to the recordings.

Per Team Settings

Dynamics Telephony settings out-of-the box are either Global or per-user. However, the Global settings are really for the default team called Global. You can add more teams, each with their own set of “global” settings. We call this a Settings Team

To add a new Settings Team

Go to Customize the System > Option Sets and find the option set “Dynamics Telephony Team”. Add a value to it (e.g. Team22 below) for your new Settings Team. Save – Publish All customizations.

Settings Team Optionset

If you have not already done so, Add the Dynamics Telephony Team optionset to your User Form in CRM.

Edit the CRM user you want to be the first member of your new Settings Team and select the value of Dynamics Telephony Team. NOTE the initial settings for the new Settings Team will be the same as this user.

For new or changed users

Set the users team:

Start the DT Client for this user and logon. You should get a message like this (if the selected team was Team22, for example):

Settings Team Changed

When you restart DT Client for the user, they are now in the new Settings Team. You can check the Settings Team in the About box. Any changes to their settings are now applied to everyone in the new Settings Team.

Settings Team About Box

Setup Omnichannel Chat

These are notes to quickly set up Microsoft Omnichannel for chat.

The overall process is add a snippet of code to your website, enable agents for chat and understand the “Capacity” number. If you do not have Omnichannel, then get a free trial from Microsoft here:

Also, for use with Dynamics Telephony, I will show how to set up a custom presence value that will be auto-selected to prevent chats being delivered when you are on a voice call.

When you enable the Omnichannel license, you will see you have 2 new applications, one for Omnichannel Administration and one for the agents (Omnichannel for Customer Service).



When you go into Administration, you will see your admin modules down the left side.

First, go to Chat and add a new widget. Make sure Work Stream is Live Chat Workstream. That’s all you really need. Save.

Now grab the Code Snippet that is shown and copy it to your website page you want chat on. Just place it, as it is, straight before  the </head> tag you will find on your current webpage.



In Users add in existing users of your Dynamics 365 and set their Capacity to 100, assign a queue and maybe the default presence for chat.

Later, we will set the Capacity of a Chat to 50. So with the agent set to 100 this means an agents capacity is full when they are on 2 chats and Omnichannel will not send them another chat until they are back on only one chat.



Now go to Workstreams and edit the default workstream. Set capacity to 50 and mode to push.

In the Allowed Presences select all but Busy – DND. This means you can get a chat in any presence except Busy – DND.


When configuring for use with Dynamics Telephony, in the Custom Presence module, add a custom presence as shown below. Dynamics Telephony will select this custom presence when on a phone call, to prevent Omnichannel sending a chat to the user during a phone call.


Now, to understand and configure the Dynamics Telephony integration with Omnichannel, click here.

Automatic Phonecall Subject and Description

Dynamics Telephony can automatically create a subject and/or description for every call. It can also create a Note. This is useful so that agents do not have to enter details for every call.

The settings to control this are under Advanced Configuration: Phone Subject, Phonecall Description and OtherParty Note. The settings apply to all auto-created phonecalls.

The text you put in the setting is the text that will be put in the auto-created item.

NOTE: You can stop Dynamics Telephony from making the Note, Subject or Description by blanking out the setting.


You can use placeholders in the text for gathering other information about the call. For example, “The result of the call was <<>>”

The list of placeholders is:

  • <<agent>>          – The agents name
  • <<direction>>  – inbound, clicktocall, transfer, queue (dialer)
  • <<otherParty>>
  • <<phone>>        – phone number
  • <<queueName>>
  • <<dnis>>             – The DNIS number
  • <<dnisName>>
  • <<lastCallTime>>
  • <<retryTime>>  – For callbacks and auto-retries
  • <<>>
  • <<regarding>>
  • <<phonecallid>>
  • <<originalcallid>>
  • <<diallercallid>>
  • <<queueid>>
  • <<queueitemid>>

If there is another item of data you think should be available for the phonecall, please ask as it may be available.


Phonebook Contacts CRM Entity

Dynamics Telephony can retrieve its phonebook contacts from CRM or from an XML file. This article explains how to have Dynamics Telephony retrieve its phonebook contacts from CRM.

The contacts are stored in entity Dialler Phonebook Contacts (cts_phonebook). The main fields are:

  • Full Name: Mandatory. A good idea to format like Lastname, Firstname for sorting purposes. The phonebook will be sorted using this field.
  • Phone Number: Mandatory.
  • Phone Book Team: Mandatory. This is used to allow different groups of users have a different set of contacts in their phonebook.

An on-demand workflow is included to copy data from existing Users to Dialler Phonebook Contacts. It copies the phone number from the user “Other Phone” field, and the Team Name from the users Business Unit name.


Then, in Dynamics Telephony Settings, General, fill in the team name for each user.



TIP: You could have a workflow trigger on a user’s “Other Phone” change event, and use that to keep the phonebook synchronized.


Voice Drop Recordings

You can make the pre-recorded messages required for Voice Drop using your PC and some online resources. Below I will give you the steps to record the message, trim off the silence and save in a compressed format for Voice Drop.

1. Record your message

There is a sound recorder on your PC. Use it to record the message. It will save it as WMA format. To find the recorder, simply click on the Windows Start menu and type “recorder”.

You should be in a quiet place and use a headset for the recording.


2. Convert to mp3

You can use an online resource like to easily convert your WMA file to mp3.

Important:  save the file as 64k or 64kbps.


3. Trim off the silence

It is important to aggressively trim the leading silence from your recording. This will ensure your customers hear minimal silence before hearing your message. The same site as above has a silence trimmer at


4. Rename the file

You should name the file so you can track it. I like to name with the subject, the initials of the person and the version. So something like final_attempt_PM_v2.mp3

Now you are ready to import the file into Dynamics Telephony for Voice Drop


Voice Drop – automated voicemails

One hour every day, for every agent, can be spent leaving voicemails for customers. That is not good use of an agent’s time, and it is boring and repetitive.

Voice Drop from Dynamics Telephony can recover all that time for you by automatically leaving a voicemail, while freeing the agent to make another call to another customer.

How to use Voice Drop

When you encounter a customer’s voicemail, select the message you would like to leave for the customer from the Outcomes list. The call will be transferred from your phone to the automated Voice Drop service, and you will be free to make your next call.



You should click on the Voice Drop button just as you hear the start of the “beep”.

How Voice Drop works

When you click a Voice Drop outcome, the customer’s voicemail is transferred to a Voice Drop service. There are two choices for the Voice Drop service.

1. The service can run on an Asterisk based platform – probably on your premises. Scripting in Asterisk will answer the call and play a pre-configured audio clip into the customer’s voicemail. This option can eliminate the per call cost and gives you more granular control. This requires some Asterisk scripting expertise on your side.

2. You can use our cloud-based service. Uploading audio clips to the service is simple. No particular expertise is required on your side.

How to configure Voice Drop – Cloud based

In this mode, you use the same Voice Drop number for every outcome, but you upload a different audio file for each outcome.

1. Contact your Dynamics Telephony representative for your Voice Drop number. Enter it in the Voice Drop number box

2. Make your audio file using any mp3 recorder. There are many free ones online. Be sure to use only mp3 format. More instructions here

3. Click in the audio file box to be prompted for the audio file to upload.
IMPORTANT: wait a few seconds after upload and confirm your file name is in the Audio File box


How to configure Voice Drop – Asterisk based

In this mode, you need to set up one extension number in Asterisk for each Voice Drop Outcome button. The script for the extension will simply answer the call and play a specified audio file. For example:

exten => 2002,1,Answer(500)
exten => 2002,n,Playback(vm_msg_we_will_call_you_back)
exten => 2002,n,Hangup()

Specify the extension number against the Outcome button like this:


DO NOT specify any Audio file in the Outcome configuration. Instead, you have to load the audio file onto your asterisk.

Configuration Tips

If you use per-agent queues with Dynamics Telephony Progressive Outbound, then you can have per-agent Voice Drop buttons. This means each agent can leave messages in their own voice. See here for how to configure Outcomes per agent queue.

If you have different teams or campaigns using Voice Drop, then you can have different Voice Drop buttons per team. See here for how to configure Outcomes per queue

Voice Drop works with click-to-dial. However, click-to-dial Outcome buttons cannot be defined per agent or agent-group.

Use a different colors for Voice Drop buttons to distinguish them as Voice Drop or to group them for a user, for example.

You can combine Voice Drop and other Outcome attributes. For example, in this screen shot, the Voice Drop button will also set up a retry in 24 hours (1440 minutes)


Be sure to use long and meaningful names for your audio files to aid organization. Maybe the name could include the name of the person who made the recording and a summary of the content: e.g. JOHN_we_will_call_you_back.mp3

You can check the audio file for a Voice Drop outcome by viewing the CRM Dashboard called “Dynamics Telephony – Call Outcomes”. Double-click on the outcome you want to see and in the form that opens, the audio file is in the Notes section.