Category Archives: Install

DT Client Implementation

Throughout the implementation, go-live and support lifetime, we will endeavor to have a DEDICATED ENGINEER assigned to your company. This is a unique approach we take because we know it has big benefits for you. It means your engineer is fully aware of your needs and situation. No need to tell them how important a particular issue is – they will always know. No need to tell them how your business works – they will already know.

Timeline. For budgetary purposes, you can use the following implementation timescales. NOTE, we operate a 2 week shutdown over the Christmas period, usually from December 20 to Jan 4th, inclusive.
– Short – most work done by Dynamics Telephony – 1 month
– Long – work spread over various partners – 3 months

Risks. Here are some common risks to the project, and what we do to minimize them:
– Install issues. We will require early access to a sample end-user environment to identify any install issues up front.
– Network & Security Issues. We will require early access to an end-user environment, along with sandbox CRM and Telephony to identify any network issues up front.

Milestones. Here are some project dependencies/milestones to monitor during the typical project
– Dataverse SDK access via Service User created. This Service User is a client-secret application user configured in Azure Portal.
– UAT environment and test cases agreed.
– IT Support and User Training ready.

If the project is projected to be too long, then we recommend phasing as 1)Outbound operations and 2)Inbound operations.

Project Team Members.

  • Project Manager. Overall responsibility. See timeline above to estimate commitment required
  • Telephony. The person who creates new users on the phone system, or writes the procedure for this. The person who can provide credentials and network access to the Telephony API. Telephony security prime.
  • Users. A prime user of CRM for the use cases envisaged.
  • CRM. CRM architecture prime. CRM security prime.
  • Training. The person who writes the user training guides.
  • Support. The person who provides guides to first line IT support of CRM/Telephony users.

Each member of the team will need to attend a presentation of the DT Client and Q&A on their tasks and impacts.
Following on from that, test users will need to be set up on the phone system and CRM. DT engineers will require access to these.
Depending on complexity, about a day of effort might be required to update training materials for the users.

Sales Call Accelerator – Welcome

You have just installed Sales Call Accelerator (SCA) from Microsoft AppSource. Here are your next steps

Summary of next steps
1. Read about your SCA trial period.
2. Set which Unified Apps and Users can use SCA
3. Set the phone number of the users that will use SCA
4. Make your first test call – get “Welcome” announcement
5. More test calls – get connected to your customers

IMPORTANT: For now, we have a firewall protecting this service. In order for your app to work correctly, you need to send us your public IP address. Simply Google “Whats my ip” to get it. Please email this to us now and we will add it to our firewall

1. Your Sales Call Accelerator Trial

During your free trial period of 14 days, you will be able to make up to 30 calls for free. After that, you can get a further trial period by simply contacting us to extend the trial.

When you are happy with the trial, we will set you up with a permanent licence – free – no monthly charge or anything. You just pay a competitive rate for the calls you make. If you make no calls in a month, you pay nothing for that month! How fair is that?

2. Configure SCA

Select the Unified Interface app called Channel Integration Framework

In the app, click New on the toolbar. See instructions under this image for filling the fields

Name: Sales Call Accelerator
Label: Sales Call Accelerator
Channel URL: Substitute your Dynamics 365 URL in the following example:
Enable Outbound Communication: Yes
Channel Order: 0
API Version: 1.0
Custom Parameters: enter exactly as shown here – do not change anything… {“f” : true, “a”: “”, “b”: “qW23E1as90frt-der”, “c”: “”, “d”: “wd3”}

3. Set Dynamics 365 User Phone Number

When SCA makes a call, it first calls your own phone. So, you need to tell SCA what your own phone number is. You do this by setting it in Other Phone (address1_telephone2) in the User record in Dynamics 365.

You need to do this for each user that will use SCA

4. Make Your First Test Call

Logon to Dynamics 365 as a user with the Unified App and Security Role configured in step 1 above.

Go to a lead, contact, account, opportunity or quote that has a phone number field. Click on the phone icon beside that field.

The Sales Call Accelerator side-panel will open. A few seconds later, your phone (as configured in the previous step will ring). Answer your phone. You will hear the welcome announcement.

Add any notes you want and click Mark Complete. For the full user guide, see here.

Your trial has begun. Your next test calls are described in the next section.

5. Make More Test Calls

Calls after the first test call (previous section) will connect you with the phone number you clicked.

The procedure is the same. Click a phone number in Dynamics 365, answer your phone, you hear the call progressing and you can talk to your customer when they answer.

Check out the quick User Guide for full details.

Check out the Troubleshooting Guide if you have issues

Service User

Dynamics Telephony uses a CRM User we call the Service User. Dynamics Telephony uses the Service User in the background for various install and config tasks. The Service User has sysadmin role in CRM.  You should restrict the permissions once the initial install is done.

The Service User credentials are entered JUST ONCE on this screen. DT will then use this user as the Service User for all users. If you see this screen again (or a user sees it) there is an issue that needs to be resolved. NEVER allow a user enter their own credentials here.


The supported Auth Types are OAuth and Client Secret. Do not use Office 365 as it is no longer supported by Microsoft for this user.

See here for how to set up a Client Secret and Client ID.

Changing the Service User Password

If you need to change the Service User password, then it is best to change it in Dynamics Telephony at the same time as you do it in 365. Have one Dynamics Telephony client open at… > Settings cog > Settings > CRM Configuration. Then make the change in both places and restart all Dynamics Telephony clients.

If you change the password and get locked out of Dynamics Telephony, then follow the procedure below.


  • Find dynamicstelephony.exe It is in a folder like:
  • Right-click on the EXE and make a shortcut
  • Edit the shortcut and add “/admin” at the end like this


Now, when you run Dynamics Telephony using this shortcut, and the connection to CRM fails, you will a the dialog where you can change the service user and password.

Access Required

The Service User needs read-write access to the following in CRM:

  • All entities named starting with dialler…, e.g. diallerUser
  • Phonecall, task, activityparty
  • Account, Contact, Lead, Opportunity, Case, 
  • Systemuser
  • Any custom entities configured with DT.
  • Queues, (plus create on this one:)queueitems
  • (plus create on this one:) Webresources
  • Role, systemuserroles

Turn on impersonation

When you turn on impersonation in DT, entities created by DT are done so on behalf of the current user instead of the DT User.

To turn it on you need to
1. Enter the Organization URI
You get this in CRM > Settings > Customizations > Developer Resources > Organization Service

2. Check the “Impersonate User” checkbox


3. Restart your DT Client

Only one DT Client should be running during this configuration