Demonstration mode is for when you want to test or demonstrate Dynamics Telephony without the complication of connecting it to a telephone system. You can test all Dynamics Telephony features using this mode.
In demonstration mode, a second window is shown called “Customer Phone” – see it on the left in this screen shot
Using this “Customer Phone”, you can simulate a customer calling in to Dynamics Telephony using the “Make Call” button. Fill in their phone number first and you will see their record pop in Dynamics Telephony. Use the “Make call to number..” box to simulate DNIS calls.
Similarly, when you make a call from Dynamics Telephony, using click-to-dial or the Progressive Dialer, you can simulate the customer answering by clicking the Answer button
Setting up demonstration mode
Once Dynamics Telephony is installed, go to the Cog Menu > Settings
In there, pick General Settings
The first item on the list is Telephony Provider – pick Simulator from the list.
Open the Business Element Manager from:
Start > Programs > Avaya ( or Nortel ) > Business Communication manager > Business Element Manager.
In Network Elements, select the IP address of your BCM, enter credentials and click Connect.
In the Task Navigation Panel, expand the System folder and select Keycodes. Check the LAN CTE feature is active and has sufficient seats (in the Data column)
For more information on keycodes, see this document from Avaya.
2. Install & Configure LAN CTE
LAN CTE is the interface between your PC and your BCM Telephone system. LAN CTE includes a TAPI Driver that Dynamics Telephony uses to monitor and control your BCM telephone.
Follow the comprehensive instructions in this document from Avaya. These are for BCM R6, but should be similar for other versions.
Dynamics Telephony supports one TAPI DN (BCM extension phone number). Make a note of the DN for the next step.
3. Configure Dynamics Telepony for TAPI
Finally, in Dynamics Telephony
> Settings > General: set provider to TAPI
> Settings > Provider Account: Set the DN to your extension number
2. Run the installation. Here are some relevant screen shots
3. Once installed, access the configuration from Start Menu or the System Tray Icon shown below
4. Configure user on CUCM for CTI a) Check the “Enable CTI Control” checkbox for the user.
b) Set the Access Control Group for the user to CTI Enabled etc. Read the CUCM help.
NOTE: Check this config if you see (later):
5. Configure user and server per these screens
YOU MUST RESTART YOUR PC AFTER EVERY CHANGE ON THE CLIENT – e.g. even if you re-enter the password.
Log file: see: C:/Temp/cisco folders
6. To test, you can use Microsoft Dialer which is on every PC
Run > Dialer.exe
Menu: Tools > Connect using
– Choose Cisco from the list
– Make a call
7. For advanced debug you can use Julmar Phone from here
Run phone.exe from the download above and test per this screen and instructions below it
a. Pick your phone from the list
b. Pick your line
c. Click Start Session
d. Enter a phone number
e. Click Make Call
7. Configure Dynamics Telepony for TAPI
Finally, in Dynamics Telephony
> Settings > – General: set provider to TAPI
> Provider Account: Set the DN to your extension number
Avaya IP Office connects to Dynamics Telephony using TAPI ( or CCT if you are using AACC). No extra licences needs to be purchased from Avaya for TAPI. Please see the document linked below for getting your Avaya IP Office TAPI installed and configured: http://www.ipofficeinfo.com/pdf/CTI_Link_Installation_Manual.pdf
NOTES FOR THE INSTALLATION – You only need the licence-free TAPILink Lite. It is the same installer as Pro, but you use “Single User Mode”, NOT “Third Party Mode”. – Dynamics Telephony uses TAPI2 – It IS NOT necessary to install the WAV driver as well (see chapter 2 in above document)
– The user and password is the username you use to logon to Avaya softphone.
– DevLink is not required.
– NOTE: Generally, you need to restart Windows for any TAPI configuration change, including simple password changes.
NOTE: you should configure all users that will be controlled as an off-hook station. This will cause the user’s phone to return to the idle state when a call is hung up using TAPI. Without this option set, the phone will remain in a disconnected state until the phone is hung up manually. The off-hook station check box can be found on the Telephony tab of the User’s setting in Manager.
You can configure the TAPI Driver in the Advanced tab of the Phone & Modem control panel.
To verify the installation, you can use the Dialer application that is part of Windows. Run > Dialer. In the Tools menu, select Connect Using.. and find your line
Finally, in Dynamics Telephony > Settings >
– General: set provider to TAPI
– Provider Account: Set the DN to your extension number. NOTE you can leave this blank if there is only one TAPI line available on your machine.
Dynamics Telephony for Avaya Aura Contact Center provides the perfect Unified Agent Desktop – a single pane of glass for Dynamics 365 and Avaya Aura Contact Center agents – out-of-the-box.
Dynamics Telephony provides real agent efficiencies, saving time on every inbound and outbound call. All through a beautifully simple and seamless integration between CRM and AACC.
All calls logged in CRM automatically. This means your customer records in CRM have a full trace of all inbound and outbound conversations.
Agents have all the Contact Center controls they need: Login/ Logout, Ready / Not Ready, Not Ready Reasons (read from Avaya), accept / reject calls, hold transfer and conference.
Inbound screen pop means the handling time of every call is reduced. Dynamics Telephony retrieves the callers number from Avaya Aura and uses it to find the callers record in CRM. This can be CRM lead, opportunity, case, contact or account
Skillset support means the skillset called is passed to your CRM page to be logged in CRM, and to influence the data displayed to the agent so they can deal with the call correctly.
Inbound Dialed Number or DNIS support means that agents can see which phone line, or DNIS, the call is coming in on. This can be via name and logo, like this..
Also, the DNIS can cause the popped CRM page to be populated based on DNIS. For example, to select the Marketing Campaign or Source of the call.
IVR Data can be used for the screen pop (e.g. an order number), or to show IVR choices made (e.g. the caller wants to make a purchase), or to show the caller has been pre-authenticated by the IVR.
Avaya Outbound contacts can be processed by Dynamics Telephony. This means that contacts presented to an agent by Avaya Outbound will pop the related record in CRM and will be processed by the Dynamics Telephony progressive dialer algorithm. See HERE for more details
Click-to-dial is available for all phone numbers in CRM – those in a list and those in an entity. The call is automatically dialed and logged in CRM
CRM Dashboards showing unified CRM & Telephony data are provided. You can adjust these for your own needs using standard CRM tools, as all data is stored in CRM. See HERE for more.
Dynamics Telephony is specifically designed to be flexible to meet many advanced need – out-of-the-box. But in addition, it is designed to be extensible to meet your specific needs easily. See the full list of Dynamics Telephony features HERE
Compatibility: CCT version 6 (Nortel) and greater. Knowledge worker or Contact Center Agent
Citrix: Yes, Dynamics Telephony is Citrix compliant
Hot Desking: Yes, Dynamics Telephony supports Avaya CCT based hot desking.
Avaya Aura Agent Desktop: Yes, Dynamics Telephony can work at the same time as AAAD on an agents PC.
Settings: CCT User, password, CCT Server, port number. You can use one user for all or dedicated users. See these settings:
Single Sign On (SSO): Yes Dynamics Telephony supports Windows single sign on. Simply leave the CCT username blank and DT will use the current windows user to sign on to CCT
Architecture Diagram:
Please contact us for a personal demonstration of Dynamics Telephony for Avaya Aura Contact Center
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– NO SERVER REQUIRED.
VOIP is supported on a Terminal Services session. The audio (microphone and speaker) of the local PC is used via redirection from the remote session. You need Windows Server 2008 RDS or later.
However, you do need to make sure you have sufficient bandwith (especially from server to PC as this has to carry video and audio now) and that the Terminal Server itself can handle the load.
Bandwidth requirement for a Terminal Services session is around 30kbps and a VOIP session would usually be 16kbps or 24kbps, but could be as high as 64kbps if the G.711 codec is used. So check which codec you use for VOIP.
Microsoft Dynamics CRM with Avaya, Cisco, FreePBX, Genesys, TAPI or any SIP