Category Archives: User Guide

Day to day guide for users of Dynamics Telephony

Click-to-call for any phone.

This is a standalone feature that does not require the Dynamics Telephony Client.

This feature allows you to click on any phone number in a Dynamics 365 CRM entity, and the call is automatically dialed for you and ALSO logged in CRM for you automatically.

The system first rings your own phone (mobile, landline, smartphone app, anything). When you answer that, the system will bridge in the number you clicked on. So, no special integration or settings are required to get going. Simply provide your own phone number and you are ready to go.


Feature Highlights
  • Works on phone numbers within the following records: Contacts,  Accounts,  Phonecall activities,  Leads,  Opportunities, and Cases.
  • You can set your “Calling Number” to any phone number that you own.
  • Logs each call in CRM
  • Pops a quick-form for adding a note to the call.
  • Quick-form includes a Mark Complete button to save the note and complete the phonecall activity
  • Enable just on the CRM User Roles you want
  • Enable just on the CRM Apps you want.
User Guide
  1. You will know this feature is enabled for you by the presence of an expand-button  ( < ) just under your name – top right of the CRM page.
  2. When you click on the phone icon beside a phone number, the system will dial it.
  3. A panel will open on the right, to allow you change the call log. You can change the subject or notes (Description) of the call
  4. Click Mark Complete in the side panel when done to save the call log. the panel will close (hide).

Why queueitems don’t come through

Dynamics Telephony checks for a new queue-item after every call and then every 30 seconds. Here are reasons why this will not happen.

You are not “Available”

Your user status should be green. In some cases orange is OK too. But you should definitely not be red. (the text will vary depending on your phone system, but the color is the key)



NOTE: Your phone system may put you in “Red” after a call. Disable this if you can.



You are “Paused”


You are put into “Pause” state if you have not selected an outcome by the end of “Wrap” time.

To get out of “Pause”, click the “Play” button. You may have to select and outcome and also wait until the end of Wrap time (or “Skip” the Wrap time.


You are still on a call

If you see flashing, or red or orange on a call tab, then check that tab to see it is IDLE


Your queue is OFF

If you turn your queue ON/OFF, then be sure it is ON. Click where it says ON/OFF to change. If this is a shared queue, then other users will take about a minute to change too.





Handy phonebook with Call History

Dynamics Telephony contains a very convenient Phonebook panel, complete with Call History.


All your internal and external contacts can be listed here. Simply start typing the name in the Search Box and the list is instantly filtered to match.

Click on a contact to call them. If you have a call in progress already, clicking on a contact will Transfer the call to them. Quick and easy.

Or enter a number in the Dial Box for contacts not in your phonebook.

See here for how to set up your phonebook, for individual users or teams.

Call History

The Phonebook panel also contains your Call History for the last 7 days (or to the limit of records set by your system administrator).


Here you can see you recent Missed Calls, as well as your recent inbound and outbound calls.

Move your mouse over an item to reveal three buttons:
– Dial the contact
– Navigate to the entity in CRM
– Navigate to the phonecall activity in CRM

Consult, transfer and conference

Blind Transfer

This is where you want to transfer a phone call to a co-worker blindly – without speaking with your co-worker first.

  1. Blind Transfer must be enabled in Menu > Settings > General > Allow Blind Xfer
  2. When connected on a phone call, Hover over the Phone Book button and make sure Blind Transfer checkbox is ticked
  3. Click on a Phone Book contact -or-
    enter a phone bumber in the dial box and press ENTER
  4. The call is blind transferred and your line is idle
Consult Transfer

This is where you wish to speak with you co-worker before transferring the customer to him.

  1. With a call in progress, make a call on another Call Tab. The first call is automatically out on hold.
  2. When the second party answers, consult with them as required.
  3. Drag the second call (the active call) onto the firs call to complete the transfer
Conference Call
  1. With a call in progress, make a call on another Call Tab. The first call is automatically put on hold.
  2. When the second part answers, hold down CTRL and drag the second call tab on to the first call tab. You are now in conference.
Conference Transfer

Same as Conference Call except you can drop out of the conference and leave the other two parties talking, by clicking the red Release button.

Handling Contact Center Outbound Calls

When Dynamics Telephony is used with DTI and a Contact Center, you can handle the Contact Center Outbound calls. You can accept or reject an outbound call, and you will get a screen pop in CRM of the associated lead/contact/phonecall.

First, use the agent status control (top right) to login and make yourself READY.


Then, when an outbound call is presented for you to do, you will see a prompt on a Call Tab like this

To get more information before you “Accept” the outbound call, you can click on the customer reference (account, contact or lead), or the “Regarding”.

Click Accept or Reject. If you reject the call, notice that you are automatically put in NOT READY.

If you click Accept, the preview timer countdown (top right) may start. After the countdown completes, the phone call is automatically placed to the customer.

See toolbar controls for handling the active phone call

Manage Callbacks

Dynamics Telephony allows you to set a callback promise for a customer. Select the Outcome “callback” in the Dynamics Telephony toolbar.


In the popup, select the date and time for the callback using keyboard entry, up-down arrow or the popout calendar.


The callback promise will be entered as the “Due” time and date for the phonecall activity in CRM. In addition, if you have Dynamics Telephony Integration (DTI) with your contact center, the callback will be automatically presented to an agent at the appropriate time and date.

If you have Outlook integration for CRM, the callback may be managed there too.

Edit Phone Book

In Dynamics Telephony you can save all your frequently used contacts in your Phone Book. Then you can one-click call, or transfer to, these contacts. Also, the contacts in the Phone Book can be monitored for Presence – see here for more details.

NOTE: You can configure the number of columns your Phone Book displays using Menu > Settings > General Settings > Phonebook Columns

Sharing the one Phone Book

If you want, you can easily use the same Phone Book for all users. This way, when you edit the Phone Book (see below), all users automatically get the updated Phone Book.

You could set up one Phone Book for all users, or one for each group.

  1. On each agents PC, edit (using Notepad) the following file (in the App Directory):
  2. Locate the setting PhoneBookFile and set it to the file you want to use. For example,
    <setting name=”PhoneBookFile” serializeAs=”String”>
  3. Restart the Dynamics Telephony client.
    NOTE: If you use Dynamics Telephony client to open the Phone Book and edit it, it will edit this shared file. So you might want to restrict access to this file using the Dynamics Telephony > Settings > Admin Only Access
    IMPORTANT: You MUST keep a backup of the DynamicsTelephony.exe.config file as this file can be overwritten when Dynamics Telephony is updated. You can use the same file for all users

Editing the Phone Book

  1. The Phone Book is contained in a text file on each users PC (or at a shared location). To open yours, go to Menu > Phone Book
  2. These are the XML node descriptions:
    1. <TeamMember>…</TeamMember> This delineates a single contact in your Phone Book
    2. <id>12</id> This is not required. If it is in your phonebook you should remove it must be unique for each contact, if you have it.
    3. <name>John Russell</name> This is the text displayed for the contact.
    4. <uri></uri>   -or-
      <uri>6135551212</uri>   This is the phone number or SIP address of the contact. Use SIP address if you want presence information.
    5. <presence>false</presence>  This is not required and you can remove it. Specifies if Dynamics Telephony should try and get Presence information for this contact. Set to False unless you know you can get Presence for this contact.

Sample ( without presence )

<?xml version="1.0" encoding="utf-8"?>
<PhoneBook xmlns:xsi="" xmlns:xsd="">



You can monitor the presence (or status) of the people entered in your Phone Book (assuming they “publish their presence”). Presence is published by SIP users, and some other systems too.


Setting it up

  1. In Dynamics Telephony settings, under Provider Configuration, tick the checkbox next to Publish Enabled.
  2. In Dynamics Telephony menu, select Phone Book. Edit the users you want to monitor similar to as shown below and save. In particular see the items in bold.
     <name>Polly Curtin</name>

    See here for important details on editing the Phone Book.

  3. Restart Dynamics Telephony client. Hover over the Phone Book icon as shown in the screen snap above.

NOTE: You can also set your own status using the button on the extreme left of the Dynamics Telephony toolbar.