Category Archives: User Guide

Day to day guide for users of Dynamics Telephony

User Guide

Load Phone Calls into the Progressive Dialer

Anywhere you have a set of phone calls, you can add them to the Progressive Dialer to make calling them 50% more efficient.

This screen snap shows the first steps where you 1) Display your phone calls, 2) Choose the due date for the calls, 3) select all calls or just some of them and 4) click the Dynamics Telephony Dialer button to import the phone calls to the progressive dialer

dialer_select_phone_calls

Once loaded, the Progressive Dialer will start immediately to dial the first phone call with a screen pop of it. See here for the Dialer controls and here for the Dialer settings.

User Guide

Transferring Calls

You can use Dynamics Telephony to transfer any call to any destination. For example, you might use Dynamics Telephony to transfer callers to another department or person.

Refer to this screen snap and the descriptions below.

phonebook

Transfer using Dial Box

With a call active on a Call Tab, move your mouse over the Phone Book icon and then down to the Dial Box. Enter the phone number to call and either press Enter or click on the Call button beside the Dial Box. The caller is put on hold automatically.

When the third party answers, click Complete Transfer to complete transferring the first caller to the third party.

If you decide not to complete the transfer, you can go back to the caller by clicking on their Call Tab and then clicking the Hold / Resume icon on the toolbar.

Transfer using Phone Book

With a call active on a Call Tab, move your mouse over the Phone Book icon and then down to a contact and click. The caller is put on hold automatically.

When the contact answers, click Complete Transfer to complete transferring the first caller to the third party.

If you decide not to complete the transfer, you can go back to the caller by clicking on their Call Tab and then clicking the Hold / Resume icon on the toolbar.

Blind Transfer

In the previous examples, if you first check Blind Transfer then, when you initiate the call to the third party, the caller is transferred to that third party without further action.

NOTE: You only see the Blind Transfer checkbox if Blind Transfer is allowed under Settings > General Settings > Allow Blind Xfer

User Guide

Inbound call features

Dynamics Telephony will automatically display the name of the caller when they call in to your phone.

incomingCallTabPopup

 

Click on the Call Tab to automatically answer the call and see a full pop of the callers Account / Contact / Lead record or a Phone Call activity for the caller. The callers record will also get a Phone Call activity so you can see the full call history

inOutCallLog

 

If the callers number is in multiple accounts / contacts / leads then you get a list of all the matches to choose from.

User Guide

Load a set of leads into Dynamics Telephony Progressive Dialer

This process simply involves accessing the list of leads you want to phone and running the Quick Campaign Wizard

  1. Access a list of leads you want to phone.
  2. Select all the leads you want to phone.
  3. From the menu, select Quick Campaign (sse screen-snap below).
    • You get sub-options to select all on current page, or all on all pages, or just the select ones.
  4. Go through the Quick Campaign wizard.
  5. All you need to be careful of is to select activity type of Phone Call and the Subject must be filled out. this should be the reason for the call – e.g. Spring Conference Event.
  6. When done, you see a list of Phone Calls in your Activities that you import into Dynamics Telephony Progressive Dialer in the usual way – see here.

leads2quickCampaign

User Guide

Click to dial

Dynamics Telephony allows you to easily dial phone numbers that are in Dynamics CRM. Anywhere you see a phone number you can click on it and Dynamics Telephony will dial the call. Here are two examples of where you can use this feature: a contact and a list of contacts.

If you are on a contact, the Add Phone Call activity opens automatically for you to note details of the call and save a call log.

click_list_to_dial

click_ph_to_dial

Enabling in CRM

Enable in Settings > Administration > system Settings > General per this screen shot:

enable_click_to_dial_in_crm

 

Phone Number Prefix

This feature will interact with the settings in Dynamics CRM for “Country/region code prefixing”. If you have enabled a prefix for the user or organisation in Dynamics CRM, then Dynamics Telephony will use the prefix too. In addition, Dynamics Telephony can add another prefix for getting an outside line. See here for outside line prefix set in Dynamics Telephony

Dynamics CRM Country/region code prefixing
For click-to-dial the phone numbers must be stored in a valid number format: . However, while entering data in Dynamics CRM, users may not specify the number in the correct format. To solve this, you can enable country/region code prefixing, and Dynamics CRM will prefix the code to the number that you are trying to call. This prefixing can be done at two levels, organization-level and user-level. The user settings override the organization level settings. NOTE: if the value in a phone number field does not start with a number, the prefix specified is not used.

To enable country/region code prefixing at the organization level

  1. In the Navigation Pane, click Settings.
  2. Under System, click Administration, and then click System Settings.
  3. On the General tab, in the Set the default country/region code section, select the Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +1.
  4. Click OK.

To enable country/region code prefixing at a user level

  1. On the CRM Settings Cog ( File menu in CRM 2011), click Options.
  2. On the General tab, in the Set the default country/region code section, select the Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +1.
  3. Click OK.
User Guide

Toolbar Controls

The Dynamics Telephony Toolbar shows at the top of the Dynamics CRM window. It contains the following controls, which are described beneath the screen shot.

toolbar_controls

SUGGESTION: For best understanding, read about the Call Tabs below first.

  • Dialer – Loads the currently select Phone Calls into Dynamics Dialer and starts to dial them using the current Call Tab. Hold your mose over the progress bar to see campaign progress.
  • Stop – Marks the current Call Tab as available. If you were dialing a list of Phone Calls, they are unloaded from the Dialer.
  • Pause – Pause the Dialer. Click again to resume. You might pause to make a click-to-dial call from another Call Tab. the Dialer will automatically pause if you take an inbound call.
  • FFwd – When working in the Dialer, skip to end of Preview time and dial the call, or skip to end of Wrap time and load the next Phone Call.
  • Browser – Home. back and forward controls for the current Call Tab’s browser.
  • Outcome – Select the result or outcome of this call. Outcome examples are Yes, No, Busy, Defer. These make most sense for outbound calls, but it can be used for inbound too. The outcomes are fully configurable
  • Answer – Answer the currently ringing call.
  • Release – Release the call on the active Call Tab.
  • Hold – resume – Put the call on the active Call Tab on hold. The caller hears whatever music on hold your phone system provides. Click again to resume talking.
  • Audio – select speaker and microphone to use, as well as the levels.
  • Call / transfer / Phone Book – Click to see a personal Phone Book of contacts to call or transfer to. For transfer, it can be blind transfer or consult transfer. You can edit the contacts in this list using Phone Book on the Menu.
  • Caller – Callers name (if in your CRM) and number.
  • Copy – For contacts not in your CRM, use this to COPY the callers phone number to the clipboard.
  • Call Tabs – There are 4 Call Tabs. Each one is like a line key on a phone. But it also has an associated Browser with it. So, as you click on a Call Tab, you will see the associated Browser becomes active below it. For example, you might be working a Dialer session, dialing a list of calls in Call Tab 1 when a call arrives incoming on Call Tab 2. If you then click on Call Tab 2 it will answer that call and display the callers Contact record in the associated browser. The current Call Tab has a green light. Flashing green means the Call Tab is not active and there is a phone call on it. Orange means the Call Tab is not active but in use. Grey means it is available for use for a new call.
  • Menu – Menu to access Settings, edit Phone Book, Help, etc.
  • Timer – Timer to count down Preview time or Wrap time. The timer counts up talk time or idle time.
  • Pin – Show / hide the toolbar. When hidden, you can still get to the toolbar by moving your mouse to the top edge of the CRM display. Dynamics Telephony will remember the setting.
  • SIP – Status of your phone line. Green when Dynamics Telephony can control your phone line correctly.