IMPORT GUIDE. PowerPhone

Transcription

1 IMPORT GUIDE PowerPhone

2 Contents Import... 3 Register... 6 Setup Tab & Configuration... 7 Grid Mapping... 8 Search... 9 Record to Pop... 9 Reading Pane Settings Tab Record Page Search Page Default PowerFind PowerGlobalSearch Custom URL Other Options Strip Prefix for Number Pop New Phone Call Record Security Roles Additional Setup TAPI Driver PowerPhone Agent Uninstalling PowerPhone... 16

3 Import The first step to installing any managed solution in Microsoft Dynamics CRM is to locate the file you want to install, download it and place it on your computer. In this instance, you would go to the PowerPhone webpage, click on Download Solution and save the file in a convenient place on your computer. After you re done with that, log into your Microsoft Dynamics CRM 2011 as a System Administrator or System Customizer you must have administrative privileges. Navigate to Settings > Solutions and click on Import. The next window that opens will let you browse for the solution you are importing navigate to the file, select it and click Next.

4 The next screen that opens up will show the Name / Publisher / Package Type of the solution you are installing. This screen should show PowerPhone from PowerObjects. Click Next, and make sure to check the Activate all processes checkbox, and click Next IMPORTANT: If you do not check this box, the add-on WILL NOT FUNCTION CORRECTLY!

5 A green progress indicator will display while the solution imports. Once the solution is done importing, you will see a screen like the one below. The yellow bar along the top indicates that your solution has imported successfully. Click Close.

6 Register In the Solutions Window, double click on PowerPhone. Fill in your information and click Submit.

7 Setup Tab & Configuration Once you ve registered the solution, select the Setup tab to configure which entities and fields within those entities you would like to search on when there is an incoming call. While setting up these mappings you will also be able to customize which fields are displayed in the reading pane per each entity. The reading pane appears if multiple records are found. The first step in configuring the setup tab is to select which entities you would like to search for when an incoming call comes in. This could be accounts, contacts, leads, cases or other custom entities that will provide useful records to your end users. We have pre-configured PowerPhone with the most common entities but you are free change/remove these settings to suit your organization s needs. The pre-configured entities can be found in the entity dropdown field at the top of the page. To delete an entity from this list simply click the x listed to the right of the entity name.

8 If you would like to add additional entities for PowerPhone to search for, simply select the + Add Entity button above the entity dropdown list. This will open a list of choices where you can select and unselect entities you would like PowerPhone to search for. These entities will also have the click-to-dial feature added to them, so that you can click on the phone number in CRM, and PowerPhone will dial that number for you. Grid Mapping In this section, you can decide what information displays in the Name and Detail columns of the results grid that PowerPhone pops when there are multiple records found matching the incoming caller s phone number. To change the default options, select a new field from the list of options on the right and drag and drop it into the grey field listed next to either Map Name or Map Detail.

9 Please note: the Map Name and Detail can be configured differently for each entity that you setup. Search In the search section of the Setup tab you can choose what fields the incoming caller s phone number is being searched against. You can add as many fields as you would like here, but they should be relevant to the incoming phone number like Main Phone, Business Phone, and Mobile Phone. The phone numbers you configure in the search section are also the phone numbers that will be available for the click to dial feature of PowerPhone. Record to Pop This section of the setup is where you can choose what record will pop when an incoming caller record is found. For example say you have setup PowerPhone to search for Accounts and Contacts; but you want PowerPhone users to always see the incoming caller s account record. So, for Account you would want to set the Record to Pop section to Default that way if you select an incoming caller s associated account record the account record will pop up, but say a call comes in and only a contact is found; if you set the Contact entity s related record in the Record to Pop section to Company Name, when the call comes in, instead of popping the callers contact record it will automatically open the associated Company Account record for that contact.

10 Reading Pane Here you can configure what you want to show in the reading pane, this will be shown when you have multiple associated records found for an incoming caller. Simply drag and drop the information that you would like to see in the reading pane from the list on the right. To delete a field from the reading pane, click on the x next to the name of the field. The Subject and Regarding fields are the header and sub-hear filed that will display at the top of the reading pane for the selected entity. If you have a longer display field, you can add that to the description field.

11 Please Note: You will need to complete all of these setup sections for each entity you want PowerPhone to search incoming callers against. Settings Tab The settings tab is where you can setup the Record Page and Search Page settings. Record Page In the Record Page section you can choose to open the default record page, or if you have a custom page that you would like to be opened you can select Custom Record URL, this will then open your custom record when an incoming call comes in. Search Page In the Search Page section you can choose which search tool to open when no associated records are found in regards to the incoming caller. Default If you choose the Default for your search tool, an Advanced Find will be opened if no records are found for the incoming caller. PowerFind If you select PowerFind for your search tool, PowerFind will be opened if no records are found for the incoming caller. Please note that this option will not be available unless you are subscribed to the PowerFind solution.

12 PowerGlobalSearch If you select PowerGlobalSearch for your search tool, PowerGlobalSearch will be opened if no records are found for the incoming caller. Please note that this option will not be available unless you are subscribed to the PowerGlobalSearch solution. Custom URL If you have a custom search built for your system, you can add the URL in this field so that your custom search opens when no associated records are found. Other Options Strip Prefix for Number This setting will allow you to strip prefixes from a number before the search for that phone number is done inside of CRM. For example, lets say that all of the phone numbers are coming from your phone system with "*1" at the beginning (* ). So, you would want to strip the *1 when searching for a record with that phone number, so that the record in CRM doesn t have to have a *1 in front of it. If this is the case, you would just enter *1 into this box. If you would like more than one prefix to be ignored, please enter them with a comma in between. For example, if you want to strip *1 and *2, then you would input "*1,*2" in the Strip Prefix for Number box. Pop New Phone Call Record When using the click-to-dial feature of PowerPhone, you can decide if you d like to have a phone call record pop open automatically, or not.

13 Security Roles Every user who would like to have access to PowerPhone will need the PowerPhone User security role assigned to them. You can find this under Administration > Users > Manage Users Roles. Additional Setup In order to use PowerPhone, each user must have the TAPI driver and the PowerPhone Agent installed on their machine. Phone TAPI Driver PowerPhone Agent Dynamics CRM TAPI Driver The TAPI driver is something that the user will purchase from their phone provider. The TAPI driver is what connects your phone system with the PowerPhone Agent. Each person who would like to use PowerPhone will need a TAPI driver installed on their machine. PowerObjects does not assist with purchasing or installing TAPI drivers. Lync/Skype Configuration The PowerPhone Agent can be configured to work with Microsoft Lync/Skype for Business instead of a TAPI driver. After unzipping the PowerPhone Agent, open the PowerPhone.exe file, replace the section starting with <applicationsettings> through </applicationsettings> with the script below, then Save. <applicationsettings> <PowerPhoneCti.Properties.Settings> <setting name="tapiproviderassemblyfullname" serializeas="string"> <value>lyncprovider, Version= , Culture=neutral, PublicKeyToken=null</value> </setting> <setting name="tapiprovidertypename" serializeas="string"> <value>lyncprovider.lyncprovider</value> </setting> </PowerPhoneCti.Properties.Settings> </applicationsettings> PowerPhone Agent The PowerPhone Agent install file can be located on the PowerPhone web page. This agent is what connects the TAPI driver to the CRM system. Each user that would like to use PowerPhone will need to install the PowerPhone Agent on their machine. After you ve downloaded the PowerPhone Agent, unzip the file and open

14 the PowerPhone application. Here, you will be asked to choose the phone line of the TAPI driver you set up, as well as the CRM s URL and your username and password to log into CRM. After you ve logged in, click on the icon in the top right corner, and click on Settings. This is where you can set up what types of phone numbers you want to pop screens for.

15 CRM URL: This is where you can update the URL for the CRM that your agent will connect to. Caller ID Query Name: This is the attribute name of what the phone number will be passed to. This is pre-set for you and should not be changed. Ignore Numbers Less Than: You can choose for PowerPhone to ignore phone numbers that are less than a certain amount of digits long. Ignore Call Number Starts With: If you would like PowerPhone to ignore incoming phone calls that start with a specific number, you can input that number here. Dial # for Outgoing Calls: If you normally dial a 9 or a 7 before outgoing calls, you can place that number here and, when using the PowerPhone dialer, the agent will dial this number automatically for you. Allow Only One Instance: If you check this box, then PowerPhone will automatically look to see if there is another instance of the agent running and pop it open, when you try to open the PowerPhone Agent. Log Verbose: Checking this box will log not only the phone number coming in, within the agent s log, but also all actions being done behind the scenes. This detailed log is meant for developer analysis.

16 Uninstalling PowerPhone To uninstall, delete the solution from the solutions list inside of Dynamics CRM. Thanks for your interest in PowerPhone. Should you have any questions, contact us at or Remember, your trial will expire 30 days from the date of import. If you are interested in subscribing, go back to the configuration screen and change try to subscribe and enter your credit card information you will be charged $1/CRM user/month. Interested in more CRM tips and tricks? Check out our blog or subscribe to our newsletter.