Voice for Dynamics 365 user and admin guides

Voice for Dynamics 365 is an embedded CCaaS solution. Use your CRM as a contact center without separate voice channels. All customer data is stored in one place to create a 360-degree customer view.

1 User Guide
- 1.1 Voice for Dynamics 365 User Best Practices
- 1.2 Sign In
- 1.3 Availability and Display Number
- 1.4 Upcoming Availabilities
- 1.5 Availability & User status Management in Omnichannel for Customer Service App
- 1.6 Making and Receiving Calls
- 1.7 Callback handling
- 1.8 Call Controls and Transferring
- 1.9 Contacts
- 1.10 Pools
- 1.11 History
- 1.12 Menu
- 1.13 SMS Sending
- 1.14 Call Recording pause/resume
- 1.15 Call Supervising
- 1.16 Wrap-Up Time

User Guide

Voice for Dynamics 365 User Best Practices

Voice for Dynamics 365 web phone is supported using Chrome web browser. For the best user experience please use Chrome as your default browser. If your organization is unable to use Chrome browser please use Edge browser as a second option.
Please allow the microphone use / access by the Chrome browser.

When signing in for the first time you may be prompted for missing permissions

Microphone access is required to take and make calls
To be able to give permissions, you need to have a microphone connected.

Clicking on Enable microphone or Enable Notifications makes the browser prompt for permission:

Please save all phone numbers to Microsoft Dynamics 365 in exact E. 164 format.

E.g. +358123456789. This is the format that is needed to identify incoming callers and make click-to-dial outbound calls directly from Dynamics 365 phone number fields.

Voice for Dynamics 365 web phone shall be used in a single Dynamics 365 browser view / tab, where new views and pages are opened within the same single browser view / tab.

Avoid refreshing the whole browser view / tab (e.g. Ctrl + F5). Instead, if you need refresh information on the active page, use built in Dynamics 365 options (use refresh-button on the Dynamics 365 ribbon) for doing so. This ensures that Voice for Dynamics 365 web phone continues functioning as normal.

If you refresh the whole browser view / tab, the Voice for Dynamics 365 web Phone logs out and then logs in again. Active phone call is also disconnected and no incoming calls can be received if you refresh the whole browser view / tab.

Sign In

Voice for Dynamics 365 is automatically initialized after the user signs in to selected Dynamics 365 Application. During the initialization the Voice for Dynamics 365 communication panel gives the following information:

Authentication can happen in two different ways. This is a decision made by your organization which one to use, so you as an end user cannot change the way of authentication.

Standard authentication

Simple for the end-user.

No special actions are needed from you, the phone logs in seamlessly.

Modern authentication

Enables customer to use modern authentication method. Typically user's own Microsoft work credentials (AzureAD) with single-sign on experience.

The system is trying to authenticate you in a pop-up window. If the pop-up cannot be opened automatically, the system gives you instructions on what to do.

You can either

click the link at the top of the message to open the authentication pop-up manually, or
if you don’t want to manually do it on every sign-in, you can enable opening pop-ups automatically.

Enable opening authentication pop-up automatically

At the top of the browser, next to the address bar, click the notification icon.
Select the option Always allow pop-ups and redirects from https://yourorg.crm4.dynamics.com.
Click Done.

After this, authentication pop-up will be opened automatically and you will not see the screen anymore which prompts you to click to open the authentication pop-up.

Post-authentication sign-in process

Sign-in process takes some seconds during the login to Dynamics 365. After initialization and conflict check is ready, phone user interface becomes visible, calls can be made and received.

If phone is already in use in another window or browser tab under the context of same user, a message is displayed after initialization. If the phone works properly in the primary window, this message can be ignored.

Availability and Display Number

Please see: Availability, Display number and Role selection

Upcoming Availabilities

Please see: Upcoming availabilities

Availability & User status Management in Omnichannel for Customer Service App

If the Dynamics environment is running Omnichannel for Customer Service App or Customer Service Workspace App with Omnichannel enabled (user status feature is available as in the upper right screenshot), which uses Unified Routing engine to distribute work items to the user, it is essential to keep user status of Omnichannel and Web Phone in sync. If the status of user becomes Do not Disturb – either because of reaching maximum capacity or the user manually changed the status –, the system automatically blocks incoming calls by setting the user DND in Web Phone as well.

When user status is changed when not in a call, status is mirrored between Omnichannel and Web Phone according to the following mappings:

OC state	Web Phone state
AVAILABLE	Available (0)
BUSY	Busy (1)
BUSY_DO_NOT_DISTURB	DND (2)
OFFLINE	OffWork (3)
AWAY	Away (5)

When the agent is receiving or making a call, Omnichannel status is set to Do not Disturb, to prevent Unified Routing from distributing any work item to the user during a call.

When the call ends, Omnichannel status is reset to the value which was active right before the call.

Making and Receiving Calls

For Voice for Dynamics 365 Web Phone scenarios please see: Making and receiving calls

Click-to-Dial gives the possibility to make a phone call directly by clicking a button in D365 phone number fields. After the field is configured for the Click-to-Dial functionality it will have a specific icon as shown below.

Clicking the phone icon will initiate the outbound phone call.

By default, call details are automatically saved as phone call activity in Dynamics 365 for all answered calls handled via web phone integration for single identified customers. This occurs when the phone call ends. If customer was not identified or multiple occurrences exists – phone call form with pre-populated values will be shown when call is ended and needs to be completed and saved by agent.

Following fields are populated:

· Regarding*

· Description – is taken from the notes area in Voice for Dynamics 365 pane

· Call From*

· Call To*

· Phone Number

· Direction

· Actual Start

· Actual End

· Duration

· Call Recording** – URL will be automatically updated in 20-40 seconds after creation.

· Call Arrived At***

· First Answered At***

· Wait time (until first answer) ***

* - Will be filled in only for the identified customer

** - If the phone call activity completed before this time, the link will not appear.

*** - Populated when there is an incoming call from a call queue / pool.

If the agent received an incoming call from a pool (queue), shortly after ending the call (in 20-30 seconds) the following fields get populated:

Call Arrived at: The date and time when the call reached Enreach’s infrastructure and entered a queue

First Answered At: The date and time the call was answered by a human agent for the first time

Wait Time (until first answer): The time spent (in seconds) in the queue, waiting to be answered by an agent

The fields are visible on the Dynamics 365 Phone Call form only when a value in the field exists.

Callback handling

Users can see the list of open callback requests by navigating to Queue Item view, e.g. by clicking Queues menu on the left within Customer Service Hub app and then selecting Open Callback Requests view. The user can – amongst other details – see for each callback request the number of callback attempts, date and time of last attempt and the number the callback request arrived from. Also, if a contact or account exists in CRM, a reference to the contact/account is added to the callback request.

A user can pick a callback request for handling by selecting the item (first column) and then clicking Pick on the command bar at the top. Picking an item is not mandatory to be able to make the callback, but helps to avoid conflicts between users.

The user opens the callback request by clicking on the item. Callback is carried out by clicking the button next to the phone number the callback request arrived from.

After the callback attempt, a phone call is created automatically to record the fact that an attempt was made. All attempts can be seen on callback request form.

The Callbacks tab shows all attempted and answered callbacks and notes (description) about the successful phone call. The user can also make a callback attempt by clicking the Call button above the grid of callback attempts. Callbacks tab also shows the related callbacks from the same number if there are any.

Call Controls and Transferring

Please see: Call controls and transferring

Contacts

New Accounts, contacts, leads and Phone numbers can be saved to Dynamics 365 as users normally would. You can make an outbound phone call e.g. directly from the Contact forms phonecall field.

To activate Click-to-dial funtionality for D365 fields please see: Voice for Dynamics 365 Configuration Guide | [inlineExtension]1.5.6 Dynamics 365 Click to Dial configuration

For Voice for Dynamics 365 embedded phone contacts please see: Contacts

Pools

Please see: Pools

History

Please see: History

SMS Sending

Please see: SMS sending

Voice by Enreach documentation