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PowerPhone

PowerPhone

  • Date Created: February 2, 2015
  • Last Modified: March 24, 2015

A subscription to PowerPhone is $1/enabled CRM user/month. A user is defined as anyone enabled in your CRM system, including admin and read-only users.

  • Date Created: February 9, 2015
  • Last Modified: May 29, 2015

PowerPhone supports TAPI 2x and Microsoft Lync phone systems.  If you’re using a TAPI 2x phone system, you’ll also need a TAPI 2x driver.  Please contact your phone provider to obtain the TAPI 2x driver, most are free but you should check with your provider for pricing.  The free PowerPhone agent needs to be installed and configured for TAPI 2x or Lync on each machine you want to leverage PowerPhone’s screen pop and click-to-dial in Dynamics CRM.
Note: We have not tested PowerPhone in Citrix environments.

  • Date Created: February 9, 2015
  • Last Modified: March 24, 2015

This is a part of the customizable setup, you can choose which entities you would like the PowerPhone solution to search for when an incoming call comes in; this can be an out-of-the-box entity or custom.

  • Date Created: February 9, 2015
  • Last Modified: March 24, 2015

PowerPhone allows you to setup the search tool used with custom search pages! Simply add the URL to your custom search during configuration and if a search is needed PowerPhone will pull up your search page.

  • Date Created: February 9, 2015
  • Last Modified: September 2, 2015

PowerPhone is compatible with any phone system that has a TAPI driver that is 2.x compatible and Microsoft Lync.

Please contact your phone provider to obtain the TAPI 2x driver, most are free but you should check with your provider for pricing.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

Open the PowerPhone solution (Settings > Solutions) and select the Setup tab, here you’ll configure which entities and its form fields will be searched to match incoming calls. Start by selecting the “+ Add Entity” button and then select the entity you wish to add. These entities will also be able to use “click-to-dial” feature added.

Now you’ll see several sections which now needs to be customized.

Grid Mapping
Drag and drop the form’s fields, you wish to see in the Name and Detail columns of the search results into the grey area next to the Map Name and Detail labels. These form field values will be displayed when multiple matching records are found.

Search
Drag and drop any form phone number fields that will be searched for matching records when a new call come in. These numbers will also be available to select on the record for the click-to-dial feature.

Record to Pop
In the event the caller’s number is used for two records, you can select the Default checkbox on the entity (ex. Contact) to ensure that record will open. If desired, drag and drop a related entity form field to the Related Record area to have the related entity (ex. Parent Account) record open.

Reading Pane
Drag and drop any other form fields here to customize the reading pane so that when multiple matching records are found, users can view addition information to help select the correct record.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

The settings tab is used to customize the searching, record pop, and call settings for PowerPhone.

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 – an Advanced Find will be opened if no records are found for the incoming call.
  • PowerFind – PowerFind subscribers can choose to have PowerFind opened if no matching records are found for the incoming call.
  • PowerGlobalSearch – PowerGlobalSearch subscribers can choose to have PowerGlobalSearch opened if no matching records are found for the incoming call.
  • Custom URL – enter the URL for your custom built search solution or a new entity record to be opened if no matching records are found for the incoming call.

Strip Prefix for Number
Enter prefixes (ex. 1) that you would like PowerPhone to ignore when searching for matching records of the incoming call. To strip multiple prefixes, place an asterisks in front of each prefix and separate each with a comma (ex. *1, *011).

Pop New Phone Call Record
Checking this box will allow PowerPhone to open a new Phone Call Activity when a call is made using the click-to-dial feature.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

Every user who would like to have access to PowerPhone will need the PowerPhone User security role assigned to them. System Administrators will be able to use PowerPhone, even without having the security role assigned.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

Yes, the PowerPhone Agent will keep a call log of incoming and outgoing calls during your active PowerPhone Agent session. The call log will be cleared when you log out of the PowerPhone Agent, users can save their call logs at any time by selecting the Save As button.

  • Date Created: May 28, 2015
  • Last Modified: May 28, 2015

Testing if your TAPI 2x driver is properly installed is quick and easy with Windows dialer. For instructions, please see our how to blog post.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

Outgoing calls can be made with PowerPhone by using either the PowerPhone Agent or the click-to-dial feature.

Click-to-Dial

On the records that you have chosen to set up in the PowerPhone configuration, you will now see a Call button appear on the record form. Selecting the Call button will display the list of phone number fields that can be used with the click-to-dial feature.

When you click-to-dial a phone number, your phone will begin ringing, pick up the phone receiver to begin the call. If you’ve configured PowerPhone to pop open a new Phone Call Activity, a pop-up will open allowing you to fill in the activity and Save it.

PowerPhone Agent

If you’d like to use PowerPhone Agent dialer to make outgoing calls, you can do so by entering the phone number and pressing Call. Your phone will now ring and the call will begin once you pick up the receiver.

  • Date Created: June 29, 2015
  • Last Modified: June 29, 2015

When a call comes in, one of three things will happen.

One Match

If only one record has a matching phone number, the record will be pop open on your screen.

Multiple Match

If multiple records has a matching phone number, a list of those records will appear on your screen.

No Match

If no record has a matching phone number, the search window you configured will pop open, allowing you to manually search for that record.