Configuring CRM Integrations - Dynamics CRM 2011
- awimalasatya
- spoudel (Deactivated)
Configuring CRM Integrations - Dynamics CRM 2011
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
General Settings
- CRM Discovery Service– The address of the web service for authentication.
- Organization– The name of the organization configured in Dynamics CRM 2011.
- Credentials– This will be filled automatically according to the other settings below it.
- Username– The name of the Dynamics CRM 2011 account to use.
- Domain– The domain name of the Dynamics CRM 2011 account, if applicable.
- Password– The password to the Dynamics CRM 2011 account.
The ‘Login’ button will test the credentials and advise when successful.
Incoming Call
Screen Pop – Displays the Contact screen when the caller is found.
- Never– The feature is disabled.
- When Ringing– As soon as the call rings.
- When Answered– When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Outgoing Call
Screen Pop – Displays the Contact screen when the caller is found.
- Never– The feature is disabled.
- When Ringing– When the call is still ringing.
- When Answered– When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM
Campaign Call
Screen Pop – Displays the Contact screen when the caller is found.
- Never– The feature is disabled.
- When Presented– When the next campaign call is assigned to agent.
- When Ringing– As soon as the call rings.
- When Answered– When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Screen Pop – Displays the Contact screen when the caller is found.
- Never– The feature is disabled.
- When Presented– When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Email in History – Creates a log of the email in History
End of article.
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