CRM USD - Catch "Click-to-dial"

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Posted on by Community Member

Hi there,

I have issues with the "click-to-dial" functionality of CRM 2015.

I use USD for CRM and what I try to do is catching the "URL-call" from CRM when I click on a phonenumber of a contact or similar. I know how to configure the "click-to-dial" functionality in CRM (open with skype or lync), but that's not the goal.

If I would be able to catch this URL-call or what it is in particular, I want to send an action to my hosted control, (e.g. my CTIConnector) to make the phonecall with my tapi classes (there is no need for skype and lync there).

The problem for me is that I can't find any source or information how to do this and I'm quite new to CRM as well as USD so my backround knowledge is quite small.

Anybody got an idea how to achieve this?

I appreciate any help,

Best Regards,

Eric

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Community Member on at

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CTI integration (Dials your desk phone and also opens the contact record when it detects an incoming call from a contact/account who exist within CRM) is not OTB functionality.

However, these are two very good 3rd party integrations

www.powerobjects.com/.../powerphone

www.mscrm-addons.com/.../Default.aspx

Both offer free trials for testing etc...

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Hi Bryn,

thank you for your fast reply. Well the CTI Integration is complete, I've done this already and it's working fine, for incoming as well as outgoing calls. I did implement this myself with using the "Unified Service Desk" (USD) for CRM Dynamics.

The only thing I am missing is the ability to redirect the "click-to-call" functionality of CRM to my CTI implementation, so it is not using skype/lync, but my CTI classes.

Best Regards,

Eric

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Community Member on at

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Hi Eric,

OK understand now.

Again, unfortunately, as far as I'm aware, out the box this isn't possible, however, there are two routes to go down.....

1) You do this yourself - see this link - msdn.microsoft.com/.../dn864933.aspx

2) There are these 3rd party companies have done a USB to CTI integration (I'm sure they are more, but off the top of my head, I've noted 3 for you)

LiveOps, Professional Services Aspect and Ingenius

Hope this helps

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Hi Bryn,

unfortunately this isn't the answer I was looking for. The 1) link is what I already implemented. And as I said: it already works completely. I can make phone calls, receive incoming ones, transfer calls and so on. I also get my contact form opened when I receive or do a call on my own. It's all fine.

Well I try to explain my "problem" (what's missing) more detailed:

When I have an open form for an contact or a company there is always a field for the telephon number or the mobil phone number or similar. Out of the box, CRM will make a call with skype or lync (depending on what you have selected in your system settings) when you click onto this number.

This will lead to skype owning (or lync) and phone the number (if you are logged in). If I try this behaviour in internet Explorer (in this expample with settings for skype) by clicking on the number "123456" of my contact, a new tab will open with the url: "skype:123456?call" (if lync is selected it would be "tel:123456?call") and I get an popup if internet explorer asking me if I want to allow the website to open skype.

If I try the same thing in Unified Service Desk, there will be no "tab" showing, but skype will open unasked (what's ok if you want to use skype)

Well but I have the working implementation of the my CTI. So what I want to do is this:

I want to catch this event, or url request or whatever is happening in CRM, when the number is clicked. When I got this event I know how to continue. I would pass the url to my CTIConnector, parse the telephone number out of it, and make the call with my CTI.

So the only thing I need, is a way to get this url from CRM when the number is clicked, and redirect it so an some of my own methods (and for sure block the opening of skype or lync)

Thanks again,

Best Regards,

Eric

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Hi there,

I was able to solve the issue and wanted to let you know the way to go, if someone else will face the same problem.

The easiest way to go is this:

1. Create a Windownavigation rule.

2. Don't put anything into the entity Settings but put "tel:" or "skype:" into the URL TextBox.

3. Routetype will be Popup

4. Target will be Tab (or registercard, at least I think that's the name for it in english - I'm using a german one)

5. Define None as Action in result for your Windownavigationrule

6. Create your own Action to resolve when the Navigation rule is triggered

7. Set your own hosted control (In this case I use the CTIConnector class.)

8. Define an Actionname for your Action that will be exectued (I named it "MakeCall" in CRM)

9. Set Data to [[SUBJECTURL]] so the URL ist given to the Action als Parameter.

10. Override the method DoAction from your hosted controll

protected override void DoAction(Microsoft.Uii.Csr.RequestActionEventArgs args) { if (args.Action.Equals("MakeCall", StringComparison.OrdinalIgnoreCase)) { var telnumber = args.Data.Replace("tel:", ""); MakeCallFromURL(telnumber); } base.DoAction(args); }

11. Handle what you want to do in your method MakeCallFromURL

Hope this helps anyone else facething something like this.

Regards,

Eric

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Michael Pallett 25 on at

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Hi Gregorio,

My name is Michael Pallett and I work for a company called SYNETY. We are partners and provide CTI for several CRM providers and one of our biggest is Microsoft Dynamics CRM. we provide functions such as;

Click2Call

Call recording

Automation call noting

Voice mail dropping

Full reporting suite and portal access

and many more features. This is a fully hosted system all we do is integrate our plugin into your Microsoft Dynamics accounts and you're good to go. Also the call recordings are held on our data centres so we don't take up your space on your desktop/laptop.We have an office in the UK and also in Boston USA so our reach in regards to call quality and stability is very high and we have customers as far as Singapore. I would love to speak about this more to see if we can fit your needs or alternatively sign up for your FREE 14 Day free trial at http://bit.ly/YDVkT5

Best regards

Michael Pallett

Inside Sales Executive | SYNETY

T: +44 (0) 330 335 0000

D: +44 (0) 116 424 4222

W: www.synety.com

LinkedIn

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Neil Parkhurst 10,727 User Group Leader on at

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Hi Eric

I have implemented what you require, firstly you will need a window navigation rule that can "capture" the attempted loading of the out of the box skype click to dial. With "skype:" in the url.

Set the action on the rule to "none". This stops the skype functionality happening.You can then hang your own custom actions off that navigation rule to inject your own custom CTI functionality.

Sorry, I wrote this before noticing you'd already worked this out. :)

I assume you have it working now.

Neil

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Tejas Kumar 150 on at

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Hello every one,

Can we have any way to do this with out using the USD. We don't want to use Skype for calling but we are not using USD as well. Please let me know if any body have done this.

Regards,

Tejas

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Hello everyone,

I'm extending my USD application. In my CTI process, when there is an incoming call and I clicked on the answer button, I would like to answer the Lync call using that button from USD.

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EricEckstein

above solution work fine for me

this give below result using " [[SUBJECTURL]]"

url =skype:+921234567?call

how can we can get guid +921234567 in above url

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