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Dynamics Telephony Phone Book

Dynamics Telephony contains a very convenient Phonebook panel, complete with Call History.

All your internal and external contacts can be listed here. Simply start typing the name in the Search Box and the list is instantly filtered to match.

Click on a contact to call them. If you have a call in progress already, clicking on a contact will Transfer the call to them. Quick and easy.

Or enter a number in the Dial Box for contacts not in your phonebook.

See here for how to set up your phonebook, for individual users or teams.

Call History

The Phonebook panel also contains your Call History for the last 7 days (or to the limit of records set by your system administrator).

Here you can see you recent Missed Calls, as well as your recent inbound and outbound calls.

Move your mouse over an item to reveal three buttons:– Dial the contact– Navigate to the entity in CRM– Navigate to the phonecall activity in CRM

Edit your Phonebook

In Dynamics Telephony you can save all your frequently used contacts in your Phone Book. Then you can one-click call, or transfer to, these contacts. Also, the contacts in the Phone Book can be monitored for Presence – see here for more details.

NOTE: You can configure the number of columns your Phone Book displays using Menu > Settings > General Settings > Phonebook Columns

How to set up your phonebook, for individual users or teams.

Sharing the one Phone Book

If you want, you can easily use the same Phone Book for all users. This way, when you edit the Phone Book (see below), all users automatically get the updated Phone Book.

You could set up one Phone Book for all users, or one for each group.

  1. On each agents PC, edit (using Notepad) the following file (in the App Directory):

  2. Locate the setting PhoneBookFile and set it to the file you want to use. For example,

  3. Restart the Dynamics Telephony client.

Editing the Phone Book

  1. The Phone Book is contained in a text file on each users PC (or at a shared location). To open yours, go to Menu > Phone Book

  2. These are the XML node descriptions:

    1. <TeamMember>…</TeamMember> This delineates a single contact in your Phone Book

    2. <id>12</id> This is not required. If it is in your phonebook you should remove it must be unique for each contact, if you have it.

    3. <name>John Russell</name> This is the text displayed for the contact.

    4. <uri></uri>   -or-

    5. <presence>false</presence>  This is not required and you can remove it. Specifies if Dynamics Telephony should try and get Presence information for this contact. Set to False unless you know you can get Presence for this contact.

Sample ( without presence )

<?xml version="1.0" encoding="utf-8"?> <PhoneBook xmlns:xsi="" xmlns:xsd=""> <Contacts> <TeamMember> <uri>2000</uri> <name>Reception</name> </TeamMember> <TeamMember> <uri>2002</uri> <name>Gregorie</name> </TeamMember> <TeamMember> <uri>2003</uri> <name>Anne</name> </TeamMember> </Contacts> </PhoneBook>

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