TelephoneIntegration Client offers the possibility to record and store phone calls in Microsoft Dynamics 365 (CRM). This article outlines how to use this feature.
Please note: The feature only works with SIP Client and was built as an ‘always store’-option
How to activate the call recording feature
First, please make sure that you have a local registry key called ‘PhoneActionMode’ with the value ‘true’ under
HKEY_CURRENT_USER\Software\PTM EDV-Systeme\TelephoneIntegrationclient 2011
If you do not have it, simply create a new settingskey.
To do so, please navigate to Settings > MSCRM-ADDONS.com Products and select TelephoneIntegration with a click on it.
Next, click on the [Add New MSCRM-ADDONS.com Settingskey]-button in the command bar.
In the so opened window, insert the following data:
Name PhoneActionMode
IsCached Yes
KeyValue True
For some more detailed information on how to create a settingskey manually, please have a look at this blog article.
This action creates a new context menu item called ‘Phone Action > Record’.
How to use the call recording feature
This action creates a new context menu item called ‘Phone Action > Record’.
In order to activate the record functionality, simply click on record whenever you would like to record a call.
Figure 1: Phone Action > Record
At the end of the call, a new generated folder called ‘Archive’ will contain a new .wav file (including the call recording). Usually, CRM will store the recordings in the registry where you can find the log files as well. Additionally, the so created audio file is automatically uploaded to the correspondent phone call and saved as a note.
The file’s name is built up as follows:
636232020958872265_031668088034.wav
TIMESTAMP_PHONENUMBER.fileformat
Figure 2: Recorded conversation
That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com!
reworkneeded …. it needs to be mentioned that you can also choose the option “always record” in SIPClient / Settings / Audio. This automatically records all the calls.