Before an entity or PhoneCall activity can be opened by an incoming/outgoing phone call, the phonenumber must be resolved.
1. Check the Behaviour Settings of the CTI 2011 Client. Right click on the tray icon and select the Settings. Are the checkboxes for opening Entity and phone call activity set for outgoing calls?
2. Make sure that the phone number can be resolved in your CRM http://www.mscrm-addons.com/Blog/PostId/9571/CTI does not resolve phone number
3. Does the outgoing number correspond to the Behaviour Setting minimum number digit length to enable processing?
4. If all these settings are correct, enable debugging, make an outgoing call from with a CRM number and send us the log file, with the fields.xml file and a picture of the Behaviour Settings.
That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.