Phone Agent Assistant

Connect Dynamics 365 Customer Engagement (CRM) to Skype for Business

Help and Support

Download and install

Once your organization is signed up for Phone Agent Assistant you can download the companion app for the Windows desktop. This companion app will run on your local Windows machine, side-by-side with Skype for Business to monitor all your incoming calls.

Installation

  1. Download the companion app
  2. After downloading the companion app, extract the ZIP file and run the PhoneAgentAssistant.msi to start the setup wizard
  3. Choose an installation location (the default filled in location is recommended) and click Next to advance
  4. Once the setup wizard is completed you will find the companion app in your Windows start menu, under "Phone Agent Assistant"
  5. Start the companion app for the first time from the Windows start menu to connect to Dynamics 365 and configure your preferences.

Connecting to Dynamics 365 (CRM)

You can connect the Phone Agent Assistant to your online Dynamics 365 Customer Engagement (CRM) organization. The phone number and other details of incoming calls will be used to display the matched contact details from your Dynamics 365 organization. The Account, Contact and Lead entity will automatically be searched for a match. When searching the Dynamics 365 organization, your security privileges will be applied to only match records you have access to.

Connecting for the first time

When you start the Phone Agent Assistant companion app for the first time, you will be asked to connect to Dynamics 365.

  1. Click the 'Sign into Dynamics 365' button to get started
  2. You will be prompted to sign in to your 'Work or school' account, please sign in to the account you use to access your online Dynamics 365 organization
  3. After signing in, a confirmation of your organization's name will appear. If you have access to multiple organizations, you will be asked to select which one the Phone Agent Assistant companion app should use
  4. Click 'Correct, Connect now' to finish connecting

Changing your existing connection

After you've connected to Dynamics 365 for the first time, you may want to change your connection details, to change to a different user account or to change to a different organization.

  1. If it is not yet running, open the Phone Agent Assistant companion app via the Windows start menu
  2. Look for the Phone Agent Assistant icon in your desktop's tray area (next to the clock)
  3. Double-click the Phone Agent Assistant icon to bring up the settings screen
  4. On the left side of the settings screen, select 'Dynamics 365'
  5. Here you can see your current connection and a button called 'Change Dynamics 365' to change it
  6. After clicking 'Change Dynamics 365', you will be prompted to sign in to your 'Work or school' account, please sign in to the account you use to access your online Dynamics 365 organization
  7. After signing in, a confirmation of your organization's name will appear. If you have access to multiple organizations, you will be asked to select which one the Phone Agent Assistant companion app should use
  8. Click 'Correct, connect now' to finish connecting

Call logging

The Phone Agent Assistant can be configured to automatically log incoming calls. By default, calls will only be logged if you explicitly choose to take notes or create a call back reminder. Call logs are stored in the Phone Call activity entity in your Dynamics 365 organization.

You can configure call logging to start automatically, manually or not at all with one of these options:

  • When I start taking notes or schedule a call back
    • Call logs will only be created when you click the 'Start taking notes' button or click the 'Decline and schedule call back' button, they will not be created automatically
  • When I answer the call, start taking notes or schedule a call back
    • Call logs will automatically be created when you answer an incoming call orwhen you click the 'Start taking notes' button or click the 'Decline and schedule call back button'
  • Incoming calls for an existing Account, Contact or Lead from Dynamics 365
    • Call logs will automatically be created for every incoming call that can be matched to anexisting Account, Contact or Lead from your Dynamics 365. Any calls that can't be matched will be ignored, until you answer them or click the 'Start taking notes' button or click the 'Decline and schedule call back' button
  • For every incoming call
    • Call logs will automatically be created for every incoming call, even if it's from an unknown/unmatched contact or if you don't answer it, this is a great way to catch missed calls that came in while you were away
  • Never
    • Call logs will never be created. Choosing this option will also disable the notes panel and the function to schedule a call back

To change this behavior:

  1. Open the Phone Agent Assistant companion app
  2. Look for the Phone Agent Assistant icon in your desktop's tray area (next to the clock)
  3. Double-click the Phone Agent Assistant icon to bring up the settings screen
  4. On the left side of the settings screen, select 'Call logs'
  5. Choose the option you prefer from the 'Automatically create a Phone Call activity' section
  6. Click 'OK' to confirm

Call back reminders

When a call comes in the pop-up notification window will show a 'Decline and create call back' button. Clicking this button will decline the call and create a Phone Call activity in Dynamics 365, reminding you who called and that you should call them back at a later time.

Declining the call will trigger the default behavior of Skype for Business, which will depending on your settings, will disconnect the call, send it to voice mail or forward it.

The reminder date, when to call back, can be set automatically by the Phone Agent Assistant or you could specify it each time you click the 'Decline and create call back' button.

 

Matching Dynamics 365 Contact, Accounts, Leads.

For any incoming call on Skype for Business, the Phone Agent Assistant will automatically search through the Dynamics 365 organization and match records from Contacts, Accounts and Leads.

The matching process primarily focuses on the phone number of the incoming call. All available active Contacts, Accounts and Leads will be searched for a matching phone number. If Skype for Business provides additional contact details, such as an alternative SIP address or an email address, the matching process will use those as backups, just in case no records can be matched by phone number.

Smart matching

Smart matching algorithm allow the Phone Agent Assistant to match phone numbers in your organization in a various notations.
Some examples are:

  • +31 20 888 0530
  • (0) 20-888-0530
  • 31 (0)20.888.0530
  • 020 - 88 80 53 0

While the smart matching algorithm helps with matching different notations, for the most accurate matches it is recommended that you use the full international notation for phone numbers as defined in the standards-based recommendation E.123 by the International Telecommunications Union.
For example: +31 20 888 0530

If you don't store a country code for the phone numbers in your Dynamics 365 organization, the Phone Agent Assistant will use the default country prefix configured in your Dynamics 365 user settings.

System Requirements

The Phone Agent Assistant is an integration solution that runs across multiple applications. Each application has it's own requirements. Please review these requirements to see if Phone Agent Assistant is compatible with your organization.

Dynamics 365 Customer Engagement or
Common Data Service

  • Dynamics 365 Customer Engagement (CRM) Online organization or Common Data Service database
    (On-Premise installations are not supported)
  • Minimum organization version: 9.0
  • Minimum security privileges to install: System Administrator
  • Minimum security privileges to use app: Read privileges to owned Accounts, Contact and/or Lead, Read and Write privileges to own Activities
  • For each user, one of the following (can mix and match): Dynamics 365 Customer Engagement Plan licence, Dynamics 365 app license, Dynamics 365 team member license or PowerApps 2 licence

Windows desktop

A companion app for the Phone Agent Assistant must be installed on every local Windows machine, along side Skype for Business.

  • Windows 7 or Windows 10
  • .NET Framework 4.6.1
    (automatically installed for Windows 10)
  • Minimum user level to install: Standard user
    (no administrator is access required)

Office 365 and Skype for Business

  • Skype for Business Online
  • Office 365 'Calling Plan' license for each user
  • Office 365 'Phone System' or 'Cloud PBX' license for each user
  • Minimum Office 365 user role to install: Global Administrator or User Administrator

-or-

  • Skype for Business Server 2015 or later
    (Using Skype for Business Server, instead of Skype for Business Online, will require additional configuration by our customer service staff)
  • PSTN configuration for Skype for Business Server
  • Skype for Business Server public DNS configuration
  • Minimum Office 365 user role to install: Global Administrator or User Administrator

Ask questions and additional support

For any additional support questions please get in touch with our customer support team by sending an email to .

If you are not yet a customer and you have questions, please get in touch with our sales team instead.

Get in touch with sales

Enabling and disabling users (admin)

To manage users eligible for the Phone Agent Assistant, your user account needs to have the Global Administrator or User Administrator role in your Office 365 organization.

Each user with a valid Skype for Business license, Dynamics 365 license, Phone System license and calling plan is eligible to use the Phone Agent Assistant but, before users can download and install the companion app, they have to be enabled to do so by their administrator.

If you are having trouble finding a user in this list, please make sure that have all the appropriate licenses. When using Skype for Business Server (instead of Skype for Business Online) additional activation is required by our customer service team.

Managing users

  1. Using your administrator account go to the Users and licenses page
    Open Users and licenses
  2. Use the checkbox list on this page to enable and/or disable the appropriate users
  3. Click the 'Apply changes' button to confirm

Subscription management (admin)

To manage your organization's subscription for the Phone Agent Assistant, your user account needs to have the Global Administrator or User Administrator role in your Office 365 organization.