Month: May 2017

Dynamics 365 + CTI / IVR Integration

What is CTI / IVR?

Computer Telephony Integration, CTI enables computer systems to interacts with the telephone system. There are two main forms of CTI which are Outbound dialing and Inbound call handling.

Interactive Voice Response, IVR is a well-known technology which allows computer systems to interact with humans through the use of voice and DTMF(Dual Tone Multi-Frequency) tones input via the keypad.

How does it work?

Simply, when a customer communicates with a customer care service using the telephone, IVR system can interact with the customer to verify information during the call. This can be Outbound or Inbound, but most organizations use IVR only for handling Inbound calls. Continue reading “Dynamics 365 + CTI / IVR Integration”

Xrm.Utility : openEntityForm with Parameters

Using “openEntityForm” a CRM form can be opened. While it is opening, different form fields values can be populated and those values can be passed to the form.
Xrm.Utility.openEntityForm(name,id,parameters,windowOptions)
name: Entity Logical Name
id: Record id
parameters: Form id, Field Ids, and Values, Custom query string parameters
windowOptions: Flag to open as a New Window

Passing Parameters and Populate Field Values in a New Contact Form

function openNewContact() {
var caseId = Xrm.Page.data.entity.getId();
var title = Xrm.Page.getAttribute(“title”).getValue();
    var windowOptions = {
openInNewWindow: true
};
var parameters = {};
parameters[“new_caseid”] = caseId;
parameters[“new_caseidname”] = title;
Xrm.Utility.openEntityForm(“contact”, null, parameters, windowOptions);
}

Continue reading “Xrm.Utility : openEntityForm with Parameters”