Tag: Dynamics 365

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”

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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”

“Not In” \ “Does Not Have” Query in Dynamics CRM – By Cobalt

In Dynamics CRM Advanced Find, Querries can be built for various conditions \ for various filter criteria. But, “Not In” type queries cannot be built and it doesn’t work with OOTB querying. Cobalt has a cool feature which allows users to make “Not In” \ “Does Not Have” types of queries in Advanced Find and for Views.

The Problem:

One Account can have many Cases. Dynamics CRM can display all the “Accounts which has Cases” in Advanced Find\Views. But, Dynamics CRM cannot display all the “Accounts which has no Cases” using Advanced Find\Views.

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Solution:

Use “Does Not Contain Data” clause for filtering Continue reading ““Not In” \ “Does Not Have” Query in Dynamics CRM – By Cobalt”

Updating Resolved Cases in Dynamics 365

Some Dynamics 365/CRM record updates need specific workarounds. Due to various reasons such as adding new fields to case entity, option set changes, migrating data to some other environments etc… developers need to modify the case records including resolved cases. This post is to explain a workaround for updating and migrating Resolved Case records.

Get resolved cases using views or advanced find.

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Export all the resolved case records using Excel Online. Continue reading “Updating Resolved Cases in Dynamics 365”