Screen Pop

 

Frequently with a phone integration the user needs to be notified and provided information.  One notification method is to create a screen pop when a call comes in or vice versa.  A screen pop will contain information about the call that you are receiving.  For example, you may want to see the phone number they are dialing from.  Below are the screen pop steps.

Screen Pop Steps

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Sending Information to an Application

Different phone systems provide different values. From inbound calls, you would most likely get the phone number of the caller from the phone system.  You are able to query CRM using a query expression to determine if the caller exists in CRM.  Usually the person who is calling is a contact so you would search against the contact home phone, business phone number or Mobile phone number.  You can also search other entities such as Accounts, or even a custom entity if necessary.

Data Dipping

Data Dipping can be defined as the action of querying the data in Microsoft Dynamics CRM in order to find a corresponding Account or Contact (or any custom entity depending on the requirements) and is dependent upon the information coming from the phone system. Querying CRM to find a corresponding Account or Contact record will likely result in one of 3 scenarios:

Action Based on the Call

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One of the benefits of using CRM is that we can set field values using parameters passed to a form.  This way we will get more information about the phone call and display it.

 

Screen Pop Detail

The screen pop should provide details about the call.  For example, it may include when the call was placed, who placed the call, if the caller-id exists, data about the contact, and verification of information with the caller.  This will save some time manually populating the data.  In addition, if you can get what number the caller dialed then there is the possibility to decide what the purpose of the call is based on the number dialed. With this information, you may be able to introduce further automation.

You can use soap call in order to query additional data. However, you don’t want to query too much data that might slow the process of the pop or the data the shows up.

 

Presenting

One of the features of the phone integration is the ability to “Click to Dial” from with-in CRM. The first part is to add a ribbon button on the form that will contain the click to dial code.  The button will make a call to a link where the phone app has a “listener” available.  Once we click the button the listener will place a call.  Different phone systems can have different mechanisms of adding the IP listener but what this essentially does is give the capability to call an entity (such as a contact or any entity configured with a phone number) directly from CRM.