PowerCTI
Pop open a caller’s record automatically when a phone call is received within CRM for Dynamics 365.
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PowerCTI

Tired of answering phone calls and the subsequent scramble that ensues to pull up the caller’s record in CRM while the caller is waiting on the other end of the line? With PowerCTI you no longer need to worry about that! When a call comes in, PowerCTI will pop open pulling up the callers CRM recordcaller'su. If the callers number is related to multiple records, the application will pull all related records into a grid and you can select which record you would like to open. Lastly, if the caller is not related to any record in your CRM system, PowerCTI will pull open a search screen where you can conduct a search for the caller.

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Resources

Master Import Guide
Updating a PowerPack
PowerCTI Changelog
Importing a New PowerPack
 

The first step in getting started with any managed solution in Microsoft Dynamics CRM is to import the solution under the Solution section of CRM. To navigate to this section, you would simply go to Settings > Solutions > Select the Import button from the ribbon. This will prompt a dialog box that will walk you through the import process, which is shown below.

  1. To begin the import process navigate to Settings > Solutions in your CRM environment. 
  2. Click on the ‘Import’ icon. 
    IMPORTANT: If you do not have the proper security permissions to upload a solution you may need to contact your CRM Admin.
  3. “Browse” and select the PowerPack solution file that you have previously downloaded to your desktop, once the zip file is populated select “Next”.  
  4. The next screen will verify the details of the solution you are about to import, select “Next” to move on.
  5. On the next screen you will have to make sure that the “Enable any SDK message processing steps included in the solution” option is selected. Once this box is checked, select “Import” in the lower right corner. 
    IMPORTANT: If you do not select this checkbox the solution will not function properly.
  6. Once you have selected the import button a new dialog box will appear showing you a progress bar for the import. This step usually takes between 5–10 minutes, depending on the complexity of the solution. 
  7. Once the import has completed, you will see a screen with an overview of the import and components. Simply select close and move onto the registration process. 

Once the import has completed, double-click on the PowerPack solution you just imported from the solutions list in CRM. This will open the configuration screen of the PowerPack solution, where you can select if you'd like to register for a 30-day free trial or subscribe to the add-on.

Under the “General” section fill-in the required information, including your communication preferences, once you have completed the form select the “Submit” button which is located under the “Profile” tab of the form. 

In order to successfully register and use a PowerPack Solution you will need to agree to the terms of our License Agreement, Terms of Service and our Privacy Policy. Please note, declining the terms of use will stop all PowerPack functionality. 

Learn more about our updated Terms of Use.

Some PowerPacks require connections back to your CRM environment to process data from our cloud. If your PowerPack requires this connection, you’ll see fields for service user username and password. If that is the case, please input credentials of a user that has, at minimum, the Powerxxx Service User security role assigned. This security role includes the minimum level of access this user needs, in order for the add-on to function properly.

Note: This user cannot have two-factor, or multi-factor, authentication turned on. 

For information on using the solution please refer to the corresponding user guide.

Updating a PowerPack Solution

All of the add-ons are constantly being enhanced with awesome new features, so it's always a good idea for users to make sure their PowerPack add-on are up-to-date.

Updating an add-on is quick and easy! Simply follow these 5 steps:

  1. Download the latest solution .zip file from the respective PowerPack web page
  2. Log into CRM and navigate to Settings > Solutions
  3. Click Import and walk through the import steps. Remember to select the options to Overwrite Customizations and activate and processes upon re-import. If presented with the option to "Stage for update", leave the checkbox un-checked.
    Note: Choosing to Overwrite Customizations will only overwrite any back-end plugins that may have been updated since the previous version was installed.
  4. Once the import has completed navigate back to the solutions list and double click on the PowerPack you just imported to open the configuration. Here you may be asked to clean up the components of the solution. If prompted, select ok.
  5. Once the clean-up has completed, select Submit to re-sync your registration with the PowerObjects registration system and you are done!
PowerCTI Changelog

PowerCTI

Tired of answering phone calls and the subsequent scramble that ensues to pull up the caller’s record in CRM while the caller is waiting on the other end of the line? With PowerCTI you no longer need to worry about that! When a call comes in, PowerCTI will pop open pulling up the callers CRM recordcaller'su. If the callers number is related to multiple records, the application will pull all related records into a grid and you can select which record you would like to open. Lastly, if the caller is not related to any record in your CRM system, PowerCTI will pull open a search screen where you can conduct a search for the caller.

Changelog

Version: 1.7.1.0 & 1.6.1.0 PowerCTI Agent
Date: 9/17/2020

-Record now opens in the UCI mode when call is made with phone not present in database
-CalledID is logged
-New Desktop Agent Version compatible with PowerCTI v 1.7.1.0

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Version: 1.6.0.0
Date: 2.13.2020

-Updated PowerCTI model driven app with link to PowerObjects Customer Idea Forum (User Voice).

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Version: 1.5.0.0
Date: 12/25/2019

-Model-Driven App included in V9 solution. This will make it easier to use PowerCTI in the UCI. With this app, you will no longer need to add PowerPack components to the sitemap, as the PowerPacks will come with built in UCI navigation

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Version: 1.3.3.90 & 1.5.0.11 (agent)
Date: 6/24/2019
-Changed the Agent application name to PowerCTI
-Resolved an issue where first time startup required users to restart the agent after setting the URL for their environment.
-Ability to invoke "Call" from UCI. This includes leveraging both TAPI & Skype

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Version: 1.3.1.2016 & 1.3.1.2015
Date: 4/15/2019

- Changed the Display Name and Security role name to PowerCTI, PowerCTI Users

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Version: 1.3.0.2016 & 1.3.0.2013
Date: 05/25/2018

- Registration screen update, to collect communication preferences and Accept Terms & Conditions (for GDPR compliance)

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Version: 1.2.5.2016
Date: 03/6/2018

- Plugin enhancement to improve add-on performance

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Version: 1.2.3.2016 & 1.2.3.2013
Date: 10/29/2017
- Enhanced to allow contents in the settings tab to be collapsible
- Enhanced to support custom parameters

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Version: 1.2.2.2016 & 1.2.2.2013
Date: 07/03/2016

- Enhanced to pop open a phone call activity upon incoming phone call, and to allow users to specify an extended filter on the search rule.

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Version: 1.1.2.2016
Date: 03/27/2016

- Enhanced to work with Dynamics 365

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Version: 1.0.16.2013
Date: 06/12/2015

- Enhancement: Solution now supports Lync and Skype for Business
- Enhancement: Search capabilities have been modified to include new search method

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Version: 1.0.15.2011
Date: 01/12/2015

- Enhancement: Added the click to dial functionality for CRM 2011

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Version: 1.0.15.2013
Date: 12/29/2014

- Optimized for CRM 2015

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Version: 1.0.12.2011
Date: 05/14/2014

- Enhancement: Users can now specify to strip prefixes from numbers
- Minor bug fixes

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Version: 1.0.8.2011
Date: 02/28/2014

- Initial Release

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  • Help Desk and L1

    • Flexible Hours
    • L1 Troubleshooting
    • User Assistance Q&A
    • User Onboarding
    • Knowledge Base Maintenance
  • L2, L3, and Administrative

    • L2 and L3 Troubleshooting
    • CRM and AX Administration
    • Data Maintenance and Repair
    • Root Cause Analysis
    • Ticket Reduction Analysis
  • System Maintenance

    • Rollups, Updates, and Upgrades
    • IT Infrastructure Support Team
    • System Troubleshooting
    • Dynamics 365 Optimization
  • Change Requests

    • Release Management
    • Configuration Fixes
    • Code Fixes
    • Integration Fixes
    • Testing
    • Training
    • Deployments
  • Enhancement Requests

    • Roadmap Development
    • New Configurations
    • New Developments
    • New Integrations
    • Testing
    • Training

PowerPack Support

PowerObjects has a team of support engineers ready to help! Our PowerPack Pros are passionate about helping trial and subscribed users get the most out of their Add-ons.

User Guide

Learn more about using this PowerPack.

View User Guide

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