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FAQ

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Can I evaluate the CTI for MS-CRM Integration application if I don't have any Telephone Exchange nor any Tapi device ?Use SHIFT+ENTER to open the menu (new window).
Yes you can. Download the CTI for MS-CRM Integration application, TAPI version. Then use the simulation console to simulate outgoing or incoming calls.
How can I be sure that the connection to the MS-CRM is working properly ?Use SHIFT+ENTER to open the menu (new window).
You can either use the Searcher module to do a query, or you can use the simulation console to simulate a call and then test if the contact could be retrieved.
Why the About Dialog Box is popped up every 5 calls ?Use SHIFT+ENTER to open the menu (new window).
You use a demonstration license, you can get an use license on our site.
Why the following information message is showed on the Message Log : "No action can be done, either the account doesn't exists or the settings should be changed" ?Use SHIFT+ENTER to open the menu (new window).

That wants to say that the action "Show Account Page" is selected under "Automatic Popup Settings" in the properties and the application does not find any recording with the number showed on the CRMController.

There are 2 solutions :

  1. Delete the action : Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select “Properties”. Under “Automatic Popup Settings”, select the action “Show Account Page” and then click DEL.
  2. Check the option of a new object creation if this one does not exist in the MS-CRM. Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". ? "Actions Settings", check "Create a new entry, when asked to display an object that doesn't exist.", then click OK
Why the following information message is showed on the Message Log : “No action can be done, either the lead doesn't exists or the settings should be changed” ?Use SHIFT+ENTER to open the menu (new window).
Because the action "Show Lead Page" is selected under "Automatic Popup Settings" in the properties and the application does not find any recording with the number showed on the CRMController.
 
There are 2 solutions :
  1. Delete the action : Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the action "Show Lead Page"  and then click DEL.
  2. Check the option of a new object creation if this one does not exist in the MS-CRM. Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". ? "Actions Settings", check "Create a new entry, when asked to display an object that doesn't exist.", then click OK.
Why the following information message is showed on the Message Log : "No action can be done, either the contact doesn't exists or the settings should be changed" ?Use SHIFT+ENTER to open the menu (new window).

Because the action "Show Contact Page" is selected under "Automatic Popup Settings" in the properties and the application does not find any recording with the number showed on the CRMController.

There are 2 solutions:

  1. Delete the action : Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the action "Show Contact Page" and then click DEL.
  2. Check the option of a new object creation if this one does not exist in the MS-CRM. Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". ? "Actions Settings", check "Create a new entry, when asked to display an object that doesn't exist.", then click OK
How to delete an action?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the action to delete and then click DEL.
How to create a call activity for a contact, a lead or an account existing in the MS-CRM when there is a new call ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the call group which you want adding an action. Then click on "Add Action" ? "Create new Activity" and click OK.
How to show automatically information about a lead when he calling ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the call group which you want adding an action. Then click on "Add Action" ? "Show Account Page" and click OK.
How to show automatically information about a contact when he is calling ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Automatic Popup Settings", select the call group which you want adding an action. Then click on "Add Action" ? "Show Contact Page" and click OK.
The language of my application is in French and I want to change it to English. How I could do that ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties". Under "Settings"  ? "Language Selection", in the roll-down menu, select the language and then click OK. It is significant to start again the application to take effect the language change.
Why I am never calls notified intended for my group call ?Use SHIFT+ENTER to open the menu (new window).
Because your group of call is badly or not configured in the properties. To cure it, ask your system administrator to configure your application or edit with notpad the file (groupefile.xml) which is in the CTI for MS–CRM Integration installation folder. It is necessary to write the name of your call group in the tags "Group", then save the file and leave the editor. Open the CTI for MS–CRM Integration properties box, under "Automatic Popup Settings" go under "GroupFile settings" and press "Browse".  Search the file which you have edited, then click OK.
How to create an activity log for unsuccessful calls ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties" ? "Actions Settings", check "Create a log activity at the end of each successful phone call, if contact, lead or account exist.", but also check "Log also unsuccessful calls", then click OK.
How to create an activity log at the end of each successful phone call of a record of the MS-CRM ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties" ? "Actions Settings", check "Create a log activity at the end of each successful phone call, if contact, lead or account exist.", then click OK.
What I have to do to increase my chances to find stored information in the MS-CRM if only the showing Contacts pages action or only the showing Leads pages action is selected ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties" ? "Actions Settings", check "Search in both Leads and Contacts when asked for one of them.", then click OK.
What I have to do to avoid having an error message when I want automatically show information and that the required element does not exist in the MS-CRM ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select "Properties" ? "Actions Settings", check "Create a new entry, when asked to display an object that doesn't exist.", then click OK.
Why just after the installation when I start the application, an error message appears indicating to me that the URL of the CRM cannot be defined ?Use SHIFT+ENTER to open the menu (new window).
There are 2 possibilities :
  1. If you are on "Use the SettingsFile" mode, that comes owing to the fact that the URL is not configured in the "CTIforMSCRMIntegrationSettings.xml" file of the installation folder. Ask to your system administrator the good file or edit the file by filling the tag "CRMServer" by the URL which you use to reach your CRM.
  2. If you are on "Use my settings", it is necessary for you in this case, in the properties window, enter the correct URL of your ms-crm.
Why when I open the application, an error message appears, indicating to me that my license cannot be checked with the CRM ?Use SHIFT+ENTER to open the menu (new window).
There are 2 possibilities :
  1. A fake license number : To cure it, ask your system administrator to provide you a valid license or acquire a new license.
  2. The URL of the MS-CRM is false. It is necessary for you in this case, enter the correct URL of your MS-CRM in the window of the properties or modify the URL in the settings file (CTIforMSCRMIntegrationSettings.xml).
I'm trying to open the help box of the CTI for MS–CRM Integration but when I select "Help" on the contextual menu of the icon in the Notification area, nothing occurs. Why ?Use SHIFT+ENTER to open the menu (new window).
It should be checked if the CTI for MS–CRM IntegrationXX.chm file is in the application installation folder. So that the help opens, it is necessary that the file is in this folder.
A yellow symbol appears on the CTI for MS-CRM Integration notification icon, why?Use SHIFT+ENTER to open the menu (new window).
That indicates one or more exceptions occurred during the course of the program. Make a right-click on the icon and select Properties, then finally select Message Log.
How the About box can be closed ?Use SHIFT+ENTER to open the menu (new window).
Click anywhere on the about box but not on the URL.
How the About box can be opened ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select About.
How the Help window can be opened ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select Properties.
How the Properties box can be opened ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select Properties.
How the Searcher box can be opened ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select Search.
How the CTI for MS-CRM Controller box can be opened ?Use SHIFT+ENTER to open the menu (new window).
Make a right-click on the CTI for MS–CRM Integration icon in the Notification area and select Open.
LAMBERT CONSULTING
LAMBERT CONSULTING