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Setting up the Users

The CTI by Simova users are added via the license activation and assignment. Additional options can be activated for the users in the CTI by Simova user setup.

Info

If the product is already licensed and the administrative user is licensed, an action named Activate Users on the CTI - User List can be used to open the Product User List. This action is only visible for the administrative user.

User List

The user list shows all CTI users who are licensed. Also, a checkbox is displayed for each user, which shows whether the user is an admin or not.

User Setup Card

In addition to the module setup, CTI by Simova has further options for user-specific setups.

Definition

The CTI User Setup Card is structured in two sections. It is possible to set up functions in the "General" area as administrator, e.g.:

  • In which cases the caller card should be opened.
  • For which types the caller card should be opened.

How to configure the caller card and the opening of the caller card

The options for the caller card can be configured following the steps below.

  1. Open the CTI User Setup Card.
  2. Select the General tab.

  3. Here you can configure the following options:

    • Open mask on:
      1. Call: The caller page is opened directly on an incoming call, even if the call is not answered.
      2. Connected: The caller page is opened only when the incoming call is answered.
    • Close mask on:
      1. None: The caller page does not close directly when a call is answered
      2. Connected: The caller page closes only when the call has been accepted.
    • Open outgoing mask on:
      1. User: The outgoing call page only opens when the call is made through Microsoft Dynamics and the CTI interface.
      2. Always: The outgoing call page is always opened, even if the user calls directly through the phone or the phone software.
    • Caller card delay: shows the time interval (in seconds) after which the caller page opens when an incoming call is received.

How to see if a user is currently active and connected to the Tray application

To see if a user is currently active and connected to the Tray application, follow the steps below:

  1. Open the CTI User Setup Card.
  2. Select the General tab.
  3. Here you can see the field Currently active, which indicates whether the user is currently active and connected to the CTI Tray application.

How to configure the Microsoft Teams OAuth 2.0

The options for the Microsoft Teams OAuth 2.0 can be configured following the steps below:

  1. Open the CTI User Setup Card.
  2. Select the Microsoft Teams OAuth 2.0 tab.
  3. Here you can see the following fields:
    • Access Token: Shows if the user has authenticated to the Azure OAuth server.
    • Refresh Token: Shows if the user has received a refresh token during authentication from the Azure OAuth server.
    • Authorization Time: Indicates when the user has authenticated himself.
    • Token expires: Represents when the toke expires and when the user must re-authenticate.

How to configure the CRM Integration

The options for the CRM Integration can be configured following the steps below:

Info

This setup must be configured first in the CRM Setup

  1. Open the CTI User Setup Card.
  2. Select the CRM tab.
  3. Here you can see the following fields:
    • CRM Active:
      1. Enabled, activity log entries are recorded in the CRM during a call based on the setup.
      2. Disabled, no activity log entries are recorded in CRM.
    • Incoming Interaction Template Code: Activity log entry template code for inbound calls.
    • Outgoing Interaction Template Code: Activity log entry template code for outgoing calls.
    • Missed Incoming Interaction Template Code: Activity log entry template code for missed calls.
    • Unaccepted Outgoing Interaction Template Code: Activity log entry template code for not accepted calls.

Differences between CTI Module Setup and CTI User Setup Card

General Functionalities CTI Module Setup CTI User Setup Card
Setup when to open the incoming caller card. image
Setup when to open the outgoing caller card. image
Setup the caller card delay. image
Setup the admin role. image
CRM Functionalities CTI Module Setup CTI User Setup Card
Setup CRM activation. image image
Setup Incoming Interaction Template Code. image image
Setup Outgoing Interaction Template Code. image image
Setup Missed Incoming Interaction Template Code. image image
Setup Unaccepted Outgoing Interaction Template Code. image image
User individualisation image

See also