Integrations - Microsoft Dynamics CRM Cloud¶

Integration Process of Microsoft Dynamics 365 with VoIPstuido cloud service.

Note: instructions below apply to cloud hosted Microsoft Dynamics 365.

Microsoft Dynamics 365 integration with VoIPstudio telephony cloud service relies on Dynamics 365 Addon "mscrm addon-Telephone Integration: Phone connected to Dynamics". This addon allow following Integration features:

• Simplify dialling

  • Click2Call so you can make calls within Dynamics 365 cloud applications
  • Dialling from related records start calls from e.g. opportunities or cases related to your contacts

• Capture and track phone calls

  • Caller Recognition: Display information about the caller when receiving calls
  • Screen Pops: Automatically open records or new activities
  • Auto creation of Dynamic 365 records: Create new records or activities on incoming calls

• Additional features

  • Call statistics inside Dynamics 365: Analyse your calls based on Dynamics 365 dashboards
  • The Power-Dialer: Based on campaign activities, the Power-Dialer enables semi-automated call queues
  • Supports Unified Service Desk (USD): Full integration into USD

License requirements

• Dynamics 365 per user license *specify valid ones.
• Mscrm-addon user license. There is by default 2 weeks trial period so you can make sure Integration fits all your requirements.

Installation procedure¶

To get the Integration up and running will need to follow steps bellow: 1. Server Installation, we need to deploy "mscrm Telephony Integration" addon 2. User Installation, we need to deploy "mscrm Telephony Integration Client" under each computers we need to run the integration. Note Dynamics 365 user credentials will be required during installation. 3. Setup client "mscrm Telephony Integration Client" with corresponding VoIPstudio SIP credentials.

Server Installation¶

First step in the integration process is to install MSCRM addon under Dynamics 365 cloud service:

1. Log into your Dynamics 365 admin interface and search for "mscrm Telephone Integration: Phone connected to Dynamics" or use link bellow:

https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm-addons.8e279033-8dfc-467e-a0bb-ec7128d2fd02?src=Office&tab=Overview

1. You may need to select desired environment where you like to deploy the app and accept al legal and privacy agreements.

2. This will redirect you to Microsoft 365 Power Platform from where you can check Installation status of your Dynamics 365 applications and components. Wait till Telephone Integration: Phone connected to Dynamics - mscrm-addons.com show as Installed (4)

https://admin.powerplatform.microsoft.com/environments/22cd7a85-05a6-4b22-8582-7f9e89830198/applications

Note: If you are not able to install "mscrm Telephony Integration" from office 365 appsource. You could preform installation from "mscrm-addons" https://www.mscrm-addons.com/LoginPage?returnurl=%2fDownloads%2fDownload-TelephoneIntegration-For-Dynamics365

Client Installation¶

You will need to install Client application under all computers where you like to enable the integration. Please download client application from link:

https://www.mscrm-addons.com/LinkClick.aspx?link=https%3a%2f%2fmscrmaddons.blob.core.windows.net%2fdownloads%2f2020%2fTelephoneIntegrationClient%2520for%2520Dynamics365.zip&tabid=506&portalid=0&mid=2624

1. Set your deployment type and Dynamics 365 user credentials click OK.
2. Fill with your Dynamics 365 server address.
3. Fill with your user Dynamics 365 username.
4. Fill with your user Dynamics 365 password.
5. Click Retrieve all Organization to check connectivity and profile. If details are correct intallation will allow you to proceed to next step.
6. Please select SIP Client.
7. Enable checkbox Select this plugin as default and Enable this plugin at system start.
8. Click Continue
9. You will see setup summary

=== Client Setup===

Before you start making and receiving calls you will need to setup your VoIPstudio SIP user credentials under "Mscrm telephony integration" client. Please folllow steps bellow:

1. Open "Telephony Integration Softphone Client" by clicking over taskbar icon.
2. Click gear Wheel icon to open settings.
3. Navigate to SIP client.
4. Move to Acount tab.
5. Fill with your VoIPStudio 6 digit SIP user name
6. Add VoIPstudio Domain eu.sip.ssl7.net or amn.sip.ssl7.net
7. Fill with your user SIP password
8. Click Save
9. (optional) Move to Audio tab to adjust audio devices.

After Client installation you will see task bar icon as show under (1). If SIP connection is not working you will be prompted with red cross icon which may Indicate VoIPstudio SIP credentials are not set up properly.

Please note there is also VoIPstudio desktop softphone application running as show icon (10). You should e able to make and answer calls from both softphones so you could use more confortable app for you. Call records for all calls will show on both applications.

Basic Interface¶

To open client you just need to click icon under task bar (1) this will show Telephone integration app (3). Allowing you access to calls list so you could add CRM activities or just make and receive calls.

Note: You could also use right click to open quick links as show under (2).

Brief explanation of "MSCRM Telephony Integration Client" components: 4. Search field where you can find for Dynamics contact or just type phone number ring.
5. Use this section to filter received, answered, dialled or missed calls 6. Click call button under call record to call the number. 7. Use right Click under call record to get MSCRM associated actions.

Call Presentation¶

when receiving incoming call (1) if saved under Dynamics 365 contacts you will see contacts details as show under (2). When making clik on the contact it will answer the call and open office 365 activity (3). Available details from contact will be automatically added and user can also complet with any activity comments.

Click2Call¶

You will also be able to call from Microsoft dynamics. First time you click call icon under Dynamics contact (1) you will be requested to select VoIPstudio as application to make calls. Then call will be automatically launched under VoIPstudio softphone (3).

Comments¶

• App looks quite obsolete from visual point of view.
• You need to have both apps (VoIPStudio + mscrm client). VoIPstudio for click to call mscrm to receive calls with corresponding CRM info. It is quite confusing