Forum Discussion
Microsoft Phone System integration with Dynamics365 CRM
I completely agree that there absolutely should be native Screen pop (i.e. CRM PHONE CALL Activity) integration from MS Phone System to Dynamics 365. No need for a Vendor IMO. An incoming call should lookup via DID or DNIS match to a CRM phone number field and pop into Account, Contact, (lead if no match), Case or Opp.
If we want to do better than Salesforce, then lets actually do better. This is but one really simple battle card item to do just that. We'll talk about call recording and outbound calling campaigns later.
Any news about this crm / teams integration? maybe going to use teams phone system end would be nice to now a bit more about crm / teams integration...
- Nothing yet. I wish I knew if this was on the Roadmap. If it weren't we would build and support it as an offering
Devman2k We have written a Microsoft Teams Integration (In Meeting Application that is wired into Dynamics 365. It's in beta now. If there are anyone interested in Beta testing this application please let me know. While this is not Voice integration in CRM. It does enable Teams users the ability to track there current teams calls in CRM.
Hello Bryan, I would be interested to have more details on your beta API to connect a CRM / ERP to Teams phone system. If I understood correctly, when an agent receives a call from Teams from his client or prospect, automatically he will be able to find the account or prospect record on Dynamics (or others softwares ?) associated with the incoming phone number?
OK so we're at a cross-roads with this. We're looking at other voice providers and 3rd party products to link VOIP with Dynamics, purely because Phone System wasn't available in Australia. With the changes to the SBC model, we can now look at running Teams Phone with local SIP / PSTN providers, but I see the gap here now that this would leave with Dynamics integration.
Devman2k I agree that maybe this isn't on the cards - I can't find anything about this either. Perhaps the CIF could work? Perhaps the Teams/Dynamics integration that already exists could be extended to support call outcomes and call lookups in teams and infeed the data in to Teams in a creative way.
The thing is, there are other partners that are already offering this but not native Phone System / Teams integration without extra cost. So it's the likes of Twilio, Aircall, Ring-Central, Anywhere365, Tenfold etc. that can come to the party to connect 1 Microsoft product to another Microsoft product 🙂
Devman2k how quickly can you write it? 🙂
Keltec-AU We have a Solution in place, Prodcut Site not in English at the Moment, but the Prodcut is avaialbe in English as well
https://www.dynamicsconsulting.de/de/dynamics-365-crm-erp/dynamics-365-integration/dynamics365-telefon-integration
We would be happy to demo the solution to you guys
