Microsoft Dynamics CRM Integration
Softphone.Pro and MS Dynamics integration has two CTI features:
- Display Microsoft Dynamics CRM customer name (Contact and Account) matching the caller phone number.
- Click-to-call from MS Dynamics
Pop-up in MS Dynamics on incoming call
You can see the Microsoft Dynamics search page with Contacts and Accounts matching by phone caller phone number. When an user gets incoming call, new tab in the user's browser is opened. At this new tab there will be a search page of MS Dynamics. The search page opens with pre-defined filtering by caller phone number. So the user sees Accounts and Contacts and can go by single click to the details of calling customer.
How to configure pop-up window on incoming call in MS Dynamics?
To configure pop-up window in MS Dynamics please do the following: 1. Get a URL for the search page in your MS Dynamics instance. This URL will be needed father.
- Click at the search icon (1)
- Put any phone number into the search string (2)
- Run search (3)
- Copy to a text editor the URL after search(4)
- Find and replace in the copied URL the phone number you searched for with this parameter%NUMBER% . https://YOUR_MSDYNAMICS_DOMAIN/main.aspx?appid={appid}&forceUCI=1&pagetype=search&searchText=%2B19826551601&searchType=1 -> https://YOUR_MSDYNAMICS_DOMAIN/main.aspx?appid={appid}&forceUCI=1&pagetype=search&searchText=%NUMBER%&searchType=1 Keep this URL, you will need it in step #5.
2. Go to the Softphone.Pro Settings
3. Open Integration - Third-party Systems
4. Click at Add Handler
5. Choose the following settings:
- Event - Incoming call ring
- Action - Open a link in web browser
- URL/Program - put the URL you got in step #1
Click-to-call from MS Dynamics
1. Install click-to-call extension for Chrome by this link: Click-to-call Extension
2. Enable and configure the extension to your needs (set appropriate phone number length, apply Whitelist sites if you want to use click-to-call links only in Microsoft Dynamics)
You will see phone numbers as clickable links. Now you can click-to-call to dial a phone number.
