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Recently with Release wave 2 plan (https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/) there are a couple of interesting features that for sure can improve Sales and Support efficiency. One of these features is the so-called Soft-Phone.
For those of you who don't know what the soft-phone is, basically, it is a virtual phone (VOIP) where all the calls (incoming and outgoing, also SMSs) goes through computer software and not via a physical phone. In my opinion, this saves a lot of time and money.
But anyway, after reviewing the official documentation I've decided to try this feature myself. The documentation is very spread around so it requires to refer to multiple sites and pages in order to complete everything, and if you miss something there is a quite long way back to find your mistake.
So I decided to summarize all the steps in one article.
(as the Post has a characters limit, there are two other part of this article)
Download and install the required solution:
Once done, unzip it on your desktop.
Once VS is installed you can proceed with the next step.
Create free Azure subscription
You will need to publish the soft-phone sample app that is in D365 Channel Integration Framework folder to Azure.
You can get 30days free Azure Subscription with a lot of free services, some of them you can use up to 12 months if you switch after the trial to Pay-as-you-go.
Note that both, the Azure Account and D365 Instance must be in the same tenant.
During the registration, a valid credit card is required but you won't be charged (trust me, I've done this many times).
Once done you will be in your Azure portal dashboard, if not navigate to https://portal.azure.com
Check in the Subscriptions section to confirm your free subscription is activated.
Publish Sof-phone sample app solution to Azure
It is time to upload the sample app to azure so, later on, we can add it to Dynamics 365.
Once published successfully, your app will open in a new window.
Note: this is just a test app so don't expect anything special, also do not deploy this on production instances. The app is nothing special, and with the help of a developer can be modified according to your needs.
Link to Part 2: https://community.dynamics.com/365/sales/f/dynamics-365-for-sales-forum/365491/dynamics-365-soft-phone-complete-guide-part-2
Thank you very much for sharing such useful content.
However, we do not recommend posting them in the forum.
If you want to share your experience and technology, we recommend you post it on the community blog.
Hi, thanks for the suggestion, I did tried in the blog, but at this point Microsoft doesn't create new blogs for CRM, so this was the only place where I can share it.
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