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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Softphone integration ...
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Suggested answer

Softphone integration with Dynamics 365 (CRM) On Premise

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Posted on by Prima Kid 55

Hi Expert! Good Day.

I just want to ask, can softphone be implemented in Microsoft Dynamics 365 on premise?

I just found reference how to integrate softphone with CRM: https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/sample-softphone-integration

If this posible can anyone share reference how to integrate softphone with CRM on-premise

Kindly advice.

Thanks in advance.

Best Regards,

Prima

  • Suggested answer
    Rahul Mishra Profile Picture
    Rahul Mishra 14 on at
    Softphone integration with Dynamics 365 (CRM) On Premise

    Hi, you can bring the contact center telephony system you are using to your Microsoft Dynamics interface as a softphone. You can do the same by integrating your Microsoft Dynamics CRM with your contact center through CTI connector.

    For more information, visit here: https://www.novelvox.com/cti-connector/ms-dynamics/ 

  • Community member Profile Picture
    Community member 2 on at
    Softphone integration with Dynamics 365 (CRM) On Premise
    "Hey, sorry for the delayed response, but I wanted to chime in on the topic of integrating a softphone with Dynamics 365 on-premise. While I can't speak specifically about Dynamics 365, I suggest checking out the documentation provided by Microsoft that you shared. It seems like a good starting point for integrating a softphone with CRM."
     
    Additionally, if you're looking for more insights or guidance, you might want to explore the UCaaS (Unified Communications as a Service) provider Acrobits.net. They offer helpful resources and solutions for integrating softphones with various platforms.
    I hope this information helps, and I apologize again for the late reply. Feel free to ask any further questions or share your experiences with softphone integration in this thread.
  • Community member Profile Picture
    Community member on at
    Softphone integration with Dynamics 365 (CRM) On Premise
    Hey, sorry for the delayed response, but I wanted to chime in on the topic of integrating a softphone with Dynamics 365 on-premise. While I can't speak specifically about Dynamics 365, I suggest checking out the documentation provided by Microsoft that you shared. It seems like a good starting point for integrating a softphone with CRM.
  • JackGraves Profile Picture
    JackGraves on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Hey, sorry for the delayed response, but I wanted to chime in on the topic of integrating a softphone with Dynamics 365 on-premise. While I can't speak specifically about Dynamics 365, I suggest checking out the documentation provided by Microsoft that you shared. It seems like a good starting point for integrating a softphone with CRM.

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Hi Prima

    Please take a look at my original comments above. If you're using a telephony system such as Cisco Jabber, you can pick up phone number from within Dynamics natively and call through it.

    If you're needing a calling solution (ie not just the softphone), you'll need a provider for it.

    Feel free to message me if you have any questions

  • Prima Kid Profile Picture
    Prima Kid 55 on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Hi Raju,

    I see, so I must create my own application so I can bring up the dialpad in USD?

    Really appreciate with your help.

  • Suggested answer
    RajuB Profile Picture
    RajuB on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Yes it can achievable using other ISV providers to integrate with D365 on premise for soft phone. but support from Dynamics 365 will be limited and ISV provider will help on the complete setup and configuration.

  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Hi Raju

    There are plenty of ISV solutions out there (as mentioned above) that work with On-Prem D365 systems as well.

  • Suggested answer
    RajuB Profile Picture
    RajuB on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Dear Prima,

    As of now in Dynamics 365 this feature only available for the latest version online in UCI but not in On premise.

    This feature is available in the Unified Interface only.

    This capability is available in Dynamics 365 Sales Enterprise and Dynamics 365 Sales Professional.

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Softphone integration with Dynamics 365 (CRM) On Premise

    Hi Prima

    Are you trying to write your own app? You'll need a telephony provider such as IntelliCTI or Solgari, who have their own softphone apps that integrate with things.

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