web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Softphone integration ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Softphone integration with Dynamics 365 (CRM) On Premise

(0) ShareShare
ReportReport
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

I have the same question (0)
  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at

    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.

  • Suggested answer
    RajuB Profile Picture
    RajuB on at

    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.

  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at

    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

    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.

  • Prima Kid Profile Picture
    Prima Kid 55 on at

    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
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at

    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

  • JackGraves Profile Picture
    JackGraves on at

    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.

  • Community member Profile Picture
    Community member on at
    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.
  • Community member Profile Picture
    Community member 2 on at
    "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.
  • Suggested answer
    Rahul Mishra Profile Picture
    Rahul Mishra 38 on at

    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/ 

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 61 Super User 2025 Season 2

#2
Siv Sagar Profile Picture

Siv Sagar 52 Super User 2025 Season 2

#3
Daniyal Khaleel Profile Picture

Daniyal Khaleel 42 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans