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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Integration Dynamics C...
Microsoft Dynamics CRM (Archived)

Integration Dynamics CRM 2016 With Skype For Business

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Posted on by Reza Kalantari 55

Hi all,

We are implementing service system in Dynamics CRM 2016(On - Premises). In our company employees organize in some teams and they want to talk with other people in other teams about specific customer case and save conversation on case. We use Skype For Business for internal messaging. After some study i thinck it's possible with UCMA and USD, is it possible ? What is the best solution ?

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  • Suggested answer
    Nadeeja Bomiriya Profile Picture
    Nadeeja Bomiriya 6,804 on at

    Hi Reza,

    It is possible to integrate Skype for Business with Dynamics CRM 2016.  Refer to below articles for setup information.

    technet.microsoft.com/.../hh699721.aspx

    technet.microsoft.com/.../jj863703.aspx

    Below article includes feature comparison of Online and On-Premises, which confirms the support of Skype for Business with On-Premises.

    www.microsoft.com/.../dynamics-365-online-vs-on-premises-features-faq.aspx

  • Reza Kalantari Profile Picture
    Reza Kalantari 55 on at

    Hi Nadeeja

    Thanks for your reply,  how we can save conversations on case ?

  • Suggested answer
    Nadeeja Bomiriya Profile Picture
    Nadeeja Bomiriya 6,804 on at

    Hi Reza,

    As mentioned in below article "Skype calls are tracked as activities".

    technet.microsoft.com/.../jj863703.aspx

    Activities have a "Regarding" field which can be associated with Entities like Case, Contact, and Account OOTB.  If the activity is created from a Case record, then the "Regarding" field will be populated with the Case record.

  • Reza Kalantari Profile Picture
    Reza Kalantari 55 on at

    Hi Nadeeja

    We use CRM 2016 On-Premises ,it seems works only  for CRM Online.

  • Community Member Profile Picture
    Community Member on at

    Hello, all!

    I just came across this thread and I hope I'm not too late with my recommendation. I'd suggest for you to check out Tenfold, which is a third party CTI that integrates MS Dynamics and SFB. Our office settled for that and It worked great for us, I hope the same results for you. To name a few of the things I personally like about this solution, Tenfold has a floating UI (screen pop caller ID), click-to-call, and automatic call log features. Good luck!

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