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Skype Incoming Call Integration with Dynamics CRM

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I understand Skype for Business (formerly Lync) is integrated with Dynamics CRM such that users can click on a contact's phone number & it will automatically dial the contact via Skype but my question now is thus, for instance, if a skype number has been allocated & designated as the organizations' customer care line, Is it possible that when I call this 'designated' number from outside using a public phone, that skype will automatically detect & open up the customer record details in dynamics CRM likewise can it also open up the 'Phone Call' Activity, and possibly fill-in duration of phone-call accordingly etc. (I am aware there are vendors like Avaya etc. that provide such telephony integration but I will like to know specifically if Skype can replicate such functionality & capability so that my company just sticks with Microsoft product (Skype) as against requiring third-party vendors for this purpose)
Also, I realize making calls through Skype over the internet is not always crystal call compared to calling through my local GSM phones so my question is "is it possible to connect Skype to a more structured framework like GSM such that Skype remains the telephone engine but is upgraded with a more reliable telecommunication channel like GSM as against using regular internet in order to achieve the crystal clear quality of GSM phones
In addition to just recording call details via Skype phone integration, is it likewise possible to capture details of 'chat conversation' when customers chats up company using skype

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Michel van den Brink 4,697 on at

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RE: Skype Incoming Call Integration with Dynamics CRM

Hello,

My company is currently running a pilot for an integration between Skype for Business and Dynamics 365.

A preview is available here: www.mindsunited.com/.../phone-agent-assistant

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RE: Skype Incoming Call Integration with Dynamics CRM

Hi Checkmate, I have the same requirement for incoming calls via Skype could you confirm if you found the solution? Is this possible? One other thing, would it be possible to record the call instead of capturing the chat history?

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Community Member on at

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RE: Skype Incoming Call Integration with Dynamics CRM

Hi,

I work for a company called Tenfold that offers CRM to phone integration and it does support MS Dynamics. Here's a list of the integrations

www.tenfold.com/.../dynamics

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Joe Woltering 12,163 on at

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RE: Skype Incoming Call Integration with Dynamics CRM

I don't know if that's possible using Skype alone. We use a product by InGenius (http://ingenius.com/) and it works well in this regard. Very useful for Call Centers.

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