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 / Microsoft Dynamics CRM (Archived) / Skype Incoming Call In...
Microsoft Dynamics CRM (Archived)

Skype Incoming Call Integration with Dynamics CRM

(0) ShareShare
ReportReport
Posted on by Community Member

  • 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

*This post is locked for comments

I have the same question (0)
  • Suggested answer
    Joe Woltering Profile Picture
    Joe Woltering 12,163 on at

    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.

  • Community Member Profile Picture
    Community Member on at

    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

  • Community Member Profile Picture
    Community Member on at

    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?

  • Suggested answer
    Michel van den Brink Profile Picture
    Michel van den Brink 4,697 on at

    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

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 > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans