Dynamics Community Forum Thread Details

Skype Incoming Call Integration with Dynamics CRM

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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