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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Click to Call with 3CX...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Click to Call with 3CX (Remove Skypes Click to Call)

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Posted on by AlexBFI 5

Hello,

We have completed the 3CX instructions for the integration (Integrate 3CX Phone System Pro with Microsoft Dynamics CRM), 

Now we are having issue because skype click to call is taking over, when we want 3CX to work as the default click to call, how do we disable the skype function? 3CX is automatically reading all the numbers on the page so we don't need any prefix "Skype:416-555-5555" or whatever prefix is using.

I saw this forum, I am not sure it is ideal method, but it appears to be a workaround: How to disable Skype Click to Call extention? - Dynamics 365 Marketing Forum Community Forum, I would ideally like to do a more supported method if that is available as I can see this causing issues in the future with updates / upgrades of the platform.

Thanks,

Alex

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  • Suggested answer
    Wahaj Rashid Profile Picture
    Wahaj Rashid 11,321 on at

    Hi,

    Thank you for your query.

    Unfortunately, there is no supported way to fix this.

    As an alternate you can try following:

    https://crmtipoftheday.com/134/how-to-block-click-to-call-in-crm/

    Furthermore, you can also try updating Default Apps for Protocol, which is defaulted as:

    1. tel: Lync
    2. skype: Skype

    You can change the default apps for these protocols:

    • In windows search bar, look for "protocols" and open "Choose a Default app for each protocol" setting:

    pastedimage1610618535999v1.png

    • Update Apps for tel and skype protocol (try choosing 3cx for tel: and skype:)

    However, this client level settings. If this works, you can publish these settings through organization app policies.

  • AlexBFI Profile Picture
    AlexBFI 5 on at

    So I never had to modify the registry, and I could not tell you what changed as neither myself or our process engineer has any idea what happened. The only setting we can see in the Audits is that we changed skype click to call to Skype for Business / lync.

    Anyways 3CX is working well from the CRM interface and the CRM has allowed the browser's extensions to take priority and removed the protocol leading character s(tel/Skype) in the actual links within the CRM (phone call links).

    So all in all its working now both on mobile (its defaulting 3CX app, and desktop versions (aside from the pop-out window, which will need to have a protocol / softphone created, but the best part of the pop-out window is it is not restricted like the skype protocol is (only allows skype), so we just need to put softphone apps on the desktop).

  • ZeeshanGhause Profile Picture
    ZeeshanGhause on at

    please share steps so other can get help Thanks in advance

  • AlexBFI Profile Picture
    AlexBFI 5 on at

    Sorry new to this forum thing:

    1) We contacted MS support and created ticket, we are both unsure if they did something to disable the "Skype:" Protocol defaulted in the numbers

    2) We disabled the Skype Click to Call (Changed it to the skype for business / lync setting) i the System Settings (located in advanced settings > admin)

    We believe this lead to it working, we created a ticket with 3CX but do not think they did anything to change it either on the backend as our reseller has no direct support for the CRM integrations,

  • AlexBFI Profile Picture
    AlexBFI 5 on at

    To be honest,

    As we just put two users to use in a sample production now, we are still getting a lot of complaint's this doesn't work in certain views such as the QuickCall view and doesn't work in campaigns as we initially thought, it appears to only work in the list view's which is not ideal.

    In the actual task window with the "Call" button it pulls up the 3CX SoftPhone (Windows Softphone), then goes to a 404 page and the number disapears on the softphone before the call can be initiated,

    The only workaround is to copy-paste the number into the softphone for now, we raised another ticket with 3CX

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