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How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?

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Posted on by jimxmy 150

Hi, 


So I am currently lost trying to fix this problem where we want to integrate our org current physical phone system which is a VOIP with Dynamics 365 Sales Hub to make and receive calls and maybe(?) use Dynamics 365 soft phone dialer (Soft phone dialer) in UI as our soft phone in Dynamics. 

I am currently in touch with the administrators to figure out how the current phone system is working so could update about the details here but I have no idea how both could be integrated with each other. 


Any possible direction to this would be helpful and appreciated. 


  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,805 User Group Leader on at
    How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?
    Is this issue still pending ? You can use Channel Integration Framework (CIF) to integration. If it is already resolved pls help to mark as verified answer. Thanks!
  • Community member Profile Picture
    Community member 2 on at
    How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?
    Hi, there! Embarking on this integration journey may seem intricate, yet it's promising that you're liaising with your system administrators for a deeper understanding of your phone system, which is vital for a smooth integration. Given the discussion's age, revisiting Dynamics 365 forums for any new updates or advice could be beneficial. For safe experimentation or setup without impacting your current system, using a USA virtual number from services like https://smspinverify.com/ offers a viable workaround. Achieving this integration could markedly enhance communication efficiency and streamline data management.
  • Community member Profile Picture
    Community member 2 on at
    How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?
    Finding the right path to achieve this integration can be complex, but it's great to see you're already engaging with your administrators to gather information about your current phone system. Understanding its workings will be crucial for a successful integration.Considering the thread is a bit older, I'd recommend checking if there have been any updates or solutions that have emerged in the Dynamics 365 community or forums since the original post. It's possible that others might have shared their experiences or insights on this topic.If you're looking for a way to test or set up this integration without affecting your actual phone system, considering a usa temp number ( https://quackr.io/temporary-numbers/united-states )  could be a helpful option. Ultimately, integrating these systems could bring numerous benefits in terms of communication efficiency and data management.
  • Community member Profile Picture
    Community member 2 on at
    How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?
    Integrating your organization's VOIP phone system with the Dynamics 365 softphone dialer sounds like a great idea! It can streamline communication and boost productivity!
    If you need some guidance on getting a VoIP number for your integration, check out this link: https://www.mightycall.com/blog/how-to-get-a-voip-number/ It might be just what you need to enhance your system setup!
    Wishing you a seamless integration process and efficient communication with Dynamics 365!
  • jimxmy Profile Picture
    jimxmy 150 on at
    RE: How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?

    Hi ,

    Thanks for the response. The link you posted back for the reference is the same link I have posted in my question.

    I am aware about the documentation but that does not answer my question. I am lost as to how to integrate both of them in Dynamics 365.

    Looking forward to hearing from you.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: How to integrate organization's VOIP phone system with Dynamics 365 soft phone dialer?

    Hi Jimit,

    You can refer the following link to learn how to integrate a softphone dialer in Dynamics 365 Sales: 

    Integrate sample softphone with Dynamics 365 Sales | Microsoft Docs

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