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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamics CRM Unified S...
Microsoft Dynamics CRM (Archived)

Dynamics CRM Unified Service Desk Integration with Skype for Business

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Posted on by Vaibhav Shukla 120

Hi Experts,

I have a scenario I need to add Skype for business with Unified Service Desk and maintain logs and records in Dynamic CRM for all call and chats.

This functionality will provide USD user to direct call or chat  with customers using Skype for Business and all chats will be saved in Dynamics CRM along side selected Contact and make call logs.

Thanks in advance.

Please give me suggestion

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  • Verified answer
    Karsten Wirl Profile Picture
    Karsten Wirl 4,477 on at

    Hi there.

    A very good article about CTI-Integration in combination of USD and CRM:

    neilparkhurst.com/.../usd-cti-generic-listener

    Kind regards,

    Karsten

  • Suggested answer
    CRM Develope Profile Picture
    CRM Develope 894 on at

    Hi Vaibhav Shukla

    Follow the below approaches.

    Custom call handling logic with the Dynamics CRM USD generic listener

    http://alexanderdevelopment.net/post/2016/10/22/custom-call-handling-logic-with-the-dynamics-crm-usd-generic-listener/

    Kind regards,

  • FLB3 Profile Picture
    FLB3 on at

    Hi Vaibhav, You should check out AMC Technology as we have Out-Of-Box integration with S4B/USD/D365 that provides direct call controls within USD to enhance agent efficiency additionally we have  integration with chat internal/external functionality with collaboration.

    Check out our integration for Dynamics Web (USD supported) with Skype integration: www.youtube.com/watch

    Additional information: www.amctechnology.com/.../microsoft-dynamics

    Freddie Branch

    AMC Technology | Team Microsoft

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