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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM and Lync 2013 inte...
Microsoft Dynamics CRM (Archived)

CRM and Lync 2013 integration

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Posted on by Lakshantha 75

we're using CRM 2011 to capture all emails within outlook and wants to know whether it's possible to capture Lync 2013 IM communications with CRM?

Will CRM capture contents of the conversation history folder within outlook which stores all Lync IM chat history?

Thanks in advance

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I have the same question (0)
  • Jani Paavolainen Profile Picture
    Jani Paavolainen 50 on at

    You can "Track" conversations from outlook 2013.

    I don think that is possible to have automated like incoming e-mail.

  • Suggested answer
    Magor Kovacs Profile Picture
    Magor Kovacs 1,835 on at

    Hello Lakshanta,

    You might fiind this to be the solution (taken from the Dynamics University):

    Lync instant message conversations can be easily tracked to a Microsoft Dynamics CRM contact. To save a conversation to a customer in Microsoft Dynamics CRM, open Microsoft Outlook and from the Folder List access the Conversation History folder to open that conversation. This conversation can be tracked just as a normal email, task, appointment or contact is tracked from Outlook into Microsoft Dynamics CRM. Once the conversation is tracked, it will appear as an email within Microsoft Dynamics CRM tied to the record specified.

    dynamicsuniversity.com/.../get-lyncd

    Please mark this as Verified in case this helped.

  • Lakshantha Profile Picture
    Lakshantha 75 on at

    Hi Magor,

    it looks like the solution that i'm after, Since we're already tracking outlook emails via CRM we won't have to do any additional configurations to track the Conversation history folder with outlook? will it be tracked automatically like normal emails in outlook?

  • Suggested answer
    Magor Kovacs Profile Picture
    Magor Kovacs 1,835 on at

    Hello Lakshantha,

    Yes, this seems to be the case. If you do the configuration as detailed in the article above, that will take care of the "tracking" of the Lync conversations.

    In case this helped and answered the question, please mark these as Verified :)

    Thanks a lot in advance!

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