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Hello everyone,
I am a junior system admin at a company that uses the 3CX PBX system along with Dynamics 365 CRM. The integration of 3cx into CRM is not done via the option on the 3cx server but rather with a plugin installation. Basically for a user we install the 3CX phone for windows app, we then install the plugin where we choose which CRM we're using (Dynamics365 in this case) then we finish the installation with copying over some files into the installation folder (mostly just optional things and cosmetics). This morning, 9th of June all the users started reporting the same issue. Whenever they make a call via the CRM customer screen when the call finishes they do not get redirected to the CRM screen where they would input the result of the conversation (if the customer answered or not, if they were interested, maybe they book an order etc). Since this happened a few times before to smaller groups of people (but not all at once) i tried the regular troubleshooting things that fixed the issue before but nothing worked. After much investigation and talking over with other departments in the company - mostly the CRM dev team who informed me that several other of our customers are facing various Dynamics365 issues - the only thing we could find is this Use Microsoft 365 authentication with Microsoft Dataverse (Microsoft Dataverse) - Power Apps | Microsoft Docs . I am now here asking if anyone could shed any light on the issue or if anyone is aware or facing similar problems. I am very very unfamiliar with CRM but would like to learn/help whichever way i can and i'd greatly appreciate any instructions or ideas that would point me in the right direction - mostly how to solve the problem, right now we have about 70 people working in the call center unable to do their main task - and how to proceed to make sure this does not happen again in the future.
Thank you for any input.
Hi,
Please refer to the following doc to see if it can help you .
Integrate 3CX Phone System Pro with Microsoft Dynamics CRM
If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.
Best Regards,
Nya
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