News and Announcements icon

Dynamics 365 CommunityForums Sales forum Dynamics 365 Soft Phon...

Sales forum

Dynamics 365 Soft Phone Complete Guide Part 3 (Final)

(0) Share

Report

Report

Posted on by Radoslavov

406

Setup Dynamics CRM for soft-phone.

Finally, it's time to setup Dynamics CRM with our sample soft-phone application.

First, go to Dynamics Store and Download Dynamics 365 Channel Integration Framework

https://appsource.microsoft.com/en-us/product/dynamics-365/mscrm.d365ciframework

Once Successfully installed on the CRM organization, go to Dynamics CRM and select the UCI app called Channel Integration Framework

Create New Channel Provider record and set Name, Label, Channel URL, Enable Outbound Communication, Channel Order, Select Unified Interface App for the Channel (Apps where the soft-phone app will appear, and Security Roles required for the soft-phone app)
For Channel URL, provide the URL as <azure_app_service_url>?base=<crm_base_url>&twa=<twilio_capability_token_url>.
In this sample, the URL would be "https://twiliosampleinteg.azurewebsites.net?base=https://twiliosampleorg.crm10.dynamics.com&twa=https://twilio-sample.twil.io/capability-token"

Finally, it's time to test the app.

Refresh Dynamics CRM and open one of the apps where you decided to have the soft-phone to appear, in my case, this is Sales Hub.

If you dial a number that is already associated with existing CRM Contact while dialing the number the Contact will open.

You can navigate free in CRM while talking on the phone, you can also take notes during the call, you can convert the call into a case.

References:

Resources:
Sample softphone integration using Channel Integration Framework - https://www.microsoft.com/en-us/download/details.aspx?id=57666
Azure Free Account - https://azure.microsoft.com/en-us/free/
Twilio Client - https://www.twilio.com
Twilio Frond End - https://github.com/TwilioDevEd/client-quickstart-js/archive/master.zip
Node http-server - https://github.com/indexzero/http-server

Hope this can give you a better idea of the new integration of CRM with soft-hone.

Categories:

All responses Img

All responses (1)

Answers Img

Answers (0)

LuHao 40,888 on at

Like (0)

Report

RE: Dynamics 365 Soft Phone Complete Guide Part 3 (Final)

Hi Kiril,

Thank you very much for sharing such useful content.

However, we do not recommend posting them in the forum.

If you want to share your experience and technology, we recommend you post it on the community blog.

https://community.dynamics.com/b

Helpful resources

News and Announcements

Now Available: 2025 Release Wave 2

Quick Links

Leaderboard > Sales

Last month Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans