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380Setup 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:
- https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-sales/soft-phone-dialer
- https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/channel-integration-framework/sample-softphone-integration
- https://www.twilio.com/docs/voice/client/javascript/quickstart
- 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.
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