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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / MS Lync & CRM Inte...
Microsoft Dynamics CRM (Archived)

MS Lync & CRM Integration

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Posted on by PS 23,577

Hello Team

My client wish to have a unified Desktop by integrating CRM & Lync.

They also wish to record calls in Lync, I am sure this can be done but willing to get your views on the same.

As in what can be the best practices for this. If we are recording calls & chats of users, where should we store them, Client wish to use Office 365 hence both Lync & CRM online.

Any suggestions would be highly appreciated

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    We use CRM and Lync. Lync offers sync between the 'conversations' (this can be chat, phone calls, etc.) and Outlook.  Something to consider is the storage of the phone calls, and records. It will take up quite a bit of space.

    If you can check out this book it is full of useful information:

    Microsoft Lync Server 2013 Unleashed 2nd Edition

    Some other Useful Info:

    http://www.mscrm-addons.com/DesktopModules/PTM_Webinar/Outlines/TI/TI_webinar_Design_Feature_overview.pdf

  • Verified answer
    Mithilesh Kumar Profile Picture
    Mithilesh Kumar 10,047 on at

    Hi Prashant,

    As a best practice all Communications with the Customers should to be available in the CRM System.

    Lync Call lets you log your calling details using the Phone Call Activity. As soon as you hit the phone number of the recipient a phone call activity form is displayed within the Account, Contact, Lead or any record from where you are making a call.

    IM or Chat is available only to the users of the same Email Domain. eg. If you are logged in using someone@somecompany.com, you can see others people presence who are also logged in using @somecompany.com.

    Having said this your CRM Users cannot make a chat initiation with your Customers, who will be having different email domains. IM is basically for the internal user.

    Please find below link for Lync Setup and information on Call and IM Recording.

    technet.microsoft.com/.../jj863703.aspx

    Hope that helps

    Thanks

    Please mark my post as verified if you found it helpful

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at

    Thanks Mithilesh & Billy Baker

  • Community Member Profile Picture
    Community Member on at

    Hi Prashant! Our company, Tenfold, integrates Dynamics with Lync. We're a CTI solution that's web-based, no need to download anything and accessible anywhere with internet connection. We also have automatic call logging, which saves information about the call like meta data and link data directly to the CRM. We offer a free trial if you are interested.   https://www.tenfold.com/integrations/dynamics/ 

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