# Integrate Cloud Voice with Microsoft Dynamics 365 CRM

Cloud Voice connects to Microsoft Dynamics 365 CRM (customer relationship management) through the Channel Integration Framework (CIF). Once the integration is in place, Cloud Voice appears as a plugin inside the Dynamics 365 interface, so your users can manage calls and keep working on their CRM records in the same window instead of moving back and forth between two applications. This page walks an administrator through the full setup.

## Before you start

Make sure the following are in place on each side of the integration.

| Platform | Requirement |
|----------|-------------|
| PBX | Firmware **84.19.0.22** or later. |
| Microsoft 365 | **License**: an active subscription to one of Microsoft 365 Business Basic, Business Standard, Business Premium, or Microsoft 365 Apps for Business.<br />**Service**: your organization runs Microsoft Dynamics 365 Sales as its CRM.<br />**Account**: the Microsoft account you use for setup holds the **Global Administrator** role and a valid Microsoft 365 commercial license. |
| Browser | For best results, set up and use the integration in Microsoft Edge, Google Chrome, or Opera. |

## Add Cloud Voice as a channel provider

You register Cloud Voice in Dynamics 365 by adding it as a channel provider through the Channel Integration Framework. This is what lets the PBX (private branch exchange, the phone system) run as an embedded plugin inside the CRM.

:::caution
The integration is supported on CIF **version 1.0** only.
:::

1. Sign in to your Dynamics 365 instance (for example, `https://{{your-organization}}.crm.dynamics.com`) using the administrator account.

   :::note
   Swap `your-organization` for your own domain name.
   :::

2. Select the current app name at the top of the page.

   ![Dynamics 365 header with the app name selected to open the app switcher](/images/pbx/enter-sales-hub.png)

3. On the **Apps** page, find and open **Channel Integration Framework**. Dynamics 365 opens the Channel Integration Framework app.

   ![Apps list with Channel Integration Framework highlighted](/images/pbx/channel-integration-framework.png)

4. On the toolbar, select **New** to start a new channel provider.

   ![Channel Integration Framework toolbar with the New button](/images/pbx/create-new-channel.png)

5. On the **Channel Provider Configuration** tab, fill in the settings below.

   
   ![Cloud Voice, completed channel provider configuration form](/images/pbx/set-up-new-channel.png)

   | Setting | What to enter |
   |---------|---------------|
   | Name | An internal name that helps you recognize the channel, such as `Cloud Voice PBX System`. |
   | Label | The name shown to users for the channel, such as `Cloud Voice App for Dynamics 365`. |
   | Channel URL | The address that links Cloud Voice to Dynamics 365 (see the format below). |
   | Enable Outbound Communication | Set to **Yes** so users can dial out from Dynamics 365 through the channel. |
   | Channel Order | The position of this channel in the channel list. |
   | Select Unified Interface Apps for the Channel | Search for and choose **Sales Hub** to make the channel available in the Dynamics 365 interface. |
   | Select the Roles for the Channel | The user role(s) permitted to use the channel. |

   :::note
   For **Channel Order**, a lower number gives the channel higher priority.
   :::

   Build the **Channel URL** in this format:

   ```
   https://{{PBX_domain}}/dyncrm?base={{CRM_base_url}}
   ```

   - `{{PBX_domain}}`: the domain name of your PBX.
   - `{{CRM_base_url}}`: the URL of your Dynamics 365 instance.

   For example, given the PBX domain and Dynamics 365 instance URL shown here:

   
   ![Cloud Voice, PBX domain name and matching Dynamics 365 instance URL](/images/pbx/channel-domain.png)

   the Channel URL would be:

   ```
   https://example.cloudvoice-domain.com/dyncrm?base=https://org1234d567.crm.dynamics.com
   ```

6. At the top of the page, select **Save & Close**. The new channel appears in the channel providers list.

7. Activate the channel.

   
   ![Cloud Voice, channel selected in the providers list with the Activate button](/images/pbx/activate-app.png)

   a. In the channel providers list, select the channel.

   b. At the top of the page, select **Activate**.

   c. Select **Activate** again in the confirmation window.

## Give users access to the channel

Adding the channel is only half of it. You also assign the **Channel Access** security role to the users who should use it, matching the roles you set in the channel configuration.

:::caution
A user only sees the plugin when both conditions are met: their role is in the channel's **Select the Roles for the Channel** list, and they hold the **Channel Access** security role. Miss either one and the plugin will not appear for them.
:::

1. Sign in to the [Microsoft Power Platform Admin Center](https://admin.powerplatform.microsoft.com/environments).

2. On the **Environments** page, select your sales hub, then select **Settings**.

   ![Power Platform Admin Center with an environment selected and Settings open](/images/pbx/power-platform-admin-center.png)

3. Select **Users + permissions**, then **Users**.

   ![Users list under the Users and permissions settings](/images/pbx/security-users.png)

4. Select ![More options](/images/pbx/move-vert-1.png) next to a user, then choose **Manage security roles**.

   ![User row with the more-options menu open on Manage security roles](/images/pbx/assign-roles.png)

5. In the panel on the right, select **Channel Access**, then select **Save**.

   ![Security roles panel with Channel Access selected](/images/pbx/add-channel-access-permission.png)

## Result

- The channel is set up and active.
- Users who hold the security roles you specified now see an embedded plugin (the "Cloud Voice App for Dynamics 365" plugin) in their Sales Hub app, and they can handle calls straight from Dynamics 365 CRM.

## What to do next

- To let users sign in to their extension account with single sign-on inside the embedded plugin, add the SSO redirect URI to your identity provider (for example, Microsoft Entra ID or Google Workspace) in this format:

  ```
  https://{{PBX_domain}}/dyncrm/login
  ```

  For the SSO configuration steps, see your provider's integration guide for Cloud Voice (Microsoft Entra ID / Azure Active Directory, or Google Workspace).

- Users can [log in to the Cloud Voice App within Dynamics 365 CRM](/pbx/integrations/dynamics-365/log-in-to-cloud-voice-app-within-dynamics-365-crm/) and adjust their Dynamics integration settings to suit how they work.