Learn about the Cloud Voice App for Dynamics 365 Plugin

The Cloud Voice App for Dynamics 365 plugin embeds a streamlined version of the Cloud Voice App inside Dynamics 365, so you can place and manage calls without switching windows. This page walks through the plugin’s interface and explains what each part does.

Note

Dynamics 365 is Microsoft’s CRM (Customer Relationship Management) suite: the software your team uses to track contacts, accounts, and customer activity. This plugin adds calling to that same window so you do not have to jump between a phone app and the CRM.

Plugin layout

Once you sign in to your extension in the plugin, a compact Cloud Voice App client appears alongside your Dynamics 365 workspace. Its main areas are the navigation bar, the toolbar, the workspace, and the collapse button, all shown below.

Navigation bar

The navigation bar gives you one-tap access to your core calling features.

Feature	What it does
Dial Pad	Enter a number to start an audio call.
Call Logs	View and manage your call history.
Voicemails	View and manage your voicemail messages.
Recordings	View and manage your call recording files.
Settings	Adjust your audio devices and your Dynamics 365 CRM integration settings.

Note

Open Settings the first time you use the plugin to pick the correct microphone and speaker under audio devices. This is also where the Dynamics 365 CRM integration settings live, which control how the plugin links calls to your CRM.

Toolbar

The toolbar keeps frequently used actions within reach.

Search contacts

Look up a phone system contact by name or number.

One-click sign-in

Open the Cloud Voice App for web or the Cloud Voice App desktop app signed in as your extension, with no need to enter your credentials again.

Tip

Use one-click sign-in when you need the full Cloud Voice App (for features the compact plugin does not show). It carries your extension session across, so you skip the login screen entirely.

Choose your calling endpoint

Pick the device that actually handles your calls. You can use Dynamics 365 itself as the endpoint, or turn on CTI control for the Cloud Voice App (web), the Cloud Voice App (desktop), or an IP phone (a physical desk phone). With CTI control enabled, you drive each call from Dynamics 365 while the audio is placed and answered on the endpoint you selected.

Note

CTI (Computer Telephony Integration) lets your computer control a separate phone. When you choose an endpoint other than Dynamics 365, the buttons in the plugin (dial, answer, hang up) act as a remote control: the call itself rings and connects on the endpoint you picked, not through your browser. Make sure that endpoint is online and signed in before you rely on it for calls.

Function keys

Monitor the status of specific objects, such as colleagues’ extensions, or trigger a preset operation with a single tap.

Agent status

Change your agent status in a single queue or across every queue you belong to. An agent is a member of a call queue, and your status tells the queue whether to send you calls.

Caution

Setting your status to paused or unavailable stops the queue from routing new calls to you until you switch it back. If you change the status for all queues, you will stop receiving queue calls everywhere at once, so confirm that is what you intend.

Account

Update your extension presence or sign out.

Caution

Signing out ends your plugin session, and you will not receive calls through the plugin until you sign back in. Change your presence instead if you only want to show that you are busy or away.

Workspace

The workspace is the central area where you view and manage whichever feature you’ve opened.

Collapse button

Use the collapse toggle to expand or minimize the plugin pane within Dynamics 365, freeing up room when you need it.