Microsoft Dynamics 365 CRM Integration Guide

Cloud Voice integrates directly with Microsoft Dynamics 365 CRM (Customer Relationship Management, the app your team uses to track contacts and deals), putting your phone system inside the CRM window your team already works in. An embedded Cloud Voice App plugin lets users place and take calls, log call activity, and move through their workflow without switching between applications. The result is a single workspace where communication and customer records live side by side.

Note

This page is the overview. It explains what the integration does and what you need before you start. The actual setup and per-user settings are covered in the linked pages further down.

Requirements

Confirm the following before you begin setting up the integration.

Component	Requirement
Phone system	Cloud Voice running firmware 84.19.0.22 or later.
Microsoft 365	An active subscription to one of these plans: Microsoft 365 Business Basic, Microsoft 365 Business Standard, Microsoft 365 Business Premium, or Microsoft 365 Apps for Business. Your organization must also use Microsoft Dynamics 365 Sales as its CRM.
Browser	For the best experience, set up and use the integration in Microsoft Edge, Google Chrome, or Opera.

Caution

Check the firmware version first. Firmware is the software running on the phone system. This integration requires 84.19.0.22 or later, and it will not be available on older firmware. Confirm (and if needed, update) the version before you spend time on the rest of the setup.

Note

The Microsoft 365 requirement is specific: the CRM must be Dynamics 365 Sales. Other Dynamics 365 apps are not covered by this integration. If you are unsure which app the customer has, confirm it before continuing.

Tip

Any of the three listed browsers work, but stick to Microsoft Edge, Google Chrome, or Opera for both setup and daily use. Other browsers are not tested and may show or behave differently.

Key features

Connecting Cloud Voice with Dynamics 365 CRM gives your users the following capabilities.

• Embedded Cloud Voice App plugin: The Cloud Voice App runs inside the Dynamics 365 interface, so all call handling happens in the CRM with no need to jump between systems.
• Click to Call: Start a call by clicking any phone number shown in Dynamics 365.
• Call Popup: A contact’s CRM profile opens automatically when a user receives, answers, or wraps up a call with a known contact. Users can also open the profile by hand from the call window while a call is in progress.
• Contact creation: For calls to or from a number that isn’t yet in the CRM, a new Dynamics 365 contact of a chosen type can be created automatically or on demand.
• Phone call activity logging: When a user finishes a call with a CRM contact, the call and its details can be written to Dynamics 365 automatically or manually.
• Access to call recordings: Recordings held on the phone system appear on the matching call activity, so users can review and play them directly within the CRM.

How the integration is set up

Getting the integration running takes two stages: an administrator prepares the connection in Dynamics 365, and each user then signs in and tunes their own preferences.

Note

The order matters. Nobody can log in or change their personal settings until the administrator has finished the setup below. Do the administrator stage first.

Administrator setup

The administrator establishes the communication channel inside Microsoft Dynamics 365:

1. Add Cloud Voice as a channel provider through the Channel Integration Framework (CIF). CIF is Microsoft’s built-in way to embed an outside communication tool inside Dynamics 365. This step publishes the embedded plugin, called the Cloud Voice App for Dynamics 365 plugin, that users rely on to manage calls.
2. Grant Channel Access permission to the Microsoft accounts of the users who need it, which makes the embedded plugin visible and usable in their Dynamics 365 interface.

Caution

Channel Access permission is easy to overlook. A user who has not been granted it will not see the Cloud Voice App plugin in their Dynamics 365 window at all, even though the integration is otherwise working. If a user reports the plugin is missing, check this permission first.

For step-by-step instructions, see Integrate Cloud Voice with Microsoft Dynamics 365 CRM.

User configuration and usage

Once the administrator finishes the setup, each user can open the Cloud Voice App for Dynamics 365 plugin in their CRM and adjust it to suit how they work:

1. Log in to the Cloud Voice App within Dynamics 365 CRM.
2. Tailor the CRM integration settings to fit your day-to-day call handling:
   • Configure Number Matching in Dynamics 365
   • Set up Contact Creation
   • Set up Call Popup
   • Set up Phone Call Activity Creation
   • Enable Call Recording Playback in Dynamics 365
   • Set up Auto Launch for the Cloud Voice App for Dynamics 365

Tip

Number matching is worth configuring early. It is what lets an incoming or outgoing number be recognized as an existing CRM contact, and features like Call Popup and activity logging depend on that match to work well.