Dynamics 365 calling via 3CX

[Derekbreth]

We are currently evaluating 3CX with the intention of swapping out our existing VOIP system in one office and implementing it in another.

We have managed to configure 3CX integration so that when an inbound call comes in the matching record pops up but we are struggling with outbound calling.

Our current system has a really slick interface that integrates directly into the D365 web page and when in a contact, company or lead record a click on the phone icon instigates a call. With 3CX the click to call works in a fashion, but is unreliable and clumsy in comparison. I have searched the forum and found several other posts regarding problems with the new D365 unified interface that we are all being forced to use these days but has anyone managed to create a slick truly integrated interface between 3CX and D365?

So far 3CX has excelled in all aspects except this one. Moving forward though, reliable outbound calling from D365 is a fundamental requirement for us so I hope that there is a better solution out there.

 

[edossantos]

Hello @Derekbreth,

Please check this part of the guide explaining some important details regarding click to call from Dynamics 365:
https://www.3cx.com/docs/dynamics-crm-integration/#h.p8l08nxc7mn0

Once this configuration is in place, Dynamics 365 will use the "tel:" protocol to initiate calls. When the browser reaches an URL using the "tel:" protocol, it will launch the external application registered for that protocol. In 3CX v16 you have the 3CX client for Windows supporting this protocol. In the new v18 we're adding the 3CX Desktop app also supporting this. So you need to ensure that this app is installed and Windows has registered this app as the handler for the "tel:" protocol.

 

[Derekbreth]

Hi yes I used that guide but there is an issue. I have Dynamics 365 cloud and there is no option:

• Set Skype for Business Options > No

I do have it working, but as I said its not reliable and its nowhere near as elegant a solution as we are used to with our other VOIP system.

 

[edossantos]

Hi yes I used that guide but there is an issue. I have Dynamics 365 cloud and there is no option:

• Set Skype for Business Options > No

We will check this and update our documentation, thanks.

I do have it working, but as I said its not reliable and its nowhere near as elegant a solution as we are used to with our other VOIP system.

What do you mean by not reliable? Calls are not made by the 3CX client?