Dynamics 365 - How does it work

[hood]

Hi Team,

I have a client that is running 3CX PBX, and moving to Dynamics 365 for their CRM.

I've configured things as best as I can following the guide https://www.3cx.com/docs/dynamics-crm-integration/ and from what I can tell it seems to be linked. Under my CRM Server Side tab I have a token listed. We have the Enable Call Journaling check box selected. I don't have access to their Dynamics environment, and I'm completely unfamiliar with it.

The client is asking about installing the client software to make it work. We only use the WebClient for this site, and no 3CX client software is installed. My assumption was it was all server side and there was nothing required from the Desktop from a software perspective. Is this correct?

What should the client experience with this integration if it is setup and working correctly? Is there anything I need to turn on at the clients extension level?

Any assistance to fill in the blanks would be greatly appreciated.

 

[Evolute IT]

When you enable the server-side CRM integration, the Webclient/Browser Extension should popup (by default) the contact/lead/account URL in the browser, by default.

Then, at the ending of a call, if the contact was found (so, the URL poped up and the Caller ID shown the correct name), the call will be logged with duration, start and end time, agent extension and call disposition.

The contact can also be created if not found, depending on the configuration.

The user shoud have nothing to do unless they disabled it manully in Webclient -> Settings -> Integration.

Please note that some CRM requires a certain "matching" configuration, found in Console -> Advanced -> Contacts -> Options -> Match Caller ID to a contact entry.

Also note that this doesn't work on the Windows/Mac desktop client.

 

[hood]

Thank you Frederick.

Just a thought, does this only work with a direct call to the users DID, or would it also work with a call passed on via an IVR, then reception user tho transferred the call?

 

[Evolute IT]

Thank you Frederick.

Just a thought, does this only work with a direct call to the users DID, or would it also work with a call passed on via an IVR, then reception user tho transferred the call?

Yes it should work.