Microsoft Dynamics 365 Integration

[cigweze]

Hello Guys,

I have just finished integrating Microsoft Dynamics 365 to 3CX, following the guide. When I did a test from 3CX console, I saw a new contact created in Dynamics.

However, I was hoping that when I receive inbound call, it will pop up contact information on Dynamics. This doesn't happen at the moment.

I am wondering if there is a step that I missed in the configuration.

I want the inbound calls to ring in Dynamics, opening the contact calling or creating new contact if not existing.

I also want to be able to make 3CX outbound calls from Dynamics.

Please help as I am new to the platform.

Thanks.

 

[Evolute IT]

First of, the integration will not "ring" Dynamics.

During an inbound call, the system queries the API to get the contact details for that caller ID number. Then, when found, this contact is added to the local phonebook for ease of access and gets updated every time a call from this number comes in.

If not found, you can indeed enable the contact creation, which will add the contact to Dynamics then proceed with Phonebook and such.

Once the call reaches an agent/extension, by default, the web browser should open the Dynamics contact page automatically. Note that this requires the Webclient OR the Browser Extension to be running at that moment (or Desktop App on V18

You should also see a small contact card icon on the call popup that allows to reopen the CRM in case you closed it.

If you don't see this small icon or any contacts getting created/looked up, then you probably have a misconfiguration somewhere.

To find the logs, put the system in Verbose (Console > Activity Log > Settings) and run a few test calls, then in Console > Activity Log > Logs > Instance, download 3CXSystemService.log and search for "CRM".

 

[cigweze]

Thanks Frederick.

I see matching contact in dynamics being created in 3cx contacts. That's all. When inbound call is coming, it only rings in 3cx desktop client and that's all. Nothing is done is dynamics. It doesn't create a call activity log in dynamics.

Except if I'm getting something wrong, my expectation is that anytime there is inbound call, it will pop up contact form of the caller in dynamics, so that agent can just type in conversation detail instead of manually creating call activity.

Secondly, I was also hoping that agent can just click phone number in dynamics and that calls through 3cx.

Please help clarify.

Thanks for your help.

 

[Evolute IT]

Thanks Frederick.

I see matching contact in dynamics being created in 3cx contacts. That's all. When inbound call is coming, it only rings in 3cx desktop client and that's all. Nothing is done is dynamics. It doesn't create a call activity log in dynamics.

Except if I'm getting something wrong, my expectation is that anytime there is inbound call, it will pop up contact form of the caller in dynamics, so that agent can just type in conversation detail instead of manually creating call activity.

Secondly, I was also hoping that agent can just click phone number in dynamics and that calls through 3cx.

Please help clarify.

Thanks for your help.

So, the call journaling is done at the end of the call, not at the beginning, and you need to make sure the agent's extension is in their Dynamics profile, otherwise the journaling is skipped. There's no way to change that.

If the contact is found, it should open its webpage. If not, like I said, make sure you have the card icon in the call screen.

As for Click2Call, I know Dynamics changed things recently but you should still be able to use Click2Call if you enabled it in the browser extension.

 

[cigweze]

So, the call journaling is done at the end of the call, not at the beginning, and you need to make sure the agent's extension is in their Dynamics profile, otherwise the journaling is skipped. There's no way to change that.

If the contact is found, it should open its webpage. If not, like I said, make sure you have the card icon in the call screen.

As for Click2Call, I know Dynamics changed things recently but you should still be able to use Click2Call if you enabled it in the browser extension.

Please where exactly do I see the small card icon?

 

[Evolute IT]

Please where exactly do I see the small card icon?

In the Webclient and the Browser extension, during a call, it would be right beside the timer.

Note that the current Windows Client doesn't support this feature. Only the Webclient, Browser Extension and the upcoming new Desktop App (available for V18 Beta only) supports this.

 

[edossantos]

In addition to what Frederick has mentioned, regarding click to call, please check this part of the guide:
https://www.3cx.com/docs/dynamics-crm-integration/#h.p8l08nxc7mn0