Microsoft CRM
CTI integration with XPhone Connect AppLink for Microsoft CRM
Microsoft Dynamics CRM is extended in version 2011 and 2013 by the CTI (computer telephony integration) functionality using CRM Add-On XPhone Connect Dashboard for MSCRM.
All features at a glance:
Seamless CTI integration into Microsoft Dynamics CRM interface (list and form views) of the entities contact, company and lead.
Identification of an incoming call with the option to display the Microsoft Dynamics CRM contact.
Opening Dynamics CRM contacts with the contact button in XPhone Connect.
Quick search with the XPhone Connect search function in the Dynamics CRM database, opening of the Dynamics CRM contact in the results list.
The integration comprises the following components:
XPhone Connect Client - for caller identification and to run the CTI functions at the client
XPhone Connect Server
Support for some features specific to Microsoft Dynamics CRM:
Several organisation can be used at the same time depending on the installed Microsoft Dynamics CRM server version. The CRM add-on also fully supports this feature.
Microsoft Dynamics CRM 2013
It is possible with MSCRM 2013 to click displayed telephone numbers directly in order to call them (Click-to-call). The Click-to-call performance feature allows you to dial a telephone number with the pre-defined telephone provider. The following configuration must be made for this. Activating Microsoft Skype for Business in the System settings in MSCRM 2013:
Microsoft Dynamics CRM
Supported versions
Microsoft Dynamics 365 for Sales
Microsoft Dynamics CRM 2016
Microsoft Dynamics CRM 2015
Microsoft Dynamics CRM 2013
Microsoft Dynamics CRM 2011
Hint
The range of functions depends on the version: For more information, please contact your XPhone Connect sales partner. In the Dashboard Designer, templates are available for some versions of Microsoft Dynamics CRM.
License
XPhone Connect Client Office Plus: per user
Hint
Hosted Microsoft CRM installations are not supported!
Installation and configuration
XPhone Connect Server
Install the XPhone Connect Server for CTI operation according to the documentation and configure it for the desired users/extensions. Make sure that the configuration template for the XPhone Connect Directory was allocated to all users with Dynamics CRM integration and that the XPhone Connect Directory is configured accordingly.
XPhone Connect Client
Install the XPhone Connect Client. Make sure that the version corresponds to the system requirements. Configure the software according to the documentation for operation with the XPhone Connect Server. After starting the client, make sure that the XPhone Connect Directory is in the address book folder list.
Expanding the Microsoft Dynamics CRM interface
You can integrate dialling assistants in Microsoft Dynamics CRM to use the CTI functions in XPhone Connect. This requires installing XPhone Connect on each workstation computer. You can access the CTI functions via an additional button on the Microsoft Dynamics CRM interface. To show the button, some adjustments in the Microsoft Dynamics CRM view must be made.
Hint
For Microsoft Dynamics 2011 and 2013**: You can perform the customizations from any workstation. The only requirement is that your user ID has the appropriate permissions in Microsoft Dynamics CRM to customize the interface.
In Microsoft Dynamics CRM, you can show contacts in two different views:
Form view
An individual contact, company or lead is shown in the detailed view. Full details are shown on the respective contact.
List view
Several contacts, companies or leads are shown in a list. Only selected information is shown on the respective contact.
Many configuration steps are the same for the different versions of Microsoft Dynamics CRM and are therefore described generically. The configuration steps for specific versions are outlined separately for each version.
Import customizations as a managed solution
All interfaces adaptations are offered as managed solution from Microsoft Dynamics CRM 2011. You will find the solution in form or a ZIP archive on the DVD in sub-folder Integrations\MSCRM\Solutions
.
All necessary extensions in your CRM system are made by importing this solution in Microsoft Dynamics CRM. On the other hand, all extensions are removed completely when the solution is removed from the system. Upgrades of the solution can also be added in this way.
Log in to Microsoft Dynamics CRM with sufficient system authorisation. You can find the entry point to Microsoft Dynamics CRM in Settings > Solutions. There, select Import and go to the ZIP archive of the solution in the selection dialogue of the DVD. In the next step, you can view the details of the solution and finally import the solution. A successful import is confirmed on a corresponding overview page. The solution can now be used immediately.
A button for the CTI integration is now included in the list and detail views for contacts, companies and leads. The button is greyed out by default. This ensures that individual users are assigned the security role XPhoneUser. Creating a security role See “Create security role. If the security task XPhoneUser is deleted from the system, all users will automatically get access to the CTI button.
Creating security tasks
In Microsoft Dynamics CRM, under Settings > Settings, select Settings for Business Units.
Select Security roles.
Click New and create a new security role called XPhoneUser.
Assign the new security role to the users with access to the interface extensions.
If the XPhoneUser security role is not created in Microsoft Dynamics CRM, the interface modifications are always shown to all users.
Have you found a mistake on this page?
Or is something not formulated well or too vague? Then we look forward to receiving an e-mail, preferably with a suggestion for improvement, to doku@c4b.de. Thank you very much!