Microsoft CRM

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

  1. In Microsoft Dynamics CRM, under Settings > Settings, select Settings for Business Units.

  2. Select Security roles.

  3. Click New and create a new security role called XPhoneUser.

  4. 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.

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