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Skype vs. Teams Phone Integration

  • 1.  Skype vs. Teams Phone Integration

    TOP CONTRIBUTOR
    Posted Jan 11, 2019 11:18 AM
    We have a user who wants to click on a link in CRM and make an outgoing call.  CRM in I/E automatically makes the phone call if the user has Skype installed, however Teams is the new software from Microsoft and we would like to have it use Teams instead of Skype.

    We are using version 8.2 on premise.  Does anyone know if there is a system setting or other supported way to make this happen?

    Thanks much.

    Donna

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    Donna Liotta
    Manager Business Applications
    National Safety Council
    Itasca IL
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  • 2.  RE: Skype vs. Teams Phone Integration

    Posted 7 days ago
    Donna, currently the MS Teams integration with D365 is the opposite of how the Skype integration used to work. MS is currently recommending that users install the Dynamics 365 Teams ADD IN to view Dynamics data and make calls, view records, etc. from the Teams app itself.

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/teams-collaboration

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/teams-integration

    In fact, we implemented a "hack-around" for teams during our pilot which has since stopped working due to an MS update (#Unsupported)

    I cannot attest to the functionality of this offering, but there is a 3rd party that claims to do the traditional version of this integration: https://www.tenfold.com/integrations/dynamics/microsoft-teams


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    Timothy Noce
    Manager - CRM
    AEP Energy, Inc.
    Chicago IL
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