As I revise for the MB2-713 certification (Microsoft Dynamics CRM 2016 Sales) I’m completing blog posts covering all aspects of my revision, this time I’m going to look at Skype integration. (A nice simple option! J)
Out of the box Skype and Skype for Business integration is possible. This integration essentially gives two features, firstly the ability to use click to dial on any telephone number and secondly the capability to view presence information.
Tip: You may see Skype for Business called Lync. Lync has been rebranded as Skype.
You will find the options to allow configuration of Skype and Skype for Business in the system settings area of CRM.
On the general tab of system settings, you will find an option to enable the IM presence option.
Also on the general tab you will find options to control any prefixing of telephone numbers. And an option to choose between Skype and Skype for Business.
One thing about the integration between CRM and Skype that is worth being aware of is that clicking on a phone number will dial that number but it won’t automatically create a phone call activity in CRM.
However, if your form has the social pane displayed a dialog to create the details of the phone call does automatically open.
Hopefully you will find the revision needed to Skype integration much simpler then some topics. But even so getting some hands-on practice is always useful.