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Set up Microsoft Dynamics CRM to make calls with Skype or Lync

If your organization is set up to use Skype or Lync, you can call your contacts from within Microsoft Dynamics CRM by clicking or tapping the person's phone number. This capability is called “click to call.”

There are a few areas where system administrators configure settings for this feature.

For users to place calls from within Microsoft Dynamics CRM on their computer, they either need to install Skype; or you will need to setup and make available Lync.

Supported versions of Skype or Lync

These versions of Lync and Skype are supported:

  • Microsoft Lync 2010 or Microsoft Lync 2013

  • Skype 6.0

Set whether your organization uses Skype or Lync

You can configure which telephony provider your organization uses for click to call.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

    Check your security role

    • Follow the steps in View your user profile.

    • Don't have the correct permissions? Contact your system administrator.

  2. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

      Settings appears on the nav bar.

    2. Click or tap Settings > Administration > System Settings.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration > System Settings.

  3. On the General tab, under Set the telephony provider, for Select provider for Click to call, select Skype or Lync.

  4. Click or tap OK.

Set your organization's prefix for phone numbers

For people to place Skype or Lync calls from within Microsoft Dynamics CRM, the phone numbers must be entered and stored in a valid number format: <country/region code><area code><number>. However, when entering data in Microsoft Dynamics CRM, users may not include the required country or region prefix in a phone number.

To solve this, you can enable country/region code prefixing, and the system will prefix the code to the number that you are trying to call. This prefixing can be done for the entire organization, or users can set the country or region code in their personal options. If a user has specified a different code than what is set for the organization, the user's setting overrides the organization's setting.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics CRM.

    Check your security role

    • Follow the steps in View your user profile.

    • Don't have the correct permissions? Contact your system administrator.

  2. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

      Settings appears on the nav bar.

    2. Click or tap Settings > Administration > System Settings.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization if necessary, and then click or tap Settings > System > Administration, and then click or tap System Settings.

  3. On the General tab, in the Set the default country/region code section, select the Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +01181 (81 is the country code for Japan).

  4. Click or tap OK.

Applies To

CRM Online

CRM 2015 on-prem

CRM 2013 on-prem

 
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