Integrate Yeastar P-Series Software Edition with Microsoft Dynamics 365 CRM

Yeastar P-Series Software Edition supports the integration with Microsoft Dynamics 365 CRM via Channel Integration Framework (CIF). This topic describes how to set up the integration to embed the PBX system into Dynamics 365 CRM as a plugin, allowing users to handle calls within the plugin area of CRM, while continuing to perform other CRM-related tasks without switching between systems.

Requirements

Platform Requirement
PBX Server
Microsoft 365
  • License: Your business have a subscription to one of the following Microsoft 365 license:
    • Microsoft 365 Business Basic
    • Microsoft 365 Business Standard
    • Microsoft 365 Business Premium
    • Microsoft 365 Apps for Business
  • Service: Your business uses Microsoft Dynamics 365 Sales as the CRM system.
  • Account: The Microsoft account used to set up the integration should meet the following requirements:
Browser
For optimal performance, the integration is recommended to be set up and used with the following browsers:
  • Microsoft Edge
  • Google Chrome
  • Opera

Add the PBX system as a channel provider

To integrate PBX system with Microsoft Dynamics 365 CRM, you need to add it as a channel provider using the Channel Integration Framework (CIF). This allows the PBX system to function as a plugin embedded within the Dynamics 365 CRM interface, offering seamless access and interaction.
Note: The integration will only work on CIF version 1.0.
  1. Log in to Dynamics 365 instance (e.g. https://{{your-organization}}.crm.dynamics.com) with the administrator account.
    Note: Replace your-organization with your actual domain name.
  2. At the top of the page, click the current app name.

  3. In the Apps page, search for and select Channel Integration Framework.

    You are redirected to the Channel Integration Framework app.

  4. At the top of the tool bar, click New to add a new channel provider.

  5. In the Channel Provider Configuration tab, complete the following settings.

    Setting Description
    Name Specify a name to help you identify the channel. For example, Yeastar P-Series PBX System.
    Label Specify the label that is displayed as the name of the channel. For example, Linkus for Dynamics 365.
    Channel URL Enter the URL that will connect the PBX system to Dynamics 365 in the following format:
    https://{{PBX_domain}}/dyncrm?base={{CRM_base_url}}
    • {{PBX_domain}}: The domain name of the PBX system.
    • {{CRM_base_url}}: The URL of the Dynamics 365 instance.

    For example, the PBX domain name and your Dynamics 365 instance URL are shown below:

    Then the channel URL should be:

    https://example.domain.yeastar.com/dyncrm?base=https://org1234d567.crm.dynamics.com
    Enable Outbound Communication Select Yes to allow users to place calls from Dynamics 365 via the communication channel.
    Channel Order Specify the order in which this channel appears in the channel list.
    Note: Channels with lower numbers are displayed with higher priority.
    Select Unified Interface Apps for the Channel Search for and select Sales Hub, which will make the channel available within the Dynamics 365 CRM interface.
    Select the Roles for the Channel Select the user role(s) that are allowed to access the channel.
  6. At the top of the page, click Save & Close.

    The channel is created and displayed in the channel providers list.

  7. Activate the channel.

    1. In the channel providers list, select the channel.
    2. At the top of the page, click Activate.
    3. In the pop-up window, click Activate.

Grant users access to the channel

After adding the channel provider, you need to assign Channel Access security role to the specific users. This ensures that users with the appropriate roles, as specified in the channel configuration, can have access to the channel.

  1. Log in to Microsoft Power Platform Admin Center.
  2. In the Environments page, select your sales hub, then click Settings.

  3. Click Users + permissions, then select Users.

  4. Click beside a user, then select Manage security roles.

  5. In the right panel, select Channel Access, then click Save.

Result

  • A channel has been successfully set up.

  • Users with specified security roles can see an embedded plugin (referred to as the "Linkus for Dynamics 365" plugin) in their Sales Hub app, and they can use this plugin to handle calls directly within Dynamics 365 CRM.

What to do next