Microsoft Dynamics 365 CRM Integration Guide

Yeastar P-Series Software Edition supports integration with Microsoft Dynamics 365 CRM, delivering seamless communication capabilities within the CRM interface. With an embedded Linkus plugin, users can make and receive phone calls through PBX, manage call activities, and streamline workflows, all without leaving Dynamics 365. This integration enhances productivity by centralizing communication and CRM operations in a single interface.

Requirements


Platform	Requirement
PBX Server	Firmware: Version 83.19.0.22 or later. Network: The PBX can be remotely accessed via a domain name. For more information about the configuration, see the following topics: Configure Network for Remote Access by a Yeastar FQDN Configure Network for Remote Access by a Yeastar Domain Name Configure Network for Remote Access by a Domain Name
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.
Browser	For optimal performance, the integration is recommended to be set up and used with the following browsers: Microsoft Edge Google Chrome Opera

Key features

The integration of Yeastar P-Series Software Edition and Dynamics 365 CRM provides the following key features:

Embedded Linkus plugin: Seamlessly integrates the Linkus client into the Dynamics 365 interface. Users can handle all communications within their CRM, eliminating the need to switch between systems.

Click to Call: Users can launch calls by a single click on phone numbers within Dynamics 365 CRM.
Call Popup: Automatically bring up the contact's profile in the CRM when users receive / answer an inbound call from a CRM contact, or finish a call with a CRM contact. In addition, users are able to manually open the contact's profile from the call window during a call with a CRM contact.
Dynamics contact creation: A new contact with specified type can be created automatically or manually in Dynamics 365 CRM for unknown inbound calls or outbound calls.
Phone call activity logging: Call activities with related information can be logged automatically or manually to Dynamics 365 CRM when a user ends calls with CRM contacts.
Access to call recordings: Users can see and play recordings stored in the PBX from corresponding phone call activity right within the CRM system.

Integration workflow

The integration between Yeastar PBX and Microsoft Dynamics 365 involves two main phases:

Administrator setup

To integrate the PBX system with Microsoft Dynamics 365, the administrator needs to set up a communication channel in Microsoft Dynamics 365:

Add Yeastar P-Series Software Edition as a channel provider via Channel Integration Framework (CIF), which provides an embedded plugin (referred to as the 'Linkus for Dynamics 365' plugin) within Dynamics 365 for users to manage calls.
Assign Channel Access permission to the Microsoft accounts of relevant users, ensuring that the embedded plugin is visible and accessible within their Dynamics 365 CRM interface.

For more information, see Integrate Yeastar P-Series Software Edition with Microsoft Dynamics 365 CRM.

User configuration and usage

After the integration is successfully configured by the administrator, users can access the 'Linkus for Dynamics 365' plugin within their Dynamics 365 CRM interface, and configure their personal integration settings:

Log in to Linkus within Dynamics 365 CRM.
Customize the CRM integration settings as needed to better fit their daily communication workflows.