Digium switchvox and Dynamics 365 CRM integration

Today, I am going to write about how I did an integration between phone system and Microsoft Dynamic CRM.

Business Requirement:

Whenever there is incoming call coming on phone system (PBX), we need to search into Dynamic CRM if the caller telephone number matches with any of the contact record phone number and pop-ups it customer related information so that person attending the call becomes more familiar with its detail.

Solution

We have a step by step approach

1)     Registering the event trigger

2)     Configure the Switchboard widget and layout.

3)     Host the Dynamic CRM plugin (created by me).

Step 1] Registering the event trigger

We need to look for incoming call event and register our dynamic crm plugin here and pass caller Id number as a parameter.

Step 2] Configure the Switchboard widget and layout

Digium Switchvox provide the feature to create custom switchboard widgets, where we can provide Dynamic CRM plugin Url. Once widget is created it is available to get it on switchboard layout.

Step 3] Host the Dynamic CRM plugin

I have exclusively created a Dynamic CRM plugin which searches the incoming call telephone number in Dynamic Crm and open ups the browser window with contact form.

Please reach out to me (vipinjaiswal12@gmail.com) for this plugin.

Demo

So, if we have an incoming call from Andrea and its telephone number matches in dynamic CRM and we are listing its details in Dynamic CRM pane. Note that Andrea Contact Name, its company and its email are hyperlinked, and it can be open up Dynamic CRM contact form, account form and email to be sent form respectively.

If you are looking for an technical assistance in Unified communications to enable integration between phone system and Microsoft Dynamic CRM, please reach out to me.

Thanks.

Vipin Jaiswal

vipinjaiswal12@gmail.com