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Scenario 8: Set up Microsoft Dynamics CRM Online to work with Office 365 Lync

Integrating Microsoft Dynamics CRM Online and Lync 2010 provides the following features:

  • Within Microsoft Dynamics CRM you can immediately see the availability (presence) of all your Microsoft Dynamics CRM contacts for instant messaging, Live Meeting, or a phone call.

  • You can do real-time communications with customers, colleagues, and team members without leaving Microsoft Dynamics CRM.

  • Meetings are tracked as Activities in Microsoft Dynamics CRM.

Lync 2010 Presence in Microsoft Dynamics CRM

To integrate Microsoft Dynamics CRM and Lync Online you must set your browser to trust the Lync sites and set Lync Online domain federation to control the domains that your organization can connect with using Lync Online.

Task 1: Presence in Microsoft Dynamics CRM Online

  1. If you have not already done so, install Lync 2010 according to the steps in the Microsoft Office 365 Trial Guide and sign in to Lync.

  2. If you have not already done so, add the trusted sites in your browser according to Task 1 in Scenario 7.

  3. Browse to the Office 365 portal (https://portal.microsoftonline.com) and sign in using global administrator credentials.

  4. On the Office 365 Home page, Under Lync, click Manage.

    Click Manage to configure Lync settings

  5. Click on External communications. Under Other organizations that use Lync, click on the Edit button for Domain federation mode.

    Click Edit to enable domain federation

  6. Click Turn on external communications with all except blocked domains, and then click OK.

    This enables Lync 2010 communication with all external Lync users.

    Turn on external domain communication

  7. Under Public IM service providers, click on the Enable button for Public IM connectivity mode, and then click Yes.

    It can take a while for the change to be enabled. Check back on this page for status.

    Lync external domain connection status

  8. The organization you’re federating with must also set up federation with your domain. Check with the external organization to see if they have configured Lync Online domain federation to allow Lync communication with your organization.

    For more information, see Configure federation with external domains.

Once external communications is enabled, you can see external customer contact status in Microsoft Dynamics CRM Online.

Presence information is shown for members of the same email domain you are logged in with in Lync. For example, if you are logged on in Lyncwith KimA@fabrikam.com, you will see presence for other @fabrikam.com users.

Lync presence in Microsoft Dynamics CRM
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