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Skype for Business and Skype integration with Microsoft Dynamics CRM

 

Applies To: Dynamics CRM 2016, Dynamics CRM Online

If your organization uses Skype for Business (formerly known as Microsoft Lync) or Skype, you can take advantage of connectivity features like click-to-call or checking user availability from within Microsoft Dynamics CRM or Microsoft Dynamics CRM for Outlook.

When you use Skype for Business and Microsoft Dynamics CRM together, you can use Skype for Business) presence and click-to-call from within Microsoft Dynamics CRM.

Your organization must have one of the following products or subscriptions:

  • Skype for Business

  • Skype for Business Server 2015

  • Microsoft Lync Server 2013

  • Microsoft Lync Server 2010

Client requirements and Microsoft Dynamics CRM configuration

  • To use click-to-call, Skype for Business must be selected as the telephony provider in Microsoft Dynamics CRM. You can set this on the General tab at Settings > Administration > System Settings.

  • By default, Skype for Business presence is enabled in Microsoft Dynamics CRM. System administrators can enable or disable presence in Microsoft Dynamics CRM. To do this, click Settings > Administration > System Settings and on the General tab, Set the IM presence option to Yes or No.

  • Each user must have the Skype for Business client installed and running on their PC.

  • For Skype for Business presence, Microsoft Dynamics CRM Online users must have https://*.dynamics.com added to their web browsers trusted sites list in Internet options in Internet Explorer.

Mobile app or web browser

Skype for Business click-to-call

Skype for Business presence

Microsoft Dynamics CRM for iPad

Yes

No

CRM for Android

Yes

No

Windows-based tablets

Yes

No

Internet Explorer

Yes

Yes

Google Chrome

Yes

No

Mozilla Firefox

Yes

No

Apple Safari

Yes

No

When you use Skype and Microsoft Dynamics CRM together, you can use Skype click-to-call from within Microsoft Dynamics CRM.

Client requirements and Microsoft Dynamics CRM configuration

  • Each user must have the Skype for Windows desktop client or the Skype for Windows 8 app installed and running on their PC or Windows 8 device.

  • Skype must be selected as the telephony provider in Microsoft Dynamics CRM. You can set this on the General tab at Settings > Administration > System Settings.

Mobile app or web browser

Skype click-to-call

Microsoft Dynamics CRM for iPad

Yes

CRM for Android on Android tablets

Yes

Windows-based tablets

Yes

Internet Explorer

Yes

Google Chrome

Yes*

Mozilla Firefox

Yes**

Apple Safari

Yes

* The Skype Click-to-call plugin must be installed on the Chrome browser and enabled. More information: How do I enable Skype Click to Call in Chrome? 

**Prompt occurs.

Additionally, Skype click-to-call is supported with Microsoft Dynamics CRM for Windows 8, CRM for Windows 8.1, and Windows 10.

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