Set up CRM Online to use Skype or Skype for Business


Applies To: Dynamics CRM Online

When you use Skype for Business and Microsoft Dynamics CRM Online, your organization can benefit from these capabilities:

  • Real-time communications with customers, colleagues, and team members without leaving Microsoft Dynamics CRM. Click or tap a person’s phone number to call them.

  • Track meetings as Activities in Microsoft Dynamics CRM.

  • Get Presence information for members of the same email domain you are signed in with in Skype for Business.

Call a contact with Skype


  1. Verify that IM presence is enabled in Microsoft Dynamics CRM. Go to Settings > Administration > System Settings > General tab.

    Set the IM presence option


  2. In System Settings, set the telephony provider to Skype for Business.

    Select Skype or Lync as the provider


  3. Browse to the Office 365 admin center and sign in using Office 365 Global administrator credentials.

  4. On the Office 365 admin center page, click or tap Admin > Skype for Business > organization.

  5. Choose the general tab. Review and set the presence privacy mode.


    Presence information is shown for members of the same email domain you are signed in to with Skype for Business. For example, if you are signed in with, you will see presence for other users.

    Instruct users to add the following as trusted sites in their browser:

    • https://*

    • https://*

    • https://*


  6. Choose the external communications tab. Review and set the external access and public IM connectivity settings.

    Lync admin center external communications settings


Now that Skype is setup, your Skype calls are tracked as activities.

Lync calls tracked as activities


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