Microsoft Dynamics 365

CRM
Gather all important functions in one place without switching between tools. Combine telephony and CRM in the same platform.

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Managing calls in Dynamics

Answer and make calls directly in Dynamics. With the Telavox app in Dynamics, you get total control over connecting and parking calls, while staying focused on your customers.

Log calls and tickets in real time

Streamline your work by easily logging calls and creating tickets on the fly.

Full overview of previous calls and cases

View the customer’s history of incoming or ongoing calls. The latest calls and cases are presented and linked, so you can quickly click through to the relevant case or contact in Dynamics.

Quick access to important customer information

By seeing past interactions, you can personalize your communication and offer a more relevant and personalized service right on the spot.

Synchronize information to Telavox

When you answer calls in Telavox, relevant customer information is automatically retrieved from Dynamics. You immediately see who’s calling, company name, email and account manager responsible – all to provide the best possible service from the first second.

Quick access to the customer card

All calls you handle in Telavox are automatically linked to the right contact in Dynamics. This gives you immediate access to the customer’s complete history, the ability to record call notes and a clear overview of ongoing cases and opportunities. This streamlines both your follow-up and ongoing customer care work.

Requirements for Telavox app in Dynamics

  • Telavox license with CRM Integration add-on
  • MS Dynamics License (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service)
  • Dynamics 365 Channel Integration Framework (CIF) application installed

Install Dynamics 365 CIF

  1. Download and install the Dynamics 365 Channel Integration Framwork (CIF).
  2. Configure a channel provider for CTI. Fill in below.

    Name: Telavox CTI
    Label: Telavox CTI
    Channel URL: https://msdynamics-cti.telavox.com/?base= (example; https://msdynamics-cti.telavox.com/?base=https://company.crm.dynamics.com/)
    Enable Outbound Communication: Yes
    Channel Order: 0
    API Version: 1.0
    Trusted Domain:
    Customer Parameters:

  3. Select which apps you want Telavox CTI to appear in.
  4. Select which roles you want to have access to Telavox CTI.

Requirements for contact lookup in Telavox

  • Telavox Contact Lookup extension.

Installing contact lookups

  1. Install Dynamics Contact Lookup in the Telavox admin portal (App Directory).
  2. Fill in your Dynamics login details.
  3. Press “start integration”.

Adding contact lookups to users

  1. In the Telavox admin portal, navigate to Users -> Call Widgets.
  2. Select the users who should have contact lookups.
  3. Click on “Add” in the section on the right.
  4. Select the Salesforce Lookup Widget.

Other information

For contact lookups to work correctly, all phone numbers in your CRM system need to be stored in E164 format. Numbers in this format start with “+” followed by the country code. Numbers must not contain any special characters such as spaces, brackets or hyphens. Here is an example of a valid number: +46123123123

Benefits of integrating Dynamics with Telavox

Optimize your customer communication by integrating Telavox with Dynamics.
Save time, improve customer experience and streamline workflows for your team.

More effective customer service

Manage all your phone calls directly in Dynamics. Save time by having all the information in one place and increase the efficiency of each customer contact.

Personalized customer experiences

Get instant access to key customer information during the call. Deliver a more informed, seamless and personalized customer experience without having to switch between tools.

Reduced administration

Automate much of the manual work of recording and updating customer data. Focus on what really matters – your customers.

Frequently asked questions and answers

  • Make and receive calls directly in Dynamics
  • See customer information automatically on incoming calls
  • Manage call history and customer data in one place
  • Transfer and park calls directly in Dynamics
  • A Telavox license
  • Telavox optional service CRM Integration
  • An MS Dynamics license (Dynamics 365 Ssales, Dynamics 365 Customer Service, Dynamics 365 Field Service)
  • Dynamics 365 Channel Integration Framework (CIF) application installed
  • Telavox automatically retrieves customer information from Dynamics when a call comes in
  • You can see all relevant customer data directly in the call

Get a tailored demo and quote for your business

See how Telavox can save time and improve communication in your business. Our experts will guide you through a demo and give you a tailored quote.

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