Microsoft Dynamics 365
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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
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
- Download and install the Dynamics 365 Channel Integration Framwork (CIF).
- 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: - Select which apps you want Telavox CTI to appear in.
- Select which roles you want to have access to Telavox CTI.
Requirements for contact lookup in Telavox
- Telavox Contact Lookup extension.
Installing contact lookups
- Install Dynamics Contact Lookup in the Telavox admin portal (App Directory).
- Fill in your Dynamics login details.
- Press “start integration”.
Adding contact lookups to users
- In the Telavox admin portal, navigate to Users -> Call Widgets.
- Select the users who should have contact lookups.
- Click on “Add” in the section on the right.
- Select the Salesforce Lookup Widget.
Other information
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
Reduced administration
Frequently asked questions and answers
What can I do with Telavox integration with Dynamics?
- 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
What licenses do I need?
- 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
How do contact lookups work?
- 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
- Book a demo
- Get a free quote
- Exploring use cases
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