Click-to-Call used in Microsoft Dynamics CRM is a web-based communication tool that allows you to easily call any leads, contacts and accounts via Skype or Lync.

Click-to-Call (CTC) technology enables immediate web to phone communication services. This feature provides you with all information needed, such as caller ID, location, call history and duration of the call. This integration for Microsoft Dynamics CRM can help your sales and support team improve productivity. CTC saves time, because you will no longer need to manually dial numbers.

In addition, CTC can be used via Skype or Lync. This integration allows the user to make calls directly from Microsoft Dynamics CRM. However, in order for CTC to work correctly, you will have to choose one program to work from. Therefore, you cannot have Skype and Lync installed on the same computer.

Once you have chosen which Internet calling program to work from (either Skype or Lync), making calls from inside Microsoft Dynamics CRM couldn’t be easier.

Here’s how:

Simply click on the phone number within a form or record, it will open Skype or Lync (whichever system you have) and automatically dial the number.  

You can also log the phone call activity with the “Add Phone Call” feature. The new process-driven forms will open automatically when you click the phone number. However, when using Skype you will need to click the “Add Phone Call” link to log phone call details.

[If you haven’t already installed Skype, click here for Lync click here]

When you install Skype or Lync, the CTC add-on feature will automatically be installed.  You will see it in Microsoft Dynamics CRM next to the phone number in the record, either a Skype icon or a Lync telephone icon will appear in front of the phone number. 

Within Microsoft Dynamics CRM, you will then need to specify the provider. Here’s how to do that:

  1. In the Navigation Pane, click Settings.
  2. Under System, click Administration, and then click System Settings.
  3. On the General tab, under Set the telephony provider, for Select provider for Click to Call, select Skype or Lync.

You must also make sure that each number within Microsoft Dynamics CRM is stored in the correct format, for example: country/region code – area code – number.

To help you and other users in Microsoft Dynamics, you can also enable country/region prefixing to ensure stored numbers are in the valid format. You can choose to prefix at Organization Level or User Level. The difference is that User Level settings will override the Organization Level settings, which will allow you to customize areas for different users in different departments or locations.

Prefixing at Organization level

  1. Go to Navigation Pane, click Settings.
  2. Under System, click Administration, then click System Settings.
  3. In the General tab, in the Set the default country/region code section, select the Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +44.
  4. Click OK.

Prefixing at User Level

  1. In the File tab, click Options.
  2. In the General tab, under Set the default country/region code section, select Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +44. 
  3. Click OK.

Using CTC will save you from having to manually dial in several numbers or from having to open outside programs by providing you with a direct link into the Skype or Lync CTC phone feature.

CTC will also give you the ability to keep a record of all past phone calls, which are then stored in the “Activities” folder. Being able to keep track of your past phone calls can be very beneficial and will improve your customer relationships.

The CTC feature in Microsoft Dynamics CRM will enable a your calling system to be simpler, faster and more efficient.

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