This document discusses the integration of Skype for Business with Dynamics CRM. It provides out of the box telephone integration, including inbound call screening based on caller ID, click to dial from within CRM, embedded call controls, automatic logging of call activity in CRM, an embedded progressive dialer for campaigns, and historical reporting of call data stored in CRM. It also describes custom call outcomes and a custom directory that allow for easy call transfers using an internal directory.

1. Skype for Business-Dynamics CRM
Integration

2. Dynamics Telephony overview
 Out of the box telephone Integration for Dynamics CRM
 Inbound screenpop based on CLID
 Click to Dial any telephone number from within CRM
 Embedded telephone controls (answer, tranfers etc)
 Automatic logging of telephone activity in the CRM
 Embedded progressive dialer for campaign lists
 Telephony statistics available in the CRM dashboards
 Historical reporting stored in Dynamics CRM.

3. Embedded Telephony Controls
Inbound Call Controls and screen pop

4. Custom Call outcomes
Tracked & reported in the CRM

5. Custom Directory
Easy transfer of calls using internal directory

6. Call Activity Dashboards
CRM Dashboards show call activity

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