Microsoft Dynamics integration allows you to connect your Ringover phone system directly with your CRM workspace. In this guide, you’ll learn how to activate the integration, install the Dynamics 365 Channel Integration Framework, and configure access roles so your team can make, receive, and automatically log calls directly within Dynamics.

Connect Microsoft Dynamics with Ringover

1. Activate the Microsoft Dynamics integration in Ringover

Bridge your phone system and CRM by configuring your Dynamics domain within the Ringover dashboard.

1. Go to your Integrations page in the Ringover Dashboard.
2. Search for Microsoft Dynamics.
3. Enter your dedicated Dynamics URL in the domain field.
4. Click on Activate.

2. Install the Dynamics 365 Channel Integration Framework

Add the native communication framework extension to your Microsoft Dynamics environment.

1. Go to the 🔗 Dynamics 365 Channel Integration Framework listing page.
2. Click on Get it now.

3. Click on Get it now again to confirm permissions.
4. Select your preferred Dynamics environment.
5. Agree to the terms of service and privacy agreements.
6. Click on Install.

The installation runs in the background. Wait a few minutes before checking your Dynamics app catalog to ensure the Channel Integration Framework has successfully finished installing.

3. Configure the Channel Integration Framework settings

Set up your active channel and select which Dynamics apps and security roles can access the integrated dialer.

1. Open the Channel Integration Framework application inside your Dynamics workspace.
2. Click on New to create a new channel definition.
3. Enter your channel parameters and configurations (Unified Interface Apps and Roles).
4. Click on Save.

4. Access to your contacts details and dialer

Once saved, the Ringover dialer will automatically appear on the right side of your Dynamics screen. Your agents can immediately begin placing and receiving calls directly from this interface, with all call details automatically synced to your Dynamics contact records.

5. Configure your settings in Ringover

Customize how your contacts and call logs sync between the two platforms.

1. Call types: Select Manage call types to choose which types of calls sync to your CRM.
2. Include recordings in call logs: Choose to attach call recordings by selecting All files, Recordings, Voicemails, or None.
3. Restrict access to recordings: Enable this option to limit playback access strictly to users with active Ringover licenses.
4. Phone numbers: Select the specific outbound lines you want to include in the integration.
5. SMS numbers: Select the specific messaging numbers you want to include in the integration.
6. Link users with an account: Link Ringover users to a Microsoft Dynamics account.
7. Assign missed IVR calls to: Designate a specific default Microsoft Dynamics user to receive ownership of any missed switchboard calls.
8. Log internal calls: Activate this option to automatically log calls made between internal Ringover agents.
9. Include Empower summaries and transcripts: Toggle this to append automated AI summaries and full text transcript links directly to activity comments.
10. Log activities on open opportunities : Enable this option to sync your activities as opportunities.

11. Include scenario name in call logs: Log the active IVR campaign or routing flow name to incoming call logs.

12. Select contact manually : Toggle this feature to allow users to manually choose which contact a communication should be logged under. 
13. Logs display language: Select your preferred default language for automated log text.
14. Type of object created: Choose whether incoming numbers should automatically generate a Contact or a Lead.
15. Create an activity for each entity with the same number: Creates a separate activity for each entity sharing the same number.
16. If a contact page exists, open that page when the contact answers the call: Enable this to automatically open the matching contact's page in your integration the instant an agent answers their call.
17. Not redirected to the contact page: If activated, when an outgoing call is answered, it won't be redirected to the contact page (if it already exists).
18. Support for the Lead entity: Enables activities to be associated with Lead entities.
19. Link leads to outgoing calls: Associates leads with outgoing call activities.
20. Mark activity as completed: Automatically marks the activity as completed.

21. Log WhatsApp messages: Activate this option to automatically log Whatsapp messages.
22. Log Omnichannel messages as separate: Records each omnichannel message as a separate activity.
23. Group WhatsApp conversations by : Use the dropdown menu to determine how WhatsApp messages are grouped together (e.g., as a Full conversation) in your logs. 
24. Create contact for calls: Define when new records should be created (options include Incoming, Outgoing, Missed, Completed, All calls, or No contact page).
25. Create contact for SMS messages: Define when new records should be created (options include Incoming, Outgoing, All, or None).
26. Create contact for WhatsApp messages: Enable the option to create a contact for WhatsApp.
27. Sync contacts (v4) : Enable this toggle to activate the version 4 contact synchronization between Ringover and your CRM. 
28. Sync contacts on a call-by-call basis : Toggle this setting to synchronize contact information only when a specific call occurs. 
29. Display contact's info during call and only store their info if call-by-call basis is activated : Enable this switch to show contact details while ringing and conditionally store them based on your call-by-call sync settings. 
30. Mapped fields : Select "Add or edit fields" to match your Microsoft Dynamics fields (like First Name, Last Name, and Phone) to the information displayed in your dialer.
31. CRM autofill: Use AI to identify information from your calls and automatically fill in fields in your CRM.

🎉 You now know how to integrate Microsoft Dynamics with Ringover and can place calls and automatically sync communication logs directly within your CRM workspace!