RingCentral for Microsoft Dynamics CRM

Installation & User Guide

| | | 2 RingCentral for Microsoft Dynamics CRM User Guide Contents

Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Click to Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Screen Pop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Install RingCentral for MS Dynamics 365 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Using RingCentral for MS Dynamics 365 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Calling—Outbound Dialing Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Region . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . 7

Pop Up On Inbound Calls . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Auto Log Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Auto Log SMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . 8

Click to Dial/SMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Related Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Call Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Compose Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Q&A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

| | | 3 RingCentral for Microsoft Dynamics CRM User Guide Introduction/Capabilities

Introduction Microsoft Dynamics CRM is a business solution to help develop leads, nurture contacts, track sales, and manage customers.

Microsoft stated in 2015 that they had 4.4 million users of Microsoft Dynamics CRM in 40,000+ companies.

RingCentral for Microsoft Dynamics provides seamless integration between Microsoft Dynamics CRM and your RingCentral services that will increase user efficiency and ultimately improve the caller /customer experience.

Capabilities • No software to install—works entirely in the cloud with any RingCentral

device.

• Works on any computer, any browser; access anytime on any PC or Mac.

• Works with Microsoft Dynamics CRM 2016 and above.

1. Easy click-to-dial/click-to-SMS on any phone number in the CRM.

2. Instant screen pop displays the caller’s info as each call arrives.

3. Automatic call dispositions for quick call logging.

4. Accurate call/SMS logs saved to the corresponding record.

Click to Dial Phone numbers in MS Dynamics CRM 365 are clickable. When clicked, these numbers can initiate a dial in one of two ways:

1. Call with Desktop app: the RingCentral Phone™ for Desktop app will be brought out to make the call.

2. RingOut: RingCentral offers an API called RingOut which dials the user first at a specified phone number and then calls the remote party.

Screen Pop Incoming calls will enable a Caller ID search in Microsoft Dynamics for

matching numbers in the Account/Contact/Lead record with any of its

phone number fields. For example, a call from 650-555-6276 should

cause the screen to pop to the Create Activity page for that record.

In the event of multiple matches, the screen will pop to the Microsoft

Dynamics global search page, with the phone number pre-populated in

the search box and initiated a search.

In the event that there are no matches, the user should be able to

create Activity without linking it to any Dynamics entity.

Example Microsoft Dynamics CRM Global Search Page

Call Logging Calls will be logged as Activities in MS Dynamics CRM and can be

filtered out using the Start Date field.

| | | 4 RingCentral for Microsoft Dynamics CRM User Guide Installation

Installation Download the RingCentral for Microsoft Dynamics 365 CRM application here:

https://apps.ringcentral.com/integration/dynamics/solutions/rc/RingCentral4Dynamics.zip

After installation, you may convert the 30-day fully functional trial copy to permanent status.

Install RingCentral for MS Dynamics 365

1. Login to MS Dynamics as an administrator. 2. Click Admin Center

and scroll down (in left navigation pane).

3. Click Dynamics 365.

4. In Dynamics Admin Center view (page center) click .

5. Click the drop-down caret—not directly on Settings—

and select Solutions in the Customization column.

6. Click the import icon on the all solutions page.

7. Browse your computer for the RingCentral for Dynamics 365 file you downloaded.

8. Using the wizard, specify where your RingCentral for Dynamics 365 package is located.

9. Select Choose File to locate your .zip file.

10. Select the file and click Import.

11. A progress bar will show you the installation progress.

12. Close the Wizard.

13. Refresh your page.

14. Click the RC button to bring up the app inside Microsoft Dynamics 365.

15. Sign In to RingCentral for Microsoft Dynamics 365.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 5

Using RingCentral for MS Dynamics 365

Login Open your browser and login to your SMS Dynamics 365 account.

If you haven’t logged in to the RingCentral for MS Dynamics 365

app, you’ll see the Sign In button. Click the button to go to the login

page. Type in your RingCentral credentials to log in.

Upon your successful login, the app will change to the following view.

Settings

You can get to the Settings page by clicking the gear icon in

the top navigation bar. Settings include: Calling—Outbound

Dialing Option; Region; Pop Up On Inbound Calls; Auto Log

Calls; Auto Log SMS; and Click to Dial/SMS.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 6

Calling—Outbound Dialing Option

Make my calls with:

RingCentral Phone™ for Desktop. With this option selected,

when you make an outbound call, your RingCentral Phone™

for Desktop app will be initiated to place the call.

My RingCentral Phone. With this option selected you will find

your RingCentral direct numbers and extension number listed

as your Location options.

Other Phone. With this option selected, you will find your

other phone numbers saved in RingCentral Service Web listed

as your Location options.

Custom Phone. If you need to connect from a phone number

that is not saved in RingCentral system, please select this

option and enter that phone number as your Location.

If you choose to make outbound calls with My RingCentral Phone,

Other Phone, or Custom Phone, please specify a phone number as

My Location, when you make an outbound call RingCentral will ring

you at your Location before connecting the called party.

Press 1 to start a call:

With this checked, once you answer the call at your location

you will be prompted to press one before RingCentral rings the

called party. If this option is not enabled, then RingCentral will

call your number and the dialed party simultaneously.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 7

Region If you want to dial local numbers using the RingCentral for MS

Dynamics 365 app, please specify the Country you are in and enter

your Area Code (if you are in Canada / United States) then click .

After you save the information, when you try to dial a local number

the app will format the local number to E.164 format, e.g.,

+11231231234 before placing the call.

Pop Up On Inbound Calls Pop up matching record in MS Dynamics 365

This toggle is turned on by default. If the caller ID of an inbound

call matches any Account/Contact/Lead record in MS Dynamics

365, you’ll be navigated to the details page of that record in MS

Dynamics 365. If an inbound caller ID matches multiple records

in MS Dynamics 365, you’ll be navigated to the MS Dynamics

global search page with all the matching records populated.

If you don’t want to get re-directed in MS Dynamics 365 because

of the inbound calls mapping, please turn off this toggle.

Pop up minimized app

This toggle is turned on by default. In the case a call comes when

the app is minimized, with this toggle turned on, the app will pop

up and show the incoming call information.

If you minimize the app and turn off the toggle, when there’s

new call the app will remain minimized but will sparkle upon

incoming call.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 8

Auto Log Calls This toggle is turned on by default. If you have opened the app and

have logged in, RingCentral will automatically create an Activity in

MS Dynamics 365 for any inbound or outbound call.

If this toggle is turned off, you could log a call by clicking the

icon during the call on the Calls tab or after the call on the History

tab. A new Activity page will be opened in MS Dynamics 365 with

the call information pre-populated. You could enter more call notes

before saving it.

Auto Log SMS This toggle is turned off by default. If you have turned on the Auto

log SMS toggle on the Settings page, the messages on the

Messages tab are logged automatically after you log in to the app.

Even with Auto log SMS set, text messages that are transmitted

internally to other extensions within your organization are not

automatically logged in MS Dynamics, to avoid creating customer-

irrelevant Activities. You can manually log them in MS Dynamics

by clicking on the Messages tab or conversation details page.

Click to Dial/SMS This toggle is turned on by default. The phone fields in MS

Dynamics 365 will be recognized as clickable and you’ll find

and icons when you mouse over a phone number in MS

Dynamics 365. When you click the icon an outbound call will

be placed to that phone number.

You can turn off the toggle to disable click to dial.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 9

Placing Calls There are two ways to place an outbound call:

1. Type in the number you want to dial in the dial pad.

2. Use the click to dial feature.

If you choose to Call with RingCentral Phone™ for Desktop, your

RingCentral Phone™ for Desktop will be initiated to place the call.

If you select other Calling options, RingCentral will first call

you at your Location and the app dialer will change to the

Calls tab as shown below during the time the call is being

connected.

Once you answer the call, depending on your settings, you may

be prompted to press 1 before the call is connected to the

other party.

If you have turned on Auto log calls, an Activity will be created

as a call log in MS Dynamics 365 automatically. Otherwise click

the log call icon and a new Activity will be opened in MS

Dynamics 365 with the call information pre-populated.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 10

Incoming Calls When an incoming call is received, you are notified about the

incoming call on your RingCentral for MS Dynamics 365 app. In

addition to the app notification, other phones will ring depending

on the configuration of your RingCentral phone system.

Once you pick up the call on your device/desk phone, the app will

automatically change to Calls tab and the call timer will start. If the

call goes directly to voicemail without ringing any of your

RingCentral phones, then there will not be any notification to your

RingCentral for MS Dynamics 365 app.

Related Search Whenever there is an incoming call, the app searches MS

Dynamics 365 for matching records. Depending on your settings, if

you turn on Pop up matching record in MS Dynamics 365, when

there is only one matching record, you will be navigated to the

details page of that record in MS Dynamics 365. If there are

multiple records, you will be navigated to the search page listing all

the matching records.

You can always find a beside a call on Calls or History tabs if

matching record(s) are found for that call. Clicking on that icon will

navigate you to the record details page in MS Dynamics 365.

Call History All your calls can be found on the History tab. If you forgot to log a call while you were talking on the phone, you still can find the call in History and log it. You can always edit a log by clicking to open the Activity in MS Dynamics 365 and edit it.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 11

Call Recording If you record your call and logged that call as an Activity in MS

Dynamics 365, you can find the link to that call recording on the

Activity detail page within the Call Recording field.

Click the link and you’ll be prompted to log in with your

RingCentral credentials.

Note that you can only access the call recordings that you record.

Only the system administrator of your RingCentral account can

access all the call recordings in the organization.

You can select to play or download the call recording

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 12

(650)123-1234

Compose Text Click the icon in the navigation bar, select from which of your

numbers you wish to send the text, enter the To phone number,

compose the text message and click the Send button. The sent

message will be displayed in the conversation area.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 13

Messages Message history for the past 7 days can be found on the

Messages tab. Click a message to view the conversation details;

click the icon to view the matched entity details.

If the message is transmitted with an unknown number, you can

create a MS Dynamics record with it. Click and you can

select to create an Account, a Contact, or a Lead.

If you wish to call back instead of continue with messaging,

simply click the icon and the call will be placed.

To log a conversation as an Activity in MS Dynamics, you can

either select the conversation from the Messages tab or go to

conversation details page and click to create the log. If you

wish to edit a saved log, click . An easier way is to turn on the

Auto log SMS toggle on the Settings page and all the messages

excluding the ones you transmitted with the other extensions in

your organization will be logged automatically in MS Dynamics.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 14

Q&A

Q: Why do matching records not pop up for my inbound calls?

A: It is likely that the phone fields in the records’ entity view have not been added as the Find Columns in the solution.

To add Find Columns, the administrator must follow these steps:

1. Go to Settings > Customizations > Customize the system.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 15

2. On the Solution details popup, edit the entity view.

For example, for the Account entity type: go to Components > Entities > Account > Views, select and click Quick Find Active Accounts.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 16

3. On the View: Quick Find Active Accounts popup, click Add Find Columns.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 17

4. On the Add Find Columns popup, check the phone fields and click OK.

5. Click Save and Close on View: Quick Find Active Accounts.

| | RingCentral for Microsoft Dynamics CRM User Guide Using RingCentral for MS Dynamics 365 | 18

6. On the Solution details popup. click Publish All Customizations.

©2018 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, RingCentral Meetings, and the RingCentral logo are registered trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners. KID-10442