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  • 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

    CallingOutbound 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 installworks 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 callers 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 caretnot 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 but

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