| | | 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
• 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:
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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.
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.
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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.
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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
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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.
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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
Once you answer the call, depending on your settings, you may
be prompted to press 1 before the call is connected to the
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.
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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.
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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
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
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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.
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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.
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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.
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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.
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3. On the View: Quick Find Active Accounts popup, click Add Find Columns.
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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.
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6. On the Solution details popup. click Publish All Customizations.