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Avaya Cloud Office for Microsoft Dynamics 365
Avaya Cloud Office for Microsoft Dynamics 365
by RingCentral

Drive productivity by seamlessly integrating your cloud communications and collaboration solution into Microsoft Dynamics 365.

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Avaya Cloud Office for Microsoft Dynamics CRM

What's New?

Enjoy the ability to choose to view or hide contact matches when receiving inbound calls in Dynamics.

Avaya Cloud Office for Microsoft Dynamics 365 empowers reps and agents to streamline daily business workflows with business-critical actions like click to dial, inbound screen pops, and automatic call and SMS logging. Enhance your CRM experience and automate your sales cycle, improve workforce productivity, increase call efficiency, and enhance customer interactions with Avaya Cloud Office and Microsoft Dynamics 365 integrated. And built on Microsoft’s CIF framework, Avaya Cloud Office for Microsoft Dynamics 365 will work across all Dynamics 365 applications.

Features:

Make and receive calls: Dial through the Avaya Cloud Office solution and enjoy enhanced Microsoft Dynamics 365 capabilities across all of your Avaya Cloud Office devices.

Click-to-call: Place calls from within Dynamics 365 by clicking on the hyperlinked number within contact cards, saving time and improving call efficiency.

Screen pops: Callers’ account records and contact histories are automatically displayed for all incoming calls so your team is always equipped for quality interactions.

Automatic call logging: Seamlessly log all calls and text messages so your team never misses an important interaction.

Message hub: Access all text messages, voicemails, and faxes from one place.

Create new records: Easily create new accounts, contacts, or leads while on an active call.

Customize Avaya Cloud Office: Configure customizable settings.


Resources: 


Original release date: 2020-03-26

Requirements

  • Avaya Cloud Office Office Premium or Ultimate Edition
  • Dynamics 365 (online) version 9.1 and higher versions
  • Browsers: Google Chrome (recommended: version 69 or later) or Microsoft Edge.
  • Updated: 04/23/21

App Scope and Permissions

When authorized, this app will be granted the following permissions:

PermissionDescription
Call ControlControl and manage phone calls in real-time
Read Client InfoView client application provisioning information
WebSocketMake API calls via the WebSocket transport
WebSocket SubscriptionsManage and subscribe to websocket notifications
Read AccountsView user account information, e.g. name, business name, and contact info
Problem Reports ManagementManage Client Problem Reports
Ring OutPerform two-legged ring out phone calls
SMSSend and receive SMS/MMS messages
Internal MessagesSend, and edit intra-company text messages
Read Call LogView user call log records
Edit MessagesView and update message store data, including SMS, fax, voicemail, etc.
Edit PresenceView and modify user presence status
Send Usage InfoSend usage information to enable reporting