BT Cloud Work for Microsoft Dynamics 365
Drive productivity by seamlessly integrating your cloud communications and collaboration solution into Microsoft Dynamics 365.
BT Cloud Work for Microsoft Dynamics 365
What's New?
Enjoy the ability to choose to view or hide contact matches when receiving inbound calls in Dynamics.
Improve your sales pipeline by seamlessly integrating your BT Cloud Work cloud communications and collaboration solution into Microsoft Dynamics 365. Enhancing your CRM experience enables you to automate your sales cycle, improve workforce productivity, increase call efficiency and enhance customer interactions. Call leads and customers from within Dynamics 365, automatically match incoming callers to existing contact records and automatically save notes logged during or after a call.
Features:
- Make and receive calls: Dial through the BT Cloud Work solution and enjoy enhanced Microsoft Dynamics 365 capabilities across all of your BT Cloud Work 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 call and SMS history and notes so your team never misses an important interaction.
- Message hub: Access all BT Cloud Work text messages, voicemails, and faxes from one place. Initiate calls, SMS messages, a new call log, entity types (Accounts, Leads, Contacts), and much more from this view.
- Active call controls: Quickly mute, transfer, hold, and hang up from within the widget.
- Create new records: Easily create new accounts, contacts, or leads while on an active call.
- Settings: Set your presence across all BT Cloud Work endpoints, enable automatic log notes, calls, SMS, SMS content, matched entities on inbound calls, and configure in app preferences.
Benefits:
►Seamless integration with Dynamics 365
Connecting your BT Cloud Work solution with the CRM applications you use every day allows you to automate the tedious tasks in your workflow for added efficiency and ease of use.
►Streamlined business communications
BT Cloud Work for Dynamics 365 reduces the need for agents to switch between multiple devices and applications to access key business functionalities.
►Exceptional customer experiences
Intuitive displays of key customer information allows agents to deliver a highly personalized customer experience with every incoming call. Eliminate misdials and speed up response times with easy access click-to-dial phone numbers from any customer or account.
Requirements
- Dynamics 365 (online) version 9.1 and higher versions
- Browsers: Google Chrome (recommended: version 69 or later) or Microsoft Edge.
- Last update: 04/27/21
Installation
Follow the steps in the RingCentral for Dynamics Admin Guide.
App Scope and Permissions
When authorized, this app will be granted the following permissions:
| Call Control | Control and manage phone calls in real-time |
| Read Client Info | View client application provisioning information |
| WebSocket | Make API calls via the WebSocket transport |
| WebSocket Subscriptions | Manage and subscribe to websocket notifications |
| Read Accounts | View user account information, e.g. name, business name, and contact info |
| Problem Reports Management | Manage Client Problem Reports |
| Ring Out | Perform two-legged ring out phone calls |
| SMS | Send and receive SMS/MMS messages |
| Internal Messages | Send, and edit intra-company text messages |
| Read Call Log | View user call log records |
| Webhook Subscriptions | Manage and subscribe to webhook notifications |
| Edit Messages | View and update message store data, including SMS, fax, voicemail, etc. |
| Edit Presence | View and modify user presence status |
| Send Usage Info | Send usage information to enable reporting |