RingCentral for Microsoft Dynamics CRM

RingCentral for Microsoft Dynamics CRM

Installation & User Guide

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

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

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

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 PhoneTM 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.

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

Installation

Download the RingCentral for Microsoft Dynamics 365 CRM application here:



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.

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