Configuring Zoom Phone for Microsoft Dynamics 365 (New Experience)

The updated Zoom integration for Microsoft Dynamics 365 enables you to use Zoom Phone in Dynamics 365. The features include the following:

Learn more about using Zoom Phone in the updated Microsoft Dynamics 365 integration and troubleshooting for Microsoft Dynamics 365.

Requirements for Microsoft Dynamics 365

Table of Contents

How to install the required apps

The integration consists of an app for the Zoom desktop client and an app for Home Dynamics. To enable the integration, you need to install both apps:

Install Microsoft Dynamics 365

For new and existing customers, to install the Microsoft Dynamics 365 app by install URL:

  1. Install the URL: http://applications.zoom.us/integration/phone/dynamicsphone/auth.
  2. Confirm the permissions the app requires, then click Authorize.
  3. Configure your Microsoft Dynamics 365 instance domain (e.g., https://yourdomain.crm.dynamics.com).
  4. Enable the feature toggles (according to your needs).
  5. Click Submit.
  6. Confirm the permissions the app requires, then click Authorize.
    The installation will redirect you to the success confirmation page.

Install Zoom for Dynamics 365

To install the Zoom for Dynamics 365 app from the Dynamics 365 appSource:

  1. Sign in to the Home Dynamics portal as an administrator.
  2. At the top of the page, click Apps and add-ons, then click View more apps.
  3. At the top of the page, search for Zoom.
  4. Under Zoom for Dynamics 365, click Get it now.
    Note: To get Dynamics 365, follow this Microsoft article.
  5. Enter your information.
  6. Agree to the terms and click Continue.
  7. Select an environment and click Install.

How to configure the integration

You must configure the integration in the Zoom web portal and the Home Dynamics portal.

Zoom web portal

To enable users to place calls directly, configure Zoom account settings:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Zoom Phone tab.
  4. Click the Automatically Call From 3rd Party Apps toggle to enable it.
Home Dynamics portal

To display the integration in the Microsoft Dynamics CIF framework:

  1. Sign in to the Home Dynamics portal as an administrator.
  2. Open the Channel Integration Framework app.
  3. Access Channel Provider and click New.
  4. For Channel Provider Configuration, enter the following information:
  5. For Select Unified Interface Apps for the Channel, enter the apps you want to access the Zoom Phone app (for example, Customer Service Hub).
  6. For Select Roles for the Channel, enter the roles your organization wants to use the Zoom app, and make sure the selected roles have the CIF permission by doing the following:
    1. In Microsoft Dynamics 365, click Advanced Settings, click Security, and then click Security Roles.
    2. Click your role, then select the Custom Entities tab.
    3. Select Read Permission for Channel Integration Framework v1.0 Provider.
  7. Click Save and Close.
Zoom App Marketplace Admin settings

Note: You must have admin privileges.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced then App Marketplace.
  3. In the top-right corner, click Manage.
  4. In the left navigation menu, under Personal app management, click Added Apps.
  5. Click the Apps in Production tab.
  6. Click the Microsoft Dynamics 365 app.
  7. Under the Manage section, click Configure App.
    Note: You can also search for Microsoft Dynamics 365 in the Zoom App Marketplace, then scroll to the bottom of the page and find the Configure App button.

Use Zoom App Marketplace admin settings

Auto Log Calls

Click the Auto log Calls toggle to enable or disable it. When enabled, all the incoming and outgoing calls will automatically start logging into your account.

Auto Log SMS

Click the Auto log SMS toggle to enable or disable it. When enabled, all incoming and outgoing SMS will automatically start logging into your account.

Disable Contact

Click the Disable contact toggle to enable or disable it. When disabled, the contact pop-up will not appear when a call is ringing.

Auto Create Contact

Click the Auto create contact toggle icon to enable or disable it. When enabled, a contact will be automatically created if no match is found for a call.

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For existing customers

If you were using the previous version of the integration, which offered features mentioned in the support article, you can transition to a more enhanced experience on the new integration. Follow the steps below to make the switch.

Learn more about the changes in the detailed comparison of the old and new features.