Using Zoom Phone for Microsoft Dynamics 365 integration (New Experience)

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

• Initiating calls to existing contact/account/lead/opportunity/lead
• Receiving calls and creating contacts
• Viewing call logs, voicemails, SMS
• Adding attributes for calls: note, assign to, relates to, disposition
• Log calls and SMS manually or automatically
• Log calls from the History tab within the softphone widget
• Log unassigned calls from the History tab within the softphone widget

Learn more about configuring the updated Microsoft Dynamics 365 app and troubleshooting for Microsoft Dynamics 365.

Requirements for using Zoom Phone for Microsoft Dynamics 365 (New Experience)

• Pro, Business, Education, or Enterprise account
• Valid Zoom Phone plan
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Your Zoom admin has configured phone numbers in the Zoom Phone system
• Microsoft Dynamics Channel Integration Framework (CIF v1) installed

How to use Zoom Phone in Microsoft Dynamics (New Experience)

1. Sign in to the Zoom desktop app.
2. Sign in to Microsoft Dynamics 365.
3. Open the app you configured to use the Zoom Phone.
   Note: For example, in the Customer Service Hub, the app displays Zoom Phone as a widget on the side.
4. Click Sign In.
5. Click Authorize.

Call from a contact, account, or lead record

1. Sign in to Microsoft Dynamics 365.
2. Select a contact, account, lead, or opportunity.
3. Click the phone icon beside the phone number field.
   On the right side, the Zoom Phone widget will expand, and the call will be dialed out. You will be prompted to allow Microsoft Dynamics to manage call control actions on your behalf.
4. Select Always, then click OK.
   Learn more about the prompt.

Call from the Zoom Phone widget

1. In the Zoom Phone widget, enter the name of your contact or a phone number to search for the contact.
2. Select a matched contact.
3. Click the phone icon to dial out.
4. While on the call, from the call control menu, do the following:
   • Click the Mute icon to mute the call.
   • Click the Hold icon to put the call on hold.
   • Click the Record icon to record the call.
   • Click the Minimize icon to minimize the call.
   • Click the End icon to end the call.

Take notes during an active call

1. Click the Notes button to take notes for the call.
2. Click Submit to save the call into Microsoft Dynamics.

View call history in Zoom Phone widget

1. Open the Zoom Phone widget.
2. Click the History tab.
   Your call history will be displayed, showing the name or the number of the users you called, with the date and time. The most recent call history will be displayed at the top.
3. Click the refresh icon to view the latest calls.
4. To the right of All History, click the dropdown arrow , then select All, Missed, Recording, or Unassigned.
   The calls will be filtered and will display your selection.
   Note: Unassigned means that calls have not been saved in Microsoft Dynamics 365.
5. Hover your cursor over a call history entry for the following options:
   • Click the phone icon to call the selected number.
   • If the call was recorded, click the play icon to play the associated recording.
   • Click the More icon , then select Save Notes / View Notes to add or view call activity in Microsoft Dynamics 365.
   • Click the More icon , then select Copy Number to copy the phone number.
   • Click the More icon , then select Delete to delete the call entry.

View voicemail messages in the Zoom Phone widget

1. Open the Zoom Phone widget.
2. Click the Voicemail tab.
   Your voicemail messages will be displayed in reverse chronological order, with the most recent messages at the top, showing the name, number, or extension of the user that left the message with the date and time.
3. Click the refresh icon to view the latest calls.
4. Hover your cursor over a voicemail entry for these options:
   • Click the phone icon to call the selected number.
   • Click the play icon to play the associated voicemail.
   • Click the More icon , then select Copy Number to copy the phone number.
   • Click the More icon , then select Delete to delete the voicemail.

View call activity in Microsoft Dynamics

1. Sign in to your Microsoft Dynamics account.
2. Click Contacts and select a contact.
3. Select the Activities tab.
4. In the Activity Type filter, select Phone Call.
   You will be able to view all the outbound and inbound call logs.

Use SMS Microsoft in the Zoom Phone widget

The SMS feature in the Zoom Phone app in Microsoft Dynamics allows you to send and receive text messages (SMS) if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.

Send a text message to a phone number or contact

Notes:

• Sending an SMS when you have multiple direct phone numbers will require you to choose one of those numbers to send your SMS from.
• You can send a message to up to 10 recipients at the same time.
• You can send a message to an existing SMS thread.

1. Access the Zoom Phone widget in your Microsoft Dynamics app.
2. From the phone dial pad, select the SMS tab.
3. Click the pencil icon to start writing your new text message.
4. In the To box, enter the phone number or name of the contact to send the text message.
5. In the Text here... box, enter your message.
6. Press Enter to send a message.
   Your message will be sent.
   Note: If sending the message fails, click Retry to send the message again, or click Delete to delete it.
7. (Optional) Click the file icon to send images.
   Note: Only JPG, PNG, JPEG, and GIF files are supported at this time, with a maximum file size of 2MB, and you can only send one image at a time.

Read a text message

1. Access the Zoom Phone widget in your Microsoft Dynamics app.
2. From the phone dial pad, select the SMS tab.
3. Click the text message you desire to read.

Sync SMS to Microsoft Dynamics

The SMS logging feature is only available in Zoom for Dynamics 365 version 1.1. If you cannot see the Sync button on the SMS session detail page, you can upgrade the Zoom for Dynamics 365 app at AppSource and then reinstall the Zoom for Dynamics 365 app.

1. Access the Zoom Phone widget in your Microsoft Dynamics app.
2. From the phone dial pad, select the SMS tab.
3. Select one SMS session.
4. In the top-right corner, click Sync.
   It will save messages from the last two months in your Microsoft Dynamics app.
   Note: The last 2 months are defined as any SMS sent or received from the start.

View SMS activities in Microsoft Dynamics

SMS logs are saved as SMS Activity in Microsoft Dynamics and will be related to the matched contact.

1. Sign in to Microsoft Dynamics 365.
2. To the left of the page, click Activities.
3. Under My Activities, click the Activity Type dropdown, then select SMS.
   All your SMS log activities will be displayed.
4. (Optional) To the left of the page, click Contacts and select a contact.
5. Under Timeline, view the SMS log activities associated with the contact.

Sign out of the Zoom app

You can sign out of the Zoom app to clear the user-session information.

1. In the Zoom Phone widget, select the profile icon.
2. Click Sign Out.

To remove your data from the database, see how to uninstall from the App Marketplace.

How to uninstall Microsoft Dynamics 365 from the Zoom App Marketplace

1. Sign in to the Zoom App Marketplace as the account administrator.
2. In the top-right corner of the page, click Manage.
3. In the navigation menu, click Added Apps.
4. Next to Microsoft Dynamics 365, click Remove.
   A confirmation window will appear.
5. In the window, click Remove to confirm.

Data security

• The Dynamics 365 CRM requires Zoom account access.
  • The Dynamics 365 CRM can view:
    • User information: user id, first name, last name, email, user type
    • Phone information: phone number, call log, voicemail, recording
• The app caches Dynamics 365 CRM contactId, leadId, accountId, and phone activityId.
• Communication between Zoom and the Zoom app is encrypted:
  • Protocol: TLS 1.2
  • Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
  • Key length: 128 bits
  • Perfect Forward secrecy: YES

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. Learn more about configuring the updated Microsoft Dynamics 365 app for Zoom Phone.

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