How to Use the Zoom integration for Microsoft Dynamics 365

Microsoft Dynamics 365 is integrated with Zoom Phone, which allows you to use Zoom Phone with Dynamics 365. A few of the features of this product are as follows:

• Calling existing contacts in order to initiate a conversation

• Setting up new contacts and receiving calls

• Call logs can be viewed by clicking here

• Addition of attributes to call records: note, assign to, relate to, and disposition

Prerequisites for Microsoft Dynamics 365

• Ownership or administrative privileges of an account

• A Pro account, a Business account, an Educational account, or an Enterprise account

• Plan that is valid for Zoom Phone

• A Zoom desktop client version of 5.2.0 or higher is required

• In the Zoom Phone system, the Zoom admin has configured a number of phone numbers

• The Channel Integration Framework (CIF) from Microsoft Dynamic has been installed on the system

How to install the required apps

We have developed two apps for Zoom’s desktop client as well as two apps for Home Dynamics’ desktop client in order to enhance the users’ experience. The following steps will guide you through the process of enabling the integration:

• There is a Zoom App Marketplace app available for Microsoft Dynamics 365

• This app from Dynamics 365 appSource allows you to zoom into Dynamics 365

Install Microsoft Dynamics 365

There are a number of ways to install the Microsoft Dynamics 365 app from the Zoom App Marketplace, including:

1. Ensure that you are logged in as a Zoom account administrator in order to access the Zoom App Marketplace.

   • You will be able to find Microsoft Dynamics in the search box at the top of your screen by entering it in the search box.

   • Click the Microsoft Dynamics 365 app in your search results once you’ve found it in the search results.

   • Please click on Add to add the item to your cart.

   • When you have reviewed the app’s permission requirements, click the “Authorize” button.
     You will be redirected to the website for Home Dynamics at the end of the installation process.

Install Zoom for Dynamics 365

From the Dynamics 365 appSource, you can download the Zoom for Dynamics 365 app by following these steps:

1. Log in to https://dynamics.microsoft.com as an administrator and you will be able to see the changes.

   • Alternatively, you can click on Get more apps to see more apps.

   • Zoom can be found by searching on Google.

   • Then click on the Get it now button to download Zoom for Dynamics 365.

   • Your information needs to be filled out in its entirety.

   • Click on the Continue button once you have agreed to the terms.

   • Click on the Install button and choose the environment you would like to install in.

How to configure the integration

In order to configure the integration between Zoom and Home Dynamics, you must go through the web portal of Zoom.

Zoom web portal

In order to be able to make calls directly from Zoom, the following settings need to be configured:

1. Ensure you are logged in as an administrator with the privilege of editing account settings in the Zoom web portal.

2. The Account Settings can be found in the Account Management section of the navigation menu.

3. There is a tab called Zoom Phone that you need to click on.

4. To enable or disable Automatically Call From 3rd Party Apps, you will need to click on the toggle switch.

Home Dynamics portal

For an example of Microsoft Dynamic CIF integration, please refer to the following:

1. It is necessary that you log in as an administrator to https://dynamics.microsoft.com/.

2. You will be redirected to the Channel Integration Framework app once you have opened it.

3. Click on the New Channel Provider button once you have accessed Channel Provider.

4. Enter the following information in the Channel Provider Configuration section:

   • Name: Zoom Video Inc

   • Label: Zoom Video International Inc.

   • Enable Outbound Communication: Yes

   • Channel Order: 1

   • Trusted Domain: https://applications.zoom.us

   • Channel URL: https://applications.zoom.us/mscrm/login?base=https://yourdomain.crm.dynamics.com
     

     Note: If your CRM domain is different from your channel URL, then you should modify the URL accordingly.

5. Enter the apps you wish to use to access Zoom Phone on the channel under Select Unified Interface Apps for the Channel. Customer service hub is a good example of this.

6. Select Roles for the Channel within the Zoom app by entering the roles your organization wishes to use the Zoom app for.

7. To save and close the file, click the Save and Close button.

Finish authorization

After you complete the authorization process within Microsoft Dynamics 365 Zoom, sign in to Zoom Phone and complete the following steps:

1. Access MS Dynamics 365 by signing in to your account.

   • If you have configured your Zoom Phone to use an app, open the app that you have configured for it.
     It can be seen, for instance, in Customer Service Hub, that Zoom Phone displays as an in-app widget on the right hand side of the app.

   • To sign in, click the Sign In button.

   • In the Authorize box, click the checkbox.
     

     Note: Before the Zoom app is allowed to be downloaded from the Zoom App Marketplace, your Zoom admin may need to pre-approve it.
     The Zoom Phone dial pad is displayed on the widget once it has been authorized.

How to use Zoom Phone

Initiate and receive calls

In case of an outbound call or a incoming call, it automatically does the following:

• Zoom Phone opens in a new window

• This change makes it possible to capture the information about the call in the widget interface

Maintain call information

The following options should be considered when filling out the call information:

Call logs

The Zoom app displays a call log as soon as a call ends. It is possible for you to:

• Recordings can be listened to

• Take a look at your voicemail

• Take a look at what’s happening

• You can add activities to your account

• Here is the number that you need to copy

Sign out from the Zoom app

In order for the user session information to be cleared from Zoom, you will need to sign out from the app. Select the profile icon on the Zoom Phone widget, and then click the Sign Out button to sign out of the system.

See How to uninstall an app from the App Marketplace to learn how to remove your data from the database.

How to uninstall from the Zoom App Marketplace

1. Ensure that you are logged in as the account administrator to the Zoom App Marketplace.

2. There is a Manage button at the top of the page, which can be found by clicking on it.

3. You can access the Added Apps menu by clicking on the navigation menu.

4. You will see the option to remove Microsoft Dynamics 365 next to it.

5. Click the Remove button after you have confirmed the dialogue box.

Troubleshooting for Microsoft Dynamics 365

Issues with accessing the Zoom integration

Note: Before making any changes to the settings, users are advised to restart their browsers as soon as possible after making the changes.

In the event that you are experiencing problems connecting Zoom with Microsoft Dynamics 365, please check the following:

• All cookies are allowed by default in the settings of your internet browser.

1. The Settings menu can be found in the Chrome browser.

2. Select Privacy and Security from the navigation panel at the top of the page.

3. To view cookies and other site data, click the Cookies and other site data button.

4. Make sure that the Allow all cookies option is enabled under General Settings.

• Using the Channel Integration Framework, it is possible to select the correct app and roles for integration.

1. If you are an administrator, please login to https://home.dynamics.com.

2. You will be redirected to the Channel Integration Framework app once you have opened it.

3. To configure Zoom Video Inc. as a channel provider, go to Channel Provider Configuration.

4. Check to make sure that the app and roles have been configured correctly.

Issues with being unable to save phone activities

1. For the Zoom package to be able to work within the Microsoft Dynamics 365 application source, it has to be installed within the Microsoft Dynamics 365 application source.

2. You can access the Sales Hub app by clicking on the button below.

3. You can find the solutions under Advanced Settings.

4. The Zoom Video for Dynamics 365 application must be installed in order to function.
   Note: It is important to restart users’ browsers if they need to reinstall the package in order to make sure that the update will take effect.

Issues with being unable to search for users’ phone numbers

1. Assure you have loaded the msdyn_ciLibrary js file.

2. The Sales Hub app page can be accessed in a Chrome browser by clicking on the Sales Hub icon.

3. You can open Chrome Web Inspector by right-clicking on the page and selecting Inspect .

4. You can bring the page back to life by selecting Network and refreshing it.

5. Verify that msdyn_ciLibrary is loaded in the system by searching for it.

6. The library may not appear if you reinstall the Zoom for Dynamics 365 app in case the app was not installed correctly.
   Note: It is critical that users restart their browsers after reinstalling the app to ensure that the new version of the app takes effect.

Data security

• It is necessary to have access to your Zoom account in order to use Dynamics 365 CRM.

• It is possible to view the following information in Dynamics 365 CRM:

  • Identifying information about the user: user ID, first name, last name, email address, type of user

  • Information about the phone number, call logs, voicemails, and recordings on the phone

• As part of the app, the Dynamics 365 CRM contactIds, leadIds, accountIds, telephone activityIds are cached.

• The Zoom app and Zoom’s communication between each other is encrypted.

  • Protocol: TLS 1.2

  • Suite of ciphers: ECDHE-ECDSA-AES128-GCM-SHA256

  • Key length: 128 bits

  • Perfect Forward secrecy: YES

FAQs?

All images and contents credit goes to support.zoom.us