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Set up Microsoft Dynamics 365 to make calls with Skype or Skype for Business

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Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

If your organization is set up to use Skype or Skype for Business (formerly Lync), you can call your contacts from within Microsoft Dynamics 365 by clicking the person’s phone number. This capability is called “click to call.”

Note

Lync has been rebranded as Skype for Business. Currently, you’ll still see references to “Lync” in Microsoft Dynamics 365, but Dynamics 365 will work with Skype for Business.

There are a few areas where system administrators configure settings for this feature.

Users install Skype themselves. You set up Skype for Business and make it available to users.

For more information, see Skype for Business and Skype integration with Microsoft Dynamics 365 and Set up Dynamics 365 (online) to use Skype or Skype for Business

Supported versions of Skype and Skype for Business

These versions of and Skype, Lync, and Skype for Business are supported:

  • Microsoft Lync 2010 or Microsoft Lync 2013

  • Skype 6.0

  • Skype for Business

Set whether your organization uses Skype or Skype for Business

You can configure which telephony provider your organization uses for click to call.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. 

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Administration.

  3. Click System Settings.

  4. On the General tab, under Set the telephony provider, for Select provider for Click to call, select Skype or Skype for Business/Lync.

  5. Click OK.

Set your organization’s prefix for phone numbers

For people to place Skype or Skype for Business calls from within Microsoft Dynamics 365, the phone numbers must be entered and stored in a valid number format: <country/region code><area code><number>. However, when entering data in Microsoft Dynamics 365, users may not include the required country or region prefix in a phone number.

To solve this, you can enable country/region code prefixing, and the system will prefix the code to the number that you are trying to call. This prefixing can be done for the entire organization, or users can set the country or region code in their personal options. If a user has specified a different code than what is set for the organization, the user’s setting overrides the organization’s setting.

  1. Make sure you have the System Administrator security role or equivalent permissions in Microsoft Dynamics 365. 

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Administration.

  3. Click System Settings.

  4. On the General tab, in the Set the default country/region code section, select the Enable country/region code prefixing check box, and then in the Country/Region Code Prefix, specify the country/region code, such as +01181 (81 is the country code for Japan).

  5. Click OK.

See Also

Skype for Business and Skype integration with Microsoft Dynamics 365
Set up Dynamics 365 (online) to use Skype or Skype for Business