Using the Zoom integration for Microsoft Dynamics 365

Using the Zoom integration for Microsoft Dynamics 365

Zoom Phone for Microsoft Dynamics 365 is an integration that enables you to use Zoom Phone from within Dynamics 365. A few of its features are as follows:

  • Calling existing contacts and initiating a conversation
  • On new contact creation as well as receiving calls
  •  as well as viewing call logs
  • You can add attributes to calls such as: note, assign to, relate to, disposition, etc.

Prerequisites for Microsoft Dynamics 365

  • Ownership or administrative privileges of the account
  • on any of the following levels: Pro, Business, Education, and Enterprise
  • Users with a valid Zoom Phone subscription
  • with at least version 5.2.0 of the Zoom desktop client
  • in Admin mode, the Zoom Phone system has been configured with a phone number
  • configured through Microsoft Dynamics’ Channel Integration Framework (CIF)

How to install the required apps

A mobile app for Zoom’s desktop client and a desktop app for Home Dynamics are the core elements of the integration. The integration can be enabled by installing both apps:

  • From the Zoom App Marketplace, you can download the Microsoft Dynamics 365 app
  • for Zoom from the Dynamics 365 appSource by clicking here

Install Microsoft Dynamics 365

Using the Zoom App Marketplace, you can install the Microsoft Dynamics 365 application:

  1. You will need to sign in as the administrator of your Zoom account in order to access the Zoom App Marketplace.
  2. The Microsoft Dynamics app can be found in the search box that appears at the top right of your screen.
  3. You will be able to find the Microsoft Dynamics 365 app in your search results by clicking on it.
  4. Simply click the Add button.
  5. Then, click Authorize to confirm that the app has the permissions it requires.
    When you have completed the installation, Home Dynamics will redirect you to its website.

Install Zoom for Dynamics 365

Zoom for Dynamics 365 can be installed from the Dynamics 365 appSource in the following way:

  1. You will need to log in as an administrator to https://dynamics.microsoft.com.
  2. Once you are logged in, click Get more apps.
  3. You should find Zoom under the Apps section.
  4. Just click Get it now and you will be taken to the Zoom for Dynamics 365 page.
  5. Complete the form and you will be taken to the next page.
  6. Click on the Continue button when you are ready.
  7. Now you will be asked to choose an installation environment.

How to configure the integration

In order for the integration to work, you will need to configure both the Zoom and Home Dynamics web portals to navigate to each other.

Zoom web portal

Configure Zoom account settings as follows to make it possible for users to make calls directly:

  1. You will need to become an account administrator, meaning you have permission to edit your account settings on the Zoom website.
  2. Click Account Management and then click Account Settings in the navigation menu.
  3. From the drop down menu, select Zoom Phone.
  4. If you want to enable or disable the automatic call from third party apps, click the toggle.

Home Dynamics portal

An example of how Microsoft Dynamic CIF framework can be used to display the integration is shown below:

  1. As an administrator, you need to log into https://dynamics.microsoft.com/ and manage the site.
  2. You will have to open up Channel Integration Framework application.
  3. You will then have to click on the New button under Channel Provider.
  4. You will then have to enter the following information in the Channel Provider Configuration:
    • Name: Zoom Video Inc
    • Label: Zoom Video 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: You need to make sure that the channel URL matches the CRM domain.
  5. Choose the apps you want to access on the Zoom Phone application under Select Unified Interface Apps for the Channel. You can choose Customer Service Hub as an example.
  6. In the section Select Roles for the Channel, you will enter the roles that your organization will be using to use the Zoom application.
  7. When you are done, click Save and Close.

Finish authorization

If you want to finish the authorization process, sign into Microsoft Dynamics 365 Zoom using the following credentials:

  1. Access MS Dynamics 365 by signing in to your account.
  2. Open the Zoom Phone app you have configured to be used with MS Dynamics 365.
    In Customer Service Hub, the Zoom Phone display is displayed on the side of the app as a widget.
  3. You can sign in by clicking the Sign In button.
  4. Once you have signed in, click the Authorize button.
    Note: In order to upload this app to the Zoom App Marketplace, the Zoom admin will need to pre-approve it.
  5. The widget will then display the Zoom Dial Pad once it has been approved.

How to use Zoom Phone

Initiate and receive calls

The device automatically performs the following actions when you make a call outbound or when you receive a call.

  • It opens the Zoom Phone application on your computer
  • in order to capture the call details by changing the UI of the widget

Maintain call information

Consider these options when entering the information for the call:

Field Description and Options
Assign To * Contact: create new contact
* Existing Contact: displays the Call From field when an existing contact is selected. This is done by selecting an existing contact from the Contacts list.
Relates To Select from:
* Account
* Contact
* Lead
* Opportunity
* Incident
Disposition Select from:
* Left a voicemail
* No answer
* Contacted
* Bad number

Call logs

In the Zoom app, the call log is displayed after a call ends. Here are the options:

  • Recordings are available for listening
  • to on the voicemail service
  • View activity
  • Add activity
  • Copy the number

Sign out from the Zoom app

In order to clear the user-session information in the Zoom app, you can sign out of it. Choose the profile icon from the Zoom Phone widget, and then click the Sign Out button.

See How to uninstall from the App Marketplace for information about removing your data from the database.

How to uninstall from the Zoom App Marketplace

  1. Ensure that you are logged in as the account administrator of the Zoom App Marketplace.
  2. Click the Manage button at the top right corner of the page.
  3. Navigate to the Added Apps section of the menu.
  4. Click Remove to remove Microsoft Dynamics 365 from your list of apps.
  5. You will be prompted to confirm the action.

Troubleshooting for Microsoft Dynamics 365

Issues with accessing the Zoom integration

Note:

In order for changes to be effective, it is important that users restart their browsers after making any changes to these settings.

There may be an issue with your ability to access Zoom on Microsoft Dynamics 365. If this is the case, please consider the following:

  • It is configured that all cookies are allowed in your internet browser settings.
  1. Open the Settings menu on the Chrome browser.
  2. Select Privacy and Security from the navigation panel on the left hand side.
  3. Select Cookies and other site data from the drop down menu.
  4. Make sure that the Allow all cookies option is selected under General Settings.
  • When the Channel Integration Framework is selected, the correct apps and roles will be selected.
  1. If you are a system administrator, please login to https://home.dynamics.com.
  2. You will see the Channel Integration Framework located at the bottom of the screen.
  3. Open the Zoom Video Inc. configuration by clicking on the “channel provider” link.
  4. You should make sure that the appropriate app and roles are set up.

Issues with being unable to save phone activities

  1. Make sure that the Zoom package has been installed in the Dynamics 365 AppSource by checking the checkbox next to the package.
  2. Once you have done this, open up the Sales Hub.
  3. From the Advanced Settings, click on the Solutions tab.
  4. You should be able to find Zoom Video for Dynamics 365 on the Solutions tab.
    Note: When reinstalling the package, make sure the user restarts their browser in order for it to take effect.

Issues with being unable to search for users’ phone numbers

  1. The msdyn_ciLibrary js must be loaded in order for the code to work.
  2. In order to do this, open the Sales Hub app in your Chrome browser.
  3. You can display the Chrome Web Inspector by right-clicking on the page and selecting Inspect to display it.
  4. Click Network on the left side of the page and then refresh the page.
  5. Check that msdyn_ciLibrary is loaded by searching for it in the directory.
  6. Reinstalling the Zoom for Dynamics 365 app may solve the problem if you do not see the library.
    Note: When the app needs to be reinstalled, it needs to be restarted by the users in order for the update to take effect.

Data security

  • It is necessary to have access to the Zoom account in order to use Dynamics 365 CRM.
  • Dynamics 365 CRM can view the following information:
    • User information: a unique identifier, a first name and a last name, an email address, and a type of user
    • Account information; Phone information: phone number, call logs, voicemails, and recordings
  • The app contains a number of Dynamics 365 CRM data, including contactIds, leadIds, accountIds, and phone activityIds.
  • The Zoom app communicates with Zoom in an encrypted format:
    • It uses the TLS 1.2 protocol to do so.
    • The following cryptography suite is required: ECDHE-ECDSA-AES128-GCM-SHA256
    • A key length of 128 bits is required
    • required
    • required. Is there perfect forward secrecy?