Skype for Business

Skype for Business

Integrating Skype with Zoho CRM

Skype for Business is a telecommunication application that features voice calls and video chat between different personal devices via the Internet. Zoho CRM allows you to integrate Skype for Business with your CRM account, thereby facilitating you to:
  1. Make audio calls to your customers right from your CRM account.
  2. Take notes during outgoing calls, that are added as Skype outbound call notes in the related list - Closed activities, of the Contacts module. 

Installing the Extension

The Zoho CRM users who have an active CRM account can install the extension. 
Note:
  1. This extension is supported only in Microsoft Edge.
  2. You must have tenant on Office 365 with a user who is assigned a Skype for Business license and they will also need to set up a tenant in Azure Active Directory if they don't have one already.

To install the extension
  1. Go to Setup > Marketplace > All.
  2. Click All Extensions and select Skype for Zoho CRM.
  3. Click Install.

  4. Click Continue.
  5. In Confirm Installation page, click Install.
  6. Click Continue to Install.
  7. Agree to the terms of service and click Continue to Install.
  8. In Privacy Declaration, click Agree and Continue.

  9. The extension will be installed and the Extension Details page will be displayed.

Configuring the Skype Account 

Once the extension is installed, you must configure the Skype account using the Microsoft credentials to successfully integrate the extension.

To configure the Skype account
  1. Click the phone icon at the bottom-right corner of the Zoho CRM page to load the Skype widget.
  2. Click Authenticate to authorize your Skype account.

  3. Login to your Microsoft account.
  4. You will be directed to the Skype widget, with the configured account name.

Note: Ensure that you are using an active Microsoft account while configuring the extension. 

Calling a Team Member

You can make calls to your team members or members within your organization.

To initiate a call with your team member
  1. Enter the member's name or email address in the search bar.
  2. Matching accounts will be listed.
  3. Choose the desired account and click the phone icon to initiate the call.
  4. In Add Call Notes section, include call notes.
  5. Click Add Notes to save.
      

Calling an External Member

You can make calls to your customers or people outside your organization. The connection can be established by entering the user's email address. You can use only the email addresses that are registered with a Microsoft account.

To call an external member
  1. Enter the email address of the member in the search bar.
  2. Matching account will be listed.
  3. Click the phone icon to call the person.
  4. In Add Call Notes section, include call notes
  5. Click Add Notes to save.
Note: If the person's details are not present in Zoho CRM, you will be prompted to fill their First Name and Last Name. Fill in the details and click Save to Contact.

Uninstalling the Extension

You can uninstall the extension whenever required. On uninstalling, only the widget will be removed from Zoho CRM, but the call notes remain within the CRM. The extension can be reinstalled anytime.

To uninstall the extension
  1. Go to Setup > Marketplace > All.
  2. Click Uninstall.
  3. Click OK.


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