Microsoft Dynamics CRM Integration

Microsoft’s Dynamics CRM is one of the more popular Customer Relationship Management platforms on the market. The Microsoft Dynamic Integration is a Chrome browser extension that gives users direct dialing functionality, without needing to switch to a dedicated calling application. Additional features of the extension include faster access to clients' records with automatic caller ID cross-referencing,  automatic call details logging, and a floating notes window.

If you try to run the extension from another browser you will be taken to the Chrome Web Store and be prompted to download Chrome (you can also install it from here.)

   The extension only works with the desktop version of Chrome. Mobile versions are presently not supported! You can, however, install it to your desktop computer from a mobile device (see below. There are a few Chromium-based mobile browsers on the market that allow installing extensions, but these are not officially tested or supported by us. 

Installation and Removal

Installing the CRM Integration

  • The CRM Integration extension installation can be accessed from Telebroad's home page by selecting Apps Marketplace on the top menu.

    If you are using a mobile device (or if the size of your browser's window is scaled down enough) access Apps Marketplace from the side menu instead.

  • Scroll down and select CRM Integration in the "Apps and integrations for your daily needs" section.

    Select Get It Now in the window that opens to be taken to the Chrome Web Store, where you can download the extension from.

  • You can also access the extension on the Chrome Web Store directly from this URL.

  • Select Add to Chrome on the top right corner.

    You will be prompted to approve to Add Extension (or Cancel) with details of the permissions the extension will be granted. The extension will be downloaded and automatically installed in your Chrome browser. Its icon will appear in the chrome window top right corner, just next to the Chrome menu and to the right of the address bar.

  • You cannot run the Microsoft Dynamics Integration on a mobile version of Chrome (There are a few Chromium-based mobile browsers on the market that allow installing extensions, but these are not officially tested or supported by us.)

    You can, however, install it to your desktop from a mobile device for later use.

    To do so you need to be signed into Chrome (with your Google account credentials) and select Add to Desktop. You also need to make sure that the Chrome sync setting is turned on. The extension will then be automatically installed in any desktop Chrome browser where you are signed in.

    Alternatively, you can just select the share button () and send yourself an email reminder to install the extension.

    If you are not signed in to Chrome you will see links to instructions on how to sign in and enable sync on your browser.

Uninstalling the CRM Integration

There are two ways you can uninstall the extension:

  •  Right-click the icon and select Remove from Chrome...

  • Or, if you have hidden the Integration's icon, click on Chrome's menu and select Extensions>More tools. Find the Telebroad CRM integration extension and click Remove or just turn it off by clicking the toggle.

Extension Options

There are several more operations you can perform from the extension menu when you right-click its icon.

Clicking Telebroad Click2Call will just take you back to the Google Play store where you can also click Remove from Chrome to uninstall the extension. 

Clicking This can read and change site data option lets you determine the permissions for the extension. Select to make it active On all sites, only on the site the browser is currently focusing on (On in the example... so if you have other tabs or pages, the extension will not function on them), or for selective activation you can make it active only When you click the extension.

Click Hide in the Chrome menu if you need to free up space in the chrome bar. To unhide it click-drag leftward from the edge of the address bar, just next to the star (bookmark) icon.

Options will take you to the setup screen (see below).  Clicking Options will take you to the welcome screen, where you can log out (see next).

Manage extensions has several additional options that duplicate the choices discussed here already. Two that are more useful are the On toggle and the Allow in incognito. Use the former when you want to temporarily disable the extension for any reason instead of uninstalling it. Use the latter if you work in Chrome's incognito mode to protect your privacy.

Logging In

You need to login into your TeleConsole account to allow the extension to use it for dialing. The login screen will open automatically on your chrome browser after you have installed the extension. If it has not, just click the icon of the extension.  Enter your TeleConsole credentials and click Log in. You can check Remember Me to avoid having to retype your password in the future. 

Click Forgot Password? if you need to reset your password. You will be asked to provide your email address. A reset code will be sent to your email. Enter it in the OTP field and then enter a new password.

A welcome web page will be shown once your log in. It is optional if you want to keep this screen opened or not. The integration will keep functioning even without it.

If you do want to Log Out (perhaps to use a different TeleConsole account) just click    on the top right corner.

Disabling Adblock Plus

Adblock Plus is a popular free extension for Chrome that improves your web surfing experience.

However, the extension creates a conflict with the CRM Integration and disrupts some of its functionality.

To fix that, simply disable Ad Blocker for (no need to disable it on any other web pages.) Click the AdBlock Plus icon and drag the Block ads on: toggle to the off position. Click Refresh

If the CRM Integration still doesn't work try disabling other Chrome extensions to find the culprit. Access extensions from the Chrome menu under More tools.

Making Calls

The CRM Integration converts all the phone numbers in the CRM to clickable buttons.  You know this is working because when you hover over a number a small bubble with the number will appear. Also, you will see a small phone icon next to the number (but this depends if there is space to display it).

Dialing is as simple as clicking the number. The integration floating calls window will open. Click Dial to make the call.  

If you want to close the calls window click   . To open it again (without clicking on a number) click   on the bottom right corner

Note that if you have Skype installed on your computer, the phone numbers in the CRM may have already been converted to Skype links that override integration. Clicking them will take you out to the external Skype program, making your workflow much less efficient. To use the CRM Integration, just click the phone number icon next to the Skype converted link. You may need to actually open the record or account of a contact to do so.

Received Calls and Automatic Cross-Referencing

When a client or a contact calls you on your Telebroad number, you will be able to receive the call directly in the CRM. 

Furthermore, the CRM Integration automatically cross-reference the caller ID of the inbound call with existing CRM records. If any matching records are found they are displayed in the calls window. Click any record and the contact or client file will open, saving you the hassle of having to search for it.

All records for the caller ID will be displayed, so you can choose to open either the Contact, the Account, or any other record where it is found.  Once you make a selection, you can enter call notes (see below).

The system will display a message "Oops.. This contact is not found" if you receive a call from an unrecognized caller ID. You can still accept the call, regardless.

Taking Call Notes

To take call notes first make a selection from all the automatically cross-referenced records as explained above. The notes will only be logged to the record you selected, until you change your selection. So if you choose a client's account, notes will be logged into this and not into any other record where his number appears. 

Once you make a selection you can enter notes at the bottom of the call window. The notes will be recorded under the activities tab of the contact or account. 

Since the call window is floating your notes will be logged even if you switch to any other part of the CRM. This freedom to move about Dynamics makes for a much more efficient workflow. 

If you want to switch between the account and the contact of the record click   next to the name of the caller in the call window. That will bring back the record selection window as shown above.

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