Set up Microsoft Teams inside CRM for calls

Set up Microsoft Teams inside CRM for calls

Microsoft Teams is a collaboration platform designed to streamline communication and teamwork within businesses. With the seamless integration of Zoho CRM's Telephony with MS Teams Phone System, you can make and receive calls, and log all of them inside your CRM effortlessly.

Let's look into how this integration can help you manage customer interactions and collaborate with them.  
  1. Make quick calls from Zoho CRM using the MS Teams Phone System. 
  2. Maintain accurate customer records with the logging functionality for calls made through MS Teams.
  3. Add follow-up activities like call descriptions, calls, meetings, and tasks after the call ends.
  4. Automate the conversion of incoming unknown callers to new records in a module by setting up Workflow Rules for the Calls module.
Get ready with the prerequisites:
  1. An account with MS Teams 
  2. An account with Azure Communication Services
Notes
Note:
  1. MS Teams APIs do not support click-to-call functionality from the Zoho UI and the ability to instantly log calls made from Zoho. To support this, we need to use the Azure Communication Services SDK to access MS Teams Phone Call data on your behalf and log the calls.
  2. Only an administrator of a Zoho CRM account can enable the MS Teams for Telephony.

MS Teams Configuration in Telephony

Here is how you can install MS Teams in Telephony and integrate it to make calls.
  1. Navigate to Setup → Channels → Telephony → View Marketplace.

  2. Search for and select MS Teams in the Telephony Marketplace. Click Install. 

  3. In the Setup Microsoft Teams pop-up, choose the users you want to provide access to dial through MS Teams. You can modify the list anytime later. Click Install again.

    Notes
    Note: The integration will only be available to all users if the administrator chooses All Users.
  4. In the next pop-up, add the Azure Communication connection string and click Log in to Microsoft.

  5. You will be directed to choose your Microsoft account in a new tab. Choose an account.

  6. Click Accept to provide the permissions stated after carefully reading them.

    The integration of MS Teams is now enabled in your CRM. You can change the list of users you want to connect through MS Teams by clicking Modify under Manager Users.

Find the connection string:

  1. Go to the Azure portal and click Communication Services.
  2. Create a new communication service or use an existing one if any. Click on it.
    (Click here to know about creating and managing Communication Services resources)
  3. On the left panel, click Keys under Settings.
  4. In the right panel, under the Primary key, copy the Connection String and paste it in the CRM pop-up field.

Make MS Teams calls via CRM:

The following steps are for the admins or users to start making calls.
  1. Navigate to the module.
  2. Click Phone at the bottom-right corner of your taskbar, then follow the below steps.

  3. Click the Call button of the desired record under the Phone field type column to make a call.

  4. After you are connected to the person, you will be able to add Call Descriptions (only visible to you). These notes will be saved in the call record. Zia can automatically transcribe your call recordings and provide intelligence insights such as sentiment, intent, and summaries. To enable these features and to learn more, please refer to Zia for calls. 
  5. To disconnect the call, click the End button.

  6. The follow-up actions on the window that is displayed after the call ends (both outgoing and incoming) let you add (log or schedule) calls, meetings, and tasks to the contact.


To deactivate the MS Teams Telephony integration, uninstall MS Teams in the Telephony Marketplace.

Incoming calls

Receive incoming call notifications:

Receive notifications on your screen for incoming calls so you can see who is calling you. By having access to your Contacts history and information through these notifications, you'll be better equipped to answer the call. Zia can suggest the best time to follow up with customers via call or email based on their interaction patterns. To learn more about, please refer to Best Time to Contact Customers.

Set automations for unknown callers:

You can also automate the conversion of unknown callers to new records in a module by setting up Workflow Rules for the Calls module. To learn more, refer to Workflow for Calls.

Notes
Note:
  1. Calls placed directly from your MS Teams app will be logged in your CRM with a slight delay.
  2. Call details that were entered before the integration was disabled remain intact.
  3. By uninstalling MS Teams under Telephony, you will no longer be able to make calls in Zoho CRM via MS Teams
  4. Once uninstalled by the Administrator, the integration will be disabled for all the users who were given access to dial through MS Teams.