Microsoft Dynamics® CRM Training
Country/Region Code Prefixing
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Microsoft Dynamics CRM supports both Skype and Lync integration, allowing users to make calls directly from a record. This direct call functionality, also referred to as “Click to Call,” can save users from manually dialing phone numbers.
In order to make calls from a record, the numbers must be stored in a valid number format: <country/region code><area code><number>. However, not every user in your organization may record the numbers properly. A common mistake is forgetting to enter the region or country code, which can be averted at the user and organization levels.
In this lesson, I will demonstrate how to configure the country/region code prefixing, where to set the telephony provider, and the “Click to Call” feature in the new flow forms.
First, as a user with any Security Role, I can set my own country/region code prefixing. To do this, I click File > Options. The Set Personal Options dialog opens. In the General tab of the dialog, I will locate the Set the default country/region code area. I check the enable box first, which allows me to fill in the prefix field. I’ll enter “+1”, which is the U.S. country code, and then click the OK button, closing the dialog.
I have now configured the default country/region code prefix at the user level, but if I am the System Administrator, I may want to do this at the organizational level. To do so, I can navigate to Settings > System > Administration, and then click System Settings, opening the System Settings dialog.
The prefix can be configured in the General tab in the Set the default country/region code area. Notice that right below this area is the Set the telephony provider area. This is where I can select between Skype and Lync, depending my organization’s needs and preferences.
Lastly, I’ll demonstrate the “Click to Call” feature in the new flow forms. I close out of this dialog and navigate to the Workplace module and open a Lead record. Note that this is a demo environment and I have not installed Skype nor Lync for this organization. I click the listed phone number to call it. A new Phone Call Activity is started automatically for me. I can now easily take notes on the call. When I am finished, I can click the OK button to create the Activity record.
For more tips, tricks, and tutorials, please refer to the Success Portal or our xRM.com blog.