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Integrate Skype or Skype for Business with Customer Engagement apps

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This content also applies to the on-premises version.

If your organization uses Skype for Business or Skype, you can take advantage of connectivity features like click-to-call or checking user availability from within Dynamics 365 for Customer Engagement apps or Microsoft Dynamics 365 for Outlook.

Using Skype for Business with Dynamics 365 for Customer Engagement apps

When you use Skype for Business and Dynamics 365 for Customer Engagement apps together, you can use Skype for Business presence and click-to-call from within Dynamics 365 for Customer Engagement apps.

Requirements and Dynamics 365 for Customer Engagement apps configuration

  • Your organization must have a Skype for Business Online license.

  • To use click-to-call, Skype for Business must be selected as the telephony provider in Dynamics 365 for Customer Engagement apps. You can set this on the General tab at Settings > Administration > System Settings.

  • By default, Skype for Business presence is enabled in Dynamics 365 for Customer Engagement apps. System administrators can enable or disable presence in Dynamics 365 for Customer Engagement apps. To do this, click Settings > Administration > System Settings and on the General tab, Set the IM presence option to Yes or No.

  • Each user must have the Skype for Business client installed and running on their PC.

  • For Skype for Business presence, Dynamics 365 for Customer Engagement apps users must have https://*.dynamics.com added to their web browsers trusted sites list in Internet options in Internet Explorer.

Supported devices and web browsers when you use Skype for Business with Microsoft Dynamics 365 for Customer Engagement apps

Mobile app or web browser Skype for Business click-to-call Skype for Business presence
Dynamics 365 for iPad Yes No
Dynamics 365 for Android Yes No
Windows-based tablets Yes No
Internet Explorer Yes Yes
Google Chrome Yes No
Mozilla Firefox Yes No
Apple Safari Yes No

Using Skype with Dynamics 365 for Customer Engagement apps

When you use Skype and Dynamics 365 for Customer Engagement apps together, you can use Skype click-to-call from within Dynamics 365 for Customer Engagement apps.

Client requirements and Dynamics 365 for Customer Engagement apps configuration

  • Each user must have the Skype for Windows desktop client or the Skype for Windows 8 app installed and running on their PC or Windows 8 device.

  • Skype must be selected as the telephony provider in Dynamics 365 for Customer Engagement apps. You can set this on the General tab at Settings > Administration > System Settings.

Supported devices and web browsers when you use Skype with Dynamics 365 for Customer Engagement apps

Mobile app or web browser Skype click-to-call
Dynamics 365 for iPad Yes
Dynamics 365 for Android on Android tablets Yes
Windows-based tablets Yes
Internet Explorer Yes
Google Chrome Yes*
Mozilla Firefox Yes**
Apple Safari Yes

* The Skype Click-to-call plugin must be installed on the Chrome browser and enabled. More information: How do I enable Skype Click to Call in Chrome?

Additionally, Skype click-to-call is supported with Dynamics 365 for Windows 8, Dynamics 365 for Windows 8.1, and Windows 10.

See also

Set up Dynamics 365 for Customer Engagement apps (online) to use Skype or Skype for Business