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Set up customer engagement apps to use Skype or Skype for Business

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Note

This feature was retired on July 31, 2021. More information: Skype integration with customer engagement apps is deprecated

When you use Skype for Business and customer engagement apps (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation), your organization can benefit from these capabilities:

  • Real-time communications with customers, colleagues, and team members without leaving customer engagement apps. Click or tap a person's phone number to call them.

  • Track meetings as Activities.

  • Get Presence information for members of the same email domain you are signed in with in Skype for Business.

    Call a contact with Skype.

Set up Skype in customer engagement apps

  1. In the Power Platform admin center, select an environment.

  2. Select Settings > Product > Features.

  3. Under Communications verify that Skype presence is set to On and Set the telephony provider is set to Use Skype for Business.

  4. Browse to the Microsoft 365 admin center and sign in using Microsoft 365 Global administrator credentials.

  5. On the Microsoft 365 admin center page, click or tap Admin > Skype for Business > organization.

  6. Choose the general tab. Review and set the presence privacy mode.

    Note

    Presence information is shown for members of the same email domain you are signed in to with Skype for Business. For example, if you are signed in with someone@contoso.com, you will see presence for other @contoso.com users.

    Instruct users to add the following as trusted sites in their browser:

  7. Choose the external communications tab. Review and set the external access and public IM connectivity settings.

    Lync admin center external communications settings.

Tracking Skype

Now that Skype is setup, your Skype calls are tracked as activities.

Lync calls tracked as activities.

See also

Skype for Business and Skype integration
Skype for Business help