Dynamics CRM Soft-Phone Complete Guide

Updated: Feb 25, 2021

Recently with Release wave 2 plan, there are a couple of interesting features that for sure can improve Sales and Support efficiency. One of these features is the so-called Soft-Phone.

For those of you who don't know what the soft-phone is, basically, it is a virtual phone (VOIP) where all the calls (incoming and outgoing, also SMSs) goes through computer software and not via a physical phone. In my opinion, this saves a lot of time and money.

But anyway, after reviewing the official documentation I've decided to try this feature myself. The documentation is very spread around so it requires to refer to multiple sites and pages in order to complete everything, and if you miss something there is a quite long way back to find your mistake.

So I decided to summarize all the steps in one article.

Download and install the required solution:

  • First of all, you will need to download a D365 Channel Integration Framework containing the soft-phone solution.


Once done, unzip it on your desktop.

  • Next, you need a Visual Studio to publish the Soft-phone sample app to Azure. In my case, I've downloaded VS Community 2019 (free)


Once VS is installed you can proceed with the next step.

Create free Azure subscription

You will need to publish the soft-phone sample app that is in D365 Channel Integration Framework folder to Azure.

You can get 30days free Azure Subscription with a lot of free services, some of them you can use up to 12 months if you switch after the trial to Pay-as-you-go.

Note that both, the Azure Account and D365 Instance must be in the same tenant.

During the registration, a valid credit card is required but you won't be charged (trust me, I've done this many times).

Once done you will be in your Azure portal dashboard, if not navigate to https://portal.azure.com

Check in the Subscriptions section to confirm your free subscription is activated.

Publish Soft-phone sample app solution to Azure

It is time to upload the sample app to azure so, later on, we can add it to Dynamics 365.

  • Open the solution SampleInteg.sln using Visual Studio 2017.

  • In Solution Explorer, right-click on the solution and build the complete solution.

  • In Solution Explorer, right-click on the project SampleInteg and select Publish.

  • Here since there is already a resource group selected from the previous owner, select New

  • Chose App Service, select Create New, and click Publish

  • You might be prompted to log in to Azure to confirm your Subscription.

  • Provide valid subscription, resource group, and hosting plan details.

  • Select Create to create the azure app service, and save the app service URL for future use.

Once published successfully, your app will open in a new window.

Note: this is just a test app so don't expect anything special, also do not deploy this on production instances. The app is nothing special, and with the help of a developer can be modified according to your needs.

Configure Twilio Client Javascript

Next step is to configure the web client which will service our calls (incoming or outgoing).

  • Navigate to https://www.twilio.com and create a free account.

  • You will need to confirm your email and phone number.

  • Once done, you need A Twilio phone number in E.164 format - you can get one here.

  • You have one free phone number in your trial subscription.

  • Creation is quite straight forward, just select Country and click Search to search for an available phone number to reserve.