This article provides an overview for end-users of how to use Intermedia Unite for Microsoft Dynamics 365.

Getting Started With Intermedia Unite For Microsoft Dynamics 365

  1. After Intermedia Unite Microsoft Dynamics 365 Integration is configured by your administrator, you will see Intermedia Unite button on the top of the page. 1
  2. Click on the icon. You will be asked to log in with your Intermedia Unite credentials. If you experience any issues during this process, please contact your company administrator to ensure you have the correct login credentials.

Selecting Default Calling Device

  1. Once logged in, you will need to select a default calling device that will be used to place and receive calls in Microsoft Dynamics 365.
  2. Select the device and click Save. Dialpad will be shown.2
  3. If you need to change default calling device, click on a gear icon to access Settings. 3
  4. Select the device from the list and click Save. 4

Making Calls

Option 1: Click-to-Call

Click-to-Call is the easiest way to make calls to your contacts. Just locate the record in Microsoft Dynamics 365 and click on the handset icon to make a call. 5

Option 2: Dialpad

  1. Dial the number using dialpad buttons, keyboard or just paste it and click Call button.14
  2. You will receive a notification to pick up the phone to start the call.6
  3. Pick up your default calling device and the call will automatically start.
  4. When the call is picked up on another end, you will see the call duration and details. To finish the call click End Call button in the plugin window or just hang up on your default calling device. 7

Multiple calls

You can have multiple calls at the same time.

  1. During active call click on Place new call button. 15
  2. New tab will be opened. Dial the number to start new call. Previous call will be automatically placed on hold. 8

Receiving Calls

Calls from existing Dynamics 365 contacts

  1. You will see a notification of the incoming call. To start the call pick up your default calling device.
  2. You will see the name of the contact and account. You can click on contact name or company name to view the record in Dynamics 365. 9

Calls from unknown numbers

  1. You will see a notification of the incoming call. To start the call pick up your default calling device. 10
  2. Once the call is answered, you will be able to create new Contact, Account or Lead for this number. 11

Editing Call Data

You can change the call data during active call or after it was ended.

  1. In the call menu fill in the Description field. 12
  2. The data you entered will be automatically saved. Use Open Phonecall option to view call details. 13