Dromlik for Dynamics 365 plugin
Last updated: 2026-09-04
The Dromlik for Dynamics 365 plugin embeds the Dromlik softphone directly inside the Dynamics 365 web interface. Instead of switching between a separate app and the CRM, users get a call panel docked in Dynamics that handles calls, contact matching, and call journaling in one place.
Requirements
- Dynamics 365 online (Sales or Customer Service), with a System Administrator role for installation.
- The Dynamics 365 integration already authorised in the Dromlik admin console.
- A supported Chromium-based browser (Chrome or Edge). Firefox and Safari are not supported for the embedded panel.
- Each user needs an active Dromlik extension and a Dynamics 365 licence.
What the plugin adds
| Feature | What it does |
|---|---|
| Embedded call panel | A docked softphone inside Dynamics 365 for making, answering, holding and transferring calls. |
| Click to call | Every phone number on a Dynamics record becomes a clickable dial link. |
| Screen pop | On an inbound call, the matching contact, lead or account record opens automatically. |
| Call journaling | Each call is written back as a Phone Call activity linked to the matched record. |
| Call notes | Notes typed in the panel during a call are saved on the activity when the call ends. |
| Presence | Set and see extension presence without leaving the CRM. |
Limitations
- Only one Dynamics 365 tab can host an active call panel. Opening a second tab signs the panel out of the first.
- Video calls, chat channels and voicemail management stay in the full Dromlik App — the panel is voice-first.
- Unknown numbers do not create records automatically; the panel offers a "create contact" shortcut instead.
- The panel requires microphone permission in the browser. Blocking it disables calling but leaves click-to-call via the desktop app intact.
Install the plugin
- 1
Open the Dynamics 365 admin area
Sign in to Dynamics 365 as a System Administrator and go to Settings → Advanced settings → Solutions.
- 2
Import the Dromlik solution
Download the Dromlik for Dynamics 365 solution file from the Dromlik admin console (Integrations → CRM → Microsoft Dynamics 365), then click Import solution in Dynamics and upload it.
- 3
Enable the channel provider
Open Channel Integration Framework and create a provider entry pointing at the Dromlik panel URL shown on the integration page. Set the channel order to 1 and enable it for the apps that need calling.
- 4
Assign the roles
Give the users who need calling the Drömlik CTI security role and add them to the enabled apps in the channel provider configuration.
- 5
Reload Dynamics 365
Users refresh their browser. The Dromlik call panel appears on the right-hand side of the Dynamics 365 window.
Next step
Once the plugin is installed, each user signs in once — see Sign in to Dromlik within Dynamics 365.