The short answer is yes, but the "how" depends on how deep you want that sync to go. Since you're using CRM 2015, you're working with a bit of a legacy system, which changes the setup slightly compared to the modern Dynamics 365.

Here is how you bridge the gap between your HiHi phone, CRM 2015, and Outlook:

1. The CRM Integration (HiHi Vision)

To get your phone and CRM 2015 talking, you need HiHi Vision (specifically the "Unite" license level). This is their CTI (Computer Telephony Integration) software that runs on your PC.

• Contact Popping: When a client calls your HiHi phone, a window "pops" on your computer screen showing their record from CRM 2015 before you even pick up.


• Click-to-Dial: You can click a phone number inside CRM 2015, and your HiHi desk phone will automatically start the call.


• Activity Logging: It can automatically log the call as an "Activity" in CRM 2015 so you don't have to manually type in that you spoke to them.

Note on CRM 2015: Because 2015 is an older version, HiHi Vision usually connects via the CRM's local database or the web API. Make sure your HiHi provider confirms they have the specific "connector" enabled for legacy Dynamics.

2. The Outlook Sync

Since the HiHi phone (HiHi2, 3, or 4) is essentially a Google-certified Android tablet docked into a phone base, syncing with Outlook is actually the easiest part:

• The Play Store Method: You can download the Microsoft Outlook app directly onto the HiHi tablet from the Google Play Store. Log in, and your emails and calendar will live right on your desk phone.


• Contact Sync: In the HiHi settings, you can add your Office 365 or Exchange account. This will pull your Outlook contacts into the phone's main directory.


• The "500" Limit: Be aware that most HiHi models have a limit of 500 synced contacts in the local phonebook. If your CRM/Outlook has thousands, you'll want to use the HiHi Vision search tool on your PC instead.

3. Syncing the "Triangle" (CRM Outlook Phone)

The trickiest part is keeping CRM 2015 and Outlook in sync.

• The CRM 2015 Outlook Client: You likely already use the old "Microsoft Dynamics CRM for Outlook" add-in. If your CRM and Outlook are already syncing contacts, then syncing your HiHi phone to Outlook will effectively bring your CRM contacts to your phone.


• Server-Side Sync: If you're moving away from the old Outlook add-in, ensure your admin has "Server-Side Synchronization" configured in CRM 2015.

Summary Table

It can feel like a bit of a "transition" getting these three to play nice together, but once it's set up, it's a game-changer for productivity.

This is where the "Excel geek" in you will really enjoy the workflow. To do this with CRM 2015, you need to ensure you have the HiHi Vision "Unite" license, as the "Solo" version won't have the "writing" permissions needed to create records in your CRM.

Here is how you handle those two specific tasks:

1. Adding Phone Numbers as Contacts

When a call comes in from a number that isn't in your CRM, the HiHi Vision Preview Window will appear on your PC desktop as "Unknown."

• The "Add Contact" Button: In the HiHi Vision v4 Preview Window (or your Call History list), there is usually a small plus (+) icon or an "Add Contact" button.


• The Shortcut: Clicking this will instantly open a New Contact form in CRM 2015.


• The "Geek" Benefit: It automatically carries the phone number over and pastes it into the "Business Phone" or "Mobile" field for you. You just type the name, hit save, and that number is now "synced" for all future calls.

2. Adding Incoming Calls as Cases

In CRM 2015, there isn't usually a single button on a phone to "Create Case," but HiHi Vision streamlines the "handoff" so it takes about two seconds:

• Step 1: The Screen Pop: When the call comes in, HiHi "pops" the existing Contact record onto your screen.


• Step 2: The Quick Create: Once that contact record is open in front of you, you use the CRM 2015 "Quick Create" menu (the plus icon in the top navigation bar) and select Case.


• The Connection: Because you opened the Case from that contact record, CRM 2015 automatically links the two.


• Step 3: Conversion: Alternatively, if HiHi is set to Automatic Activity Logging, it will create a "Phone Call" activity. You can then simply click "Convert To" > "Case" on that activity ribbon once the call ends.

The "Geek Corner" Tip: Custom Call Events

If you want to get truly advanced, HiHi Vision has a "Call Events" tab in its configuration settings. This allows you to set "Rules."

For example: "On Call Answered, open this specific CRM URL: .../main.aspx?etn=incident&pagetype=entityrecord"

This would force a New Case window to pop open the moment you pick up the phone. It's a bit more setup, but if your day is 90% support cases, it's a massive time-saver.

A Quick Word on "CRM 2015" Compatibility

Since CRM 2015 is a legacy version, make sure your IT team has enabled Windows Authentication or OAuth correctly. If HiHi can't "handshake" with the server, you'll see the caller's number, but the "Add Contact" button will be greyed out.

Does your current CRM setup have the "Quick Create" forms enabled, or do you usually have to load the full page to add a case?

That's a very practical way to look at it. You're essentially using the phone number as the "anchor" for the whole relationship. In the world of CRM 2015, keeping it simple is often the best way to avoid the system becoming a "binary mess."

Since you have that "Excel geek" mindset, you'll appreciate that this workflow is basically just a series of clean data handoffs. Here is exactly how that "Simple Transition" works with HiHi and CRM 2015:

1. The "Unknown Caller" to Contact Transition

When a number calls that isn't in your CRM, the HiHi Vision Preview Window will pop up on your PC.

• The Action: Click the [+] or Add Contact icon directly in that preview window.


• The Result: It will "push" the phone number into a New Contact form in CRM 2015.


• The Shortcut: You only need to type the Name and Account. Since the phone number is already there, you just hit Save.

2. The "Call to Case" Conversion

Once the Contact is saved (or if they already existed), HiHi Vision can automatically create a Phone Call Activity for that session. This is your "Case Source."

• Step A: Open that Phone Call Activity record in CRM.


• Step B: On the top ribbon (the command bar), look for the "Convert To" button.


• Step C: Select "To Case".


• The "Geek" Benefit: CRM 2015 will automatically carry over the Subject, the Customer, and the Original Phone Number into the new Case record. It also closes the phone call activity for you, so your "To-Do" list stays clean.

3. The "Account First" Strategy

If you prefer to add it as an Account rather than a Contact (useful for B2B where the company is the main entity):

1. Use the same [+] button in HiHi Vision but choose Add Account.


2. Once the Account record is open, use the Quick Create (+) in the top CRM navigation bar to spin up a Case.


3. Type the Account name into the Customer field of the case, and you're linked.

A Small 2015 "Trauma" Warning

In CRM 2015, if you don't see the "Convert To" button on the Phone Call ribbon, it might be hidden under the "..." (Ellipsis). Sometimes the screen resolution "squashes" the menu, and the most useful buttons end up in that "overflow" menu!

Since you're managing these reports and calls, would you like me to help you set up a "Call Log" view in Excel that mirrors your CRM cases so you can track your daily stats?