Dynamics Telephony uses a CRM User we call the Service User. Dynamics Telephony uses the Service User in the background for various install and config tasks. The Service User has sysadmin role in CRM. You should restrict the permissions once the initial install is done.
If you want to use 2-factor authentication for the Service User, then you will need an App password per this Microsoft article here. Alternatively, you should use a strong password for the Service User.
If you need to change the Service User password, then it is best to change it in Dynamics Telephony at the same time as you do it in 365. Have one Dynamics Telephony client open at… > Settings cog > Settings > CRM Configuration. Then make the change in both places and restart all Dynamics Telephony clients.
If you change the password and get locked out of Dynamics Telephony, then follow the procedure below.
YOU ONLY HAVE TO DO THIS ON ONE PC
- Find dynamicstelephony.exe It is in a folder like:
- Right-click on the EXE and make a shortcut
- Edit the shortcut and add “/admin” at the end like this
Now, when you run Dynamics Telephony using this shortcut, and the connection to CRM fails, you will a the dialog where you can change the service user and password.