Microsoft® Skype for Business® mApp Solution 1.0

The Microsoft® Skype for Business® mApp® Solution provides functionality that allows you to facilitate real-time online collaboration through conversations (text, voice, video, and presence information), desktop sharing, and online meetings.

This is a Cherwell Labs mApp Solution. Functionality, testing, and documentation are limited or incomplete. Cherwell support is not provided for this mApp Solution, so install it at your own risk on a test environment before installing it on a production system.

Platform Version Requirements: Tested on CSM 5.0.0 - 9.4.0a

Out-of-the-Box Content Version Requirements: Tested on CSM 5.0.0 - 9.4.0a

Prerequisite Requirements: None


When Skype for Business is incorporated into CSM, Users can initiate Skype conversations with Customers, employees, or teams in their Skype network directly from a CSM record. When CSM is integrated with Skype, a Start Skype Conference Action displays in the Task Pane. Click the Action to initiate a conversation with an individual (Customer or User) or a team related to the Business Object.

Conferences are only available for contacts in your Skype network. Conferences cannot be saved in CSM, but can be saved in Skype, if configured.

How the mApp Solution Works

CSM provides the Skype functionality as a mApp Solution so that Users can easily incorporate Skype conversations into their existing CSM system. Download the mApp Solution from the CherwellmApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp wizard generates a Blueprint, which can then be viewed and published to a test or Live system to commit the changes.

The mApp Solution includes the following items:

Item Category


Typical Merge Action

Business Object Change Request, Configuration Item, Customer, Incident, ITPT Project, Release, Task Don't Change
  Variable Validation Overwrite
Image Skype 16x16, Skype 32x32, Skype 498x48 Overwrite
One-Step Action Start Skype Conference Overwrite
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp Solution, but not altered in any way. The mApp Solution includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

Apply mApp Solution

To apply the mApp Solution, perform the following high-level steps:

  1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
  2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
  3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.