Microsoft Dynamics 365 Phone System Integration

What the Microsoft Dynamics 365 integration does

Features documented for this integration. Which ones we switch on is agreed during your assessment.

• Embedded calling panel

  The phone system's calling panel sits inside the Dynamics 365 interface, so calls are handled without switching apps.

• Make and receive calls in Dynamics 365

  Dial and answer calls directly in the CRM.

• Caller ID to contact name

  Inbound calls are looked up in Dynamics 365 so you see the contact's name.

• Contextual call popups

  The matched customer profile opens when a call comes in or is answered.

• Click-to-call

  Click any phone number in Dynamics 365 to start a call.

• Phone call activity logging

  Phone call activities are created or opened during and after calls with caller information and duration; users can add subjects and other details.

• Create new contacts

  Add an unknown caller as a new Dynamics 365 contact.

• Call recordings from the activity

  Play the call recording from the matching phone call activity. Recording and transcription features use the $20/month company-wide call recording and transcription add-on.

• One-click sign-in

  Users sign in to the calling panel with one click rather than a separate password.

Example workflows with Microsoft Dynamics 365

• Example

  Service desk works from one screen

  Agents answer, look up and log calls in Dynamics 365 without a separate softphone window.

• Example

  Call history a manager can review

  Each call leaves a phone call activity with duration and, where recording is on, a link to play it back.

• Example

  Unknown callers captured

  A new caller is added as a contact during the call so the next interaction starts with a record.

How we set it up

1. 1

   Tell us about your software

   Which CRM or platform, which edition, who administers it, and what you want calls to do.

2. 2

   Compatibility assessment

   We review what your software exposes (for example an API or webhooks) and whether the workflow is achievable.

3. 3

   Scoped quote

   If it's feasible, you get a written scope and quote for the dedicated instance and the integration work. If it isn't, we tell you.

4. 4

   Build, test and hand over

   Agreed work is configured on your dedicated instance, tested with your team, and supported under the terms in your quote.

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