Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Identify calls via the...
Customer experience | Sales, Customer Insights,...
Suggested answer

Identify calls via the application

(1) ShareShare
ReportReport
Posted on by CU04090816-1 8
Hello, I would like to know if it is possible to Identify calls via the Sales application, if the contact/prospect/lead is registered, in the event of a call, the application recognises and displays his/her name when the call is made on the mobile phone.
 
  • Suggested answer
    Saif Ali Sabri Profile Picture
    Saif Ali Sabri 181 on at
    Identify calls via the application

    Currently, Microsoft Dynamics 365 Sales does not provide built-in functionality to automatically recognize and display the caller's name on incoming calls based on contact, prospect, or lead information in the Sales application. However, there are some workarounds and third-party integrations that can enable this functionality.

    Options for Caller Identification in Dynamics 365 Sales Mobile

    1. Dynamics 365 and Teams Integration (Limited Caller ID)

      • If you're using Microsoft Teams, and have Dynamics 365 Sales integrated with it, you can use the Teams Dialer to make outbound calls directly from Dynamics 365 Sales.
      • When a call is initiated from within Dynamics 365 using Teams, the application will recognize the contact details associated with that phone number.
      • However, this only applies to outbound calls initiated from within Dynamics and doesn’t support automatic identification of incoming calls on your mobile device.

    2. Third-Party Call Integration Tools (e.g., CTI - Computer Telephony Integration)

      • Some third-party solutions offer Computer Telephony Integration (CTI) capabilities that integrate Dynamics 365 with your phone system. These tools can automatically recognize calls and display caller information on your mobile device if the caller is a known contact, lead, or account in Dynamics 365.
      • Examples of popular third-party CTI tools that integrate with Dynamics 365 include RingCentral, Twilio, and Aircall.
      • These tools usually require a subscription and additional setup, but they offer robust features like call recognition, logging, and even recording capabilities. They can display contact names for both incoming and outgoing calls.

    3. Power Automate Flow with Azure Communication Services (Advanced Option)

      • For organizations with technical resources, you can build a custom Power Automate flow that leverages Azure Communication Services to manage call events and interact with Dynamics 365 data.
      • This setup can identify incoming calls and match the phone number with records in Dynamics 365. However, setting this up is complex and requires technical expertise, as well as custom mobile app development to display caller information on the device.

    4. Use a Third-Party Contact Sync App

      • Another approach is to use a third-party app or tool that syncs Dynamics 365 contacts to your mobile device’s native Contacts app. This way, if a contact’s phone number is in Dynamics 365, it will be added to your phone’s address book, allowing the caller’s name to display automatically for incoming calls.
      • Inogic’s Attach2Dynamics and LinkPoint Connect are examples of tools that can sync Dynamics 365 contacts with your phone’s native contacts app.
      • This option requires you to periodically sync contacts and manage data privacy, as syncing contact data to mobile devices may have security implications.

    Summary

    To achieve automatic caller identification based on Dynamics 365 data:

    • Direct integration for call recognition in the Dynamics 365 Sales mobile app isn’t available for incoming calls.
    • Consider using a third-party CTI solution or contact sync app to achieve this functionality.
    • If you need a customized solution, you could explore Power Automate and Azure Communication Services, but it would require technical development.
  • Suggested answer
    Muhammad.Affan Profile Picture
    Muhammad.Affan 4,243 on at
    Identify calls via the application

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Complete!

🔔 Be sure to subscribe to the new forums you are interested in to stay up to date! 🔔

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,936 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,381 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans