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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Regarding the New Sale...
Customer experience | Sales, Customer Insights,...
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Regarding the New Sales Hub dialer

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Posted on by SP-16101533-0 14
Hello Microsoft Team,

I am currently evaluating the Sales Hub Dialer (Preview) feature in Dynamics 365 Sales and would like clarification regarding the dialer behavior differences between Sandbox and Production environments, specifically how to identify whether the dialer is Sales Hub Dialer or Microsoft Teams Dialer.

Sales Hub Dialer Availability
  • The Sales Hub Dialer is currently available as a Preview feature.
  • Preview features appear to be available in Sandbox environments, but not enabled by default in Production.

In both Sandbox and Production environments, the embedded dialer UI appears to look the same, which makes it difficult to determine whether the dialer in use is the Sales Hub Dialer (Preview) or the Microsoft Teams Dialer embedded in Dynamics 365.
Could you please clarify:
  1. How can we differentiate between the Sales Hub Dialer and the Teams Dialer when both appear as an embedded dial pad inside Dynamics 365?
  2. If the both dialer is the Teams Dialer, how can we enable and verify the Sales Hub Dialer (Preview) in the Sandbox environment?
  3. Once enabled, what is the recommended way to confirm a successful live call using the Sales Hub Dialer in Sandbox?
Categories:
Dynamics 365 Sales
I have the same question (0)
  • André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 305,178 Super User 2026 Season 1 on at
    Moved the question from the Dynamics 365 General to the Dynamics 365 Sales forum.
     
  • SP-16101533-0 Profile Picture
    SP-16101533-0 14 on at
    The new Sales Hub Dialer preview feature is released ,still now not able to see the options to enables in my dynamics 365 sales CRMsanbox
  • Assisted by AI
    Saif Sabri Profile Picture
    Saif Sabri 6 on at

    1. How to differentiate between the Sales Hub Dialer and the Microsoft Teams Dialer

    Both dialers appear as an embedded dial pad in the right pane of Dynamics 365 Sales Hub, which can make them look very similar at first glance.

    Key ways to distinguish them:

    • UI/Experience during calls:
      • Sales Hub Dialer: Offers richer in-call features like real-time transcription, live sentiment analysis, in-call AI summaries, spam detection, advanced controls (warm/cold transfer, add participants, hold/resume), and speaker-separated recordings. It is built on the Dynamics 365 Contact Center / Azure Communication Services platform.
      • Teams Dialer: Relies on the Microsoft Teams client infrastructure. It has basic call logging but lacks the native advanced AI features and call controls of the new dialer (e.g., no built-in real-time summaries or native call queues in the same way).
    • Call behavior and logging:
      • Sales Hub Dialer uses dedicated service numbers (not individual user Teams numbers) and provides deeper CRM integration with automatic Conversation Intelligence.
      • Check the call activity record post-call or look for mentions of "Sales Hub Dialer" / advanced AI elements in the UI.
    • Admin settings: Go to Change area > App Settings > General Settings. You’ll see separate configurations for Teams Calls (Preview) vs. Sales Hub Dialer settings.

    If the UI in your screenshot shows prominent "Recording and notes" with real-time transcripts emphasis, it leans toward one of the enhanced experiences, but full differentiation often requires testing a live call.

    2. Enabling and verifying the Sales Hub Dialer (Preview) in Sandbox

    The Sales Hub Dialer is a Preview feature, so it is more readily available (and recommended for testing) in Sandbox environments.

    High-level enabling steps (requires System Administrator role):

    1. Ensure prerequisites are met (appropriate Dynamics 365 Sales licenses with Conversation Intelligence/Copilot access, telephony setup via Teams Phone or compatible provider).
    2. Sync Teams Phone numbers to Dynamics 365.
    3. Configure the Omnichannel dialer in Channel Integration Framework (CIF) for the Sales Hub app and assign roles.
    4. Set up capacity profiles, inbound/outbound profiles, assign phone numbers to sellers, and create bookable resources.

    Detailed guidance:

    To verify it's active:

    • Switch to Sales Hub app.
    • Look for the dialer icon in the right pane.
    • Check Change area > Sales Hub Dialer settings (this area appears when enabled).
    • Attempt a test outbound call from a Contact/Lead record.

    Note: You can run both dialers side-by-side in the same environment for different user groups during transition.

    3. Confirming a successful live call with the Sales Hub Dialer in Sandbox

    Recommended verification steps:

    • Make an outbound test call:
      • Open a Contact/Lead record → Click the phone icon (click-to-call).
      • Or open the dialer pane and manually dial a test number.
    • Answer an inbound call (if a number is assigned and routed).
    • During the call, confirm:
      • Real-time transcription and sentiment analysis appear.
      • You can take notes, mute/hold/transfer, etc.
      • No redirection to the full Teams client.
    • Post-call:
      • Check the Timeline on the record for an automatically created Phone Call activity.
      • Verify the presence of recording, full transcript, and AI-generated summary.
      • Look for enhanced Conversation Intelligence insights.

    Preview features have some limitations, so test thoroughly in Sandbox before considering Production.

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