Dynamics Community Forum Thread Details

Hey Community,

I've played around with the teams phone integration and got some questions, which I'm not able to clarify for me.

The feature is enabled in Dynamics 365 Sales, the teams caller is working fine and within in the teams app everything works as expected. But I'm not happy and I have several questions I'd like to ask:

1. Call recognition in MS Teams

When an incoming call reaches out to me, the behaviour between the Teams dialer in Dynamics 365 Sales and Teams app is different. In Dynamics 365 the contact gets recognized, in the teams app not. When I used synchronized contacts (outlook sync or contacts from people app), it's working fine.

Are there other possibilities to get the name recognized in the Teams App without using the synchronization?

2. Search for Phone Number in Teams Dialer

My Problem here is, that people write down phone numbers in different styles like: "+3912345", +39 123 45", 003912345". If a number is written down with spaces, the dialer won't recognize the caller in most cases.

Is there a fixed ruleset, when a number gets recognized? My tests don't seem to work, for example:

+39 123 456789 -> gets recognized from dialer
+39123456789 -> gets recognized from dialer
+39 123 45 67 89 -> does not get recognized from dialer
+39 123 456 789 -> does not get recognized from dialer

3. Customize the Teams dialer in Dynamics 365

Is it possible to customize the dialer windows in Dynamics 365? For example I want to show 2-3 number fields or always want to show a specific phone number. Another question would be to open a contact from the dialer directly instead of using dataverse search / global search.

4. Missed Call Notifications

Sometimes, I don't get the missed call notification in Dynamics 365. For my testing purposes its fine, but what in a real environment? I see the calls in the Teams app but the recognition (first question :P) is far better in Dynamics 365 Sales. Is there any way to check the background of this functionality for problems or errors? I have full security rights and can there seize this issue out.

I hope to have this question posted to the right forum - its my first one ;). Can anyone help me out here?

Regards

Nico

Categories:

Dynamics 365 Sales

You're exploring a nuanced and very relevant area of Microsoft Dynamics 365 Sales + Microsoft Teams Phone integration. Here's a structured, solution-oriented response to your questions:

✅ 1. Call Recognition in MS Teams (Name Matching Issue)
Problem:
Contact name recognition differs between Teams App and Dynamics 365 Sales (Teams dialer). D365 can recognize the contact, but Teams app doesn’t unless contacts are synced via Outlook or People.
Root Cause:
The Teams app relies on local or synchronized contacts (from Exchange/Outlook/People) to resolve incoming call names. It does not natively query Dataverse or Dynamics 365 for contacts.
Solution Options:

Option A: Use Microsoft Graph API Contact Sync (Automated)
Automate contact sync between D365 and Outlook using Power Automate or custom plugins to populate Outlook contacts with CRM phone numbers. This ensures that Teams app can resolve names without user-side sync.
Option B: Leverage Teams Call App Extensibility (limited)
Currently, Teams’ native calling functionality does not support name resolution from D365 without contact sync. This is by design and not configurable at this point.
Option C: Use Embedded Dynamics in Teams
Use the Dynamics 365 embedded app inside Teams. While this doesn’t change the behavior of the native Teams call screen, it helps contextually resolve calls if Teams Phone is routed through the D365 embedded UI.

✅ 2. Phone Number Matching Format in Teams Dialer
Problem:
Caller recognition fails due to different number formatting (spaces, country codes, etc.).
Root Cause:
The Teams Dialer (including in Dynamics 365) uses E.164 standard format, but string comparison is often literal if the system isn’t normalizing formats before matching.
Solution Options:

Best Practice: Always store phone numbers in normalized E.164 format (+39123456789) in Dataverse/D365. Avoid formats with spaces or hyphens.
Use Power Automate or Plugin to Normalize Data:
Set up a plugin or Power Automate flow on create/update of contact/lead to clean and normalize phone numbers (remove spaces, standardize to + and country code).

Example normalization rule:
csharp
CopyEdit
Regex.Replace(phoneNumber, @"\s+", "").Replace("00", "+")

CRM Dialer Matching Enhancements (Custom):
You may override or extend the call matcher logic via a plugin if you're using a custom dialer control. Out-of-box Teams dialer behavior is not configurable in this regard.

✅ 3. Customizing the Teams Dialer in Dynamics 365 Sales
Problem:
You want to enhance the dialer UI — show multiple numbers, pre-fill a number, or launch contact record directly.
Limitations:

The Teams dialer control embedded in Dynamics 365 Sales is not directly customizable.
It is part of the Teams integration and does not expose UI customization hooks currently.

Workaround Solutions:

Build a Custom Dialer Control (PCF Control):
Use a PowerApps Component Framework (PCF) control embedded on forms or dashboards that:
- Displays multiple phone numbers.
- Lets user choose which number to call.
- Triggers a Teams call via tel: or Microsoft Graph API.
Launch Contact from Dialer (Custom Button):
Add a button or event in your PCF or form ribbon that opens the contact or associated record.
Pre-fill Phone Number:
If you use a custom dialer or embed the dialer in a custom canvas app or model-driven page, you can pre-populate the number using setFieldValue() logic in JavaScript or the control itself.

✅ 4. Missed Call Notifications Not Always Appearing in Dynamics 365
Problem:
Sometimes missed calls appear in Teams app but not in D365 Sales.
Possible Causes:

Notification sync relies on the Teams-D365 integration bot and backend services (Telephony connector in CDS).
Service degradation or Teams presence status can prevent Dynamics from getting timely updates.

Diagnostic Steps:

Check Telephony Integration Health:
- Go to Admin Center > Teams Integration > Call Intelligence.
- Look for any sync delay errors or telemetry gaps.
Audit Timeline in Dataverse:
- Go to the relevant Contact or Lead and check the activity timeline.
- Missed calls may be logged under a different activity type or not associated if the number match failed.
Check Teams Call History Entity in D365 (if enabled):
- Use Advanced Find or XrmToolBox to inspect the msdyn_ocphonecall or similar entity.
Enable Diagnostic Logging (if you're a system admin):
- In the Power Platform Admin Center, enable audit logs for communications to review webhook or data sync issues.

Recommended Action:

If missed call logs are important, implement a Teams Call Logging Bot or Azure Function to capture and log all missed calls directly to Dataverse (bypassing native sync latency).

Summary Table

Issue	Root Cause	Recommended Action
Name not recognized in Teams app	Teams doesn’t query D365 directly	Sync contacts to Outlook via Power Automate
Phone number format mismatch	Teams dialer doesn’t normalize spaces well	Normalize phone format in Dataverse using plugin or Power Automate
Dialer UI customization	Native dialer not customizable	Use PCF/custom canvas app dialer
Missed calls not always shown	Sync latency or Teams-D365 connector issue	Check telemetry, audit logs, consider custom logging bot

If you want, I can provide:

A Power Automate flow template to sync D365 contacts to Outlook.
A sample PCF dialer control code with multiple phone number options.
Regex script for phone number normalization.

Let me know what you'd like help implementing.

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