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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Mobile Phone - Incomin...
Customer experience | Sales, Customer Insights,...
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Mobile Phone - Incoming call opens contact/case record

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Posted on by AndyDynamics 10

Can anyone advise the best way to have a contact record open in the Dynamics app when receiving a phone call from a number stored in Dynamics against a contact/case?
Using the Sales licence, would we be looking at coding or any 3rd party integrations? 


  • cloflyMao Profile Picture
    cloflyMao 25,208 on at
    RE: Mobile Phone - Incoming call opens contact/case record

    Hi Andy,

    There are telephone integration apps as 3rd party solution in https://appsource.microsoft.com/en-US/, 

    http://appsource.microsoft.com/en-us/product/dynamics-365/mscrm-addons.8e279033-8dfc-467e-a0bb-ec7128d2fd02?tab=Overview

    2654.zz.JPG

    It will be installed into CRM as a module like Sales or Service, 

    you could read the previous thread as reference:

    https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/367843/telephoneintegration-with-dynamics

    Regards,

    Cofly 

  • Wayne Walton Profile Picture
    Wayne Walton 13,728 on at
    RE: Mobile Phone - Incoming call opens contact/case record

    I'm fairly sure you'd have to build a phone app that integrates to Dynamics to make that happen.

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