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Microsoft Dynamics CRM forum

External incoming call pops up in both Teams and Dynamics

Posted on by 3
Dear Community,
I have troubles with the following situation. I turned on the Teams Dialer, so that the organization can receive incoming calls in Dynamics.
However, when getting called by an external number, both regular Teams and Dynamics ring. Also, two pop-ups, one in Teams and one in Dynamics are shown.
I do not want to get an incoming call pop-up of an external number in Teams, I want it only in Dynamics.

For incoming internal calls, I do want to only show a pop-up in Teams.
The users make use of one telephone number and a call queue for incoming external calls (so it is regular customer service usage).
I tried many things, like turning off the call queue in Teams, but then you won't get pop ups at all.
I also tried to damp notifications in Teams, but then it will damp it for all incoming calls and it is not wanted to do that for internal calls.

Does someone have a solution for this problem? As I think many organizations deal with this issue.

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