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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Identify calls via the...
Customer experience | Sales, Customer Insights,...
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Identify calls via the application

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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.
 
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    Muhammad.Affan Profile Picture
    Muhammad.Affan Moderator on at
  • Suggested answer
    Saif Ali Sabri Profile Picture
    Saif Ali Sabri 2,354 Moderator on at

    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.

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