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Where to find Caller phone number in Dynamics for Customer Service Data model/Dataverse

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Posted on by Sergio Banguero

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Hello Experts,

We have a requirement to capture the caller id (phone number) in dynamics customer service for omnichannel voice.

In the conversation table in dataverse, I don't find it. I see Customer but I don't want to know who called, but the number used to call.

In the Data model I didn't find anything for it.

This should exist somewhere but I am struggling to pin point where it is! Any help is appreciated

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Dengliang Li Microsoft Employee on at

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Where to find Caller phone number in Dynamics for Customer Service Data model/Dataverse

Hi,

Caller is Customer. Therefore Caller's Phone number shows the value of the Phone field in Customer.
To access Customer, the security role needs to have read access to the entities Account and Contact in Customer.
Since the Details tab of the Conversation entity is a control, it is not possible to manually modify it to add the option to display the Caller Phone number.
It is recommended to propose this idea to the Microsoft official.

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Dengliang Li

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