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We have found internally that when CONTACTS in dynamics CRM are calling their personal phones their name (as saved in CRM) displays on the phone they are calling, as caller ID. This is happening even when the contact IS NOT saved in the phone address book, so this is somehow pulling from Dynamics CRM.
However this does not happen for LEADS. So when a lead is calling a member of the teams personal phone, and they exist in CRM, it is just showing the number they are calling off, not their name as the caller ID as it does for contacts.
Can anyone explain to me how this is set up, and why this is working for contacts not leads? All members of the team have the CRM app, so it should be pulling through?
We just need to ensure this is up and working for both contacts and leads.
Thanks
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