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Dynamics 365 Sales & Teams call integration

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Posted on by NL-25071352-0

Hi,

We're currently using Dynamics 365 Sales with Microsoft Teams call integration, and I’ve noticed a couple of issues that are affecting our workflow:

Duplicate Call Activities:
When a user initiates a Teams call from a scheduled phone call activity (e.g. one listed in the Sales Accelerator or created manually), Dynamics creates a new call activity instead of using the existing one.
This results in two records:
1. The original scheduled call (which remains open or unused)
2. A new, completed call generated by Teams
  This creates duplication and makes activity tracking messy. Is there any way to configure the integration to reuse the existing scheduled activity, or is this expected behaviour?
Notes Visibility on Timeline:
During a Teams call, users can enter notes in the call pane. However, these notes are not visible directly in the Timeline view of the associated record (Lead/Contact/Opportunity).
You have to click into the call activity, then into the Notes section, to see what was written.
Is there a way to allow the description to be used instead of notes, or for notes to be displayed in the phone call activity on the timeline?

These behaviours are making it harder for our team to manage call activities efficiently. I’d appreciate any guidance or workarounds, and would also be interested to know if Microsoft plans to address either of these in upcoming updates.

Categories:

Dynamics 365 general

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DAnny3211 11,417 Super User 2026 Season 1 on at

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Hi,

Both of the issues you’ve described are known limitations in the current Dynamics 365 Sales and Microsoft Teams call integration. Here's a breakdown of each point and some suggestions:

1. Duplicate Call Activities

This is currently expected behavior. When a Teams call is initiated—even from a scheduled phone call activity—Dynamics 365 logs it as a new completed activity, rather than updating the existing scheduled one. The original scheduled call remains open unless manually closed.

Workarounds:

Train users to manually complete or cancel the original scheduled activity after the Teams call is logged.

Consider using a Power Automate flow to detect and close scheduled calls that are superseded by completed ones within a certain time frame.

Monitor the release notes and roadmap, as Microsoft is aware of this behavior and may improve the linkage between scheduled and actual call activities in future updates.

2. Notes Visibility on Timeline

Currently, notes entered during a Teams call are stored in the Notes section of the phone call activity, but they are not surfaced in the Timeline unless explicitly added to the Description field.

Possible approaches:

Encourage users to enter key notes in the Description field during or after the call.

Use a Power Automate flow or plugin to copy the content from the Notes section to the Description field upon call completion.

Submit feedback via the Microsoft Ideas portal to request improved visibility of Teams call notes in the Timeline.

These limitations are common pain points for teams using the integration heavily. If your organization relies on accurate activity tracking, a combination of user training and light automation may help mitigate the impact.

Please verify if this response was helpful.

Best regards,
Daniele

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ANInnoSolutions 293 on at

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Hi NL-25071352-0,

based on the description, find possible answers below:

The issue you're encountering - where initiating a Teams call from a scheduled phone call activity in Dynamics 365 (D365) results in the creation of a new call activity instead of using the existing one - is a known behavior in D365 Sales, particularly when using the Sales Accelerator or manually created phone call activities.

This e.g. can happen, because both the Sales Accelerator and the Microsoft Teams dialer independently create phone call records. So when a user clicks to initiate a call via Teams, Dynamics doesn't link the call to the existing scheduled activity but instead logs a new, unrelated phone call record.

Possible resolutions:

1. Exclude phone call activities in sequences (if possible)

2. Custom development workaround with a workflow detecting and deleting similar call activities or relating them

3. User Training with process steps to avoid double entries (if possible)

For a more detailed resolution, just share screenshots or provide more information.

Rg,

Alexander

*Due to the complex and different possibilities of deploying Dynamics 365 I highly recommend not to setup the application without some expert/partner or support. (For more information contact me under anassl@inno-solutions.info or visit www.inno-solutions.de)

*The Information comes directly from the manufacturer or provider and are validated (not guaranteed) up to date of creation of the posting.

References:

Microsoft Licensing Guide

Microsoft Doc`s/Learn

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