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Hello everyone!
We are currently trying to build an integration between our phone system and Dynamics 365 to log important calls with customers. Our phone system (and the soft phone clients) has the functionality to open a URL in a browser on a incoming call (either automatically or manually by clicking a button) and to put some information (for example phone number) in the URL as query string parameters. So, on an incoming call we would like to open a new browser window, open the New Phone Call form and have some of the fields automatically filled.
I have partly achieved this already as I'm able to trigger the opening of a new web browser window/tab, opening the correct form and filling in some of the information (Phone Number, Direction and Call To) but I'm struggling with getting the Call From lookup field to automatically fill. I understand that I don't have enough information to achieve this as it requires the id, name and entity type of the entity to select but is there a way I could retrieve this information based on the Phone Number? Could i for example write a JavaScript to check if the filled in Phone Number belongs to an existing account and in that case retrieve the needed information to fill in the Call From field automatically? Do I have other options?
hope someone could help me with this problem?
Thanx in advance!
I used AMC telephony integration before and I think that's what they do behind the scenes. They find the contact / account based on the phone number. What they don't do though is opening the phone call activity right away. So in my opinion, you need to receive the phone call, find the account /contact and upon closing of that phone call, you need to generate a phone call activity. Their softphone popup handled looking up the contact/account and with a click of a button, they generated the activity.
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