Make and receive Teams calls in Dynamics 365

Microsoft Teams dialer helps you to be more productive and get work done effectively by calling customers directly from within the Dynamics 365 Sales Hub app. You can make and receive calls through the Teams dialer.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium, Dynamics 365 Sales Enterprise, or Dynamics 365 Sales Professional
More information: Dynamics 365 Sales pricing
Security roles Any primary sales role, such as salesperson or sales manager
More information: Primary sales roles

Open Teams calls dialer

Note

Sign in to your sales app and select the phone (Phone icon.) icon in the upper-right corner of the page to open the Calls and view the dial pad.

Open Microsoft Teams dialer.

Important

The dialer won't work if third-party cookies are blocked in the private or incognito window of your browser. To use the dialer, select the Third-party cookie blocking icon in your browser and select Allow cookies.

Make calls with Teams

You can use Microsoft Teams to call a customer directly from the dialer, a record, or a work item in Dynamics 365.

Note

Verify that a valid phone number is associated with the Dynamics 365 records or work item.

To call a customer through a Dynamics 365 record

  1. Open a record. In this example, we're opening a contact record.

    In the Business Phone field, a phone number has been associated with the contact Anthony Pruitt.

    Open a contact record.

  2. Select Phone icon. corresponding to the phone number. The call is established.

    Select the phone icon to make call.

  3. (Optional) Select the ellipses (three-dots menu) in the dialer screen to change your microphone and speaker settings.

To call a customer from a work list item

  1. Go to My Work > Sales accelerator.

    Your work list opens. You can see the phone call activities that are pending for the day. In this example, the phone call activity for Nancy Anderson is pending for the day.

    Open your work list.

  2. Select Phone icon. corresponding to the work item.
    The Teams dialer opens, and the call is established.

    Note

    You can also use the Call option in the Up next widget to make the call.

To call a customer manually

  1. Open the Teams dialer.

  2. Enter the phone number of the customer, or search for the customer through dialer search box.

    Search for or call a phone number manually.

  3. Select Call.

Receive Teams calls in Dynamics 365

You can receive calls in Dynamics 365 Sales. When a call is received, a notification is displayed in the upper-right corner of the page, as shown in the following image:

Call receiving notification in Teams.

The caller name is automatically displayed when the phone number is associated with a record. For example, Kenny Smith is a lead and has the mobile number +1 123 456 7890 associated with his record. When you receive a call from +1 123 456 7890, the name Kenny Smith is automatically displayed; you can select the name in the notification to open the record.

Note

  • If a phone number is associated with more than one record, the notification will display up to 3 records and will indicate more records exist with this phone number. Select the appropriate record.
  • If you receive a call while you're on another call, the inbound call notification will provide an option to either end the current call and accept the incoming call, or to reject the incoming call and continue with the current call.
  • Currently, Dynamics 365 doesn't support incoming calls from Teams call queues. Contact your administrator if you're receiving calls from call queues in Dynamics 365.

To receive the call, select Answer. The Teams telephony panel opens and the call is connected.

A phone call activity is created and displayed on the timeline of the record. If the phone number is automatically resolved to a record, the Call From and Regarding fields of the phone call activity are automatically populated. If the received call isn't associated with any record, only a phone call activity is created. To associate the call with a record during the call, select the Details tab and then select Connect a record.

Call analysis

Configure conversation intelligence for real-time analysis of your call data with overview, summary, transcription, insights, and action items. More information: Get real-time call data through Teams call

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role.

  • Your administrator hasn't turned on the feature.

  • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box apps such as, the Sales Hub or Sales Professional app.

See also

Configure Microsoft Teams dialer
Get real-time call data through Teams call