Configure Microsoft Teams dialer

Microsoft Teams dialer helps sellers make Teams calls to customers directly from within Dynamics 365 Sales.

Note

You can also enable Teams dialer through quick setup (with the Dynamics 365 Sales Enterprise license). More information: Microsoft Teams calls with conversation intelligence

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 System Administrator
More information: Predefined security roles for Sales

How to configure the dialer?

As an administrator, you must configure Microsoft Teams dialer to enable sellers to make and receive calls from Dynamics 365.

  1. Review the prerequisites.
  2. Configure the dialer.

Review the prerequisites

Ensure that you meet the following requirements before you configure Microsoft Teams dialer in the Sales Hub app:

  • You have a license for using Microsoft Teams. Any Microsoft Teams license will work. For more information, see Microsoft Teams add-on licenses.

  • Your organization has a phone system installed, with a valid license to use it. For more information about setting up the phone system, see Set up Phone System in your organization.

  • If you're planning to enable the dialer for specific security roles, ensure that users who need access to the dialer are assigned to one of those security roles. For more information, see Assign security roles to users.

  • Ensure that the security roles of users who will be accessing the Teams dialer have read privileges to the following records:

    • Under the Core Records tab, read access to Note
    • Under the Custom Entities tab, read access to Teams Dialer Admin settings
      For more information about how to verify privileges and edit a security role, see Edit a security role.

    Note

    When you enable Microsoft Teams dialer, other telephony systems that are connected to the Dynamics 365 app through Dynamics 365 Channel Integration Framework will stop working for users to whom Teams dialer is enabled. As an administrator, you can deactivate or delete the phone system in the Channel Integration Framework app.

Configure the dialer

  1. In the Sales Hub app, go to App settings, and under General settings, select Teams calls.

    Note

    If you are a Sales Professional customer, append the following parameters to your Dynamics 365 org URL to open the Teams calls configuration page:
    pagetype=control&controlName=MscrmControls.TeamsDialerSettings.DialerSettingsHostControl
    Example: https://contoso.crm.dynamics.com/main.aspx?pagetype=control&controlName=MscrmControls.TeamsDialerSettings.DialerSettingsHostControl
    Alternatively, you can add the configuration page to your Sales Professional app's sitemap by adding a subarea.

    Microsoft Teams calls configuration page.

  2. Turn on Teams calls.

    By default, the following options are turned on:

    • Answer incoming calls in Dynamics 365 Allows sellers to receive Teams calls in Dynamics 365 Sales. If you turn it off, sellers can only make outgoing Teams calls from within Dynamics 365.

      Important

      Currently, Dynamics 365 doesn't support incoming calls from Teams call queues. If your organization has set up call queues, turn off the Answer incoming calls in Dynamics 365 option.

    • Internal call will ring only in the Teams app, not in Dynamics 365 Indicates that calls from internal users won't ring and won't be tracked in Dynamics 365. In this case, calls from external contacts will ring in Dynamics 365 and internal calls will ring only in Teams. You can clear the checkbox if you want sellers to receive both external and internal calls in Dynamics 365.

  3. In the Security role section, select one of the following options to provide permissions to users to access Microsoft Teams dialer.

    Option Description
    All security roles Allows all the security roles to access Microsoft Teams dialer.
    Specific security roles Allows only the selected security roles to access Microsoft Teams dialer.
    Note:
    - Ensure that the security roles you’ve selected are associated with the root business unit (top level in the business unit hierarchy). If not, the users will not see the Teams dialer in the Sales Hub app. More information: Create or edit business units
  4. Select Advanced options, and in the Select app drop-down list, select the apps in which you want to make the dialer available. By default, Sales Hub is selected.

    Note

    Teams dialer is not supported for Dynamics 365 canvas apps.

  5. (Optional) Enable call recording and get real-time transcription and insights through conversation intelligence:

    1. Turn on Recording with real-time transcription and insights.
    2. Select the security roles for which you want to enable recording.
    3. Select Go to advanced conversation intelligence settings to configure more options related call recording, keyword to track, call summary and so on. For more information, see First-run setup in conversation intelligence app.
  6. Save and publish the configuration. A confirmation message is displayed, and the Microsoft Teams dialer is enabled in your organization for selected security roles in the selected app.

    Note

    You must refresh the configuration page to make the changes available in the application. Users must refresh their page to see the dialer.

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

Microsoft Teams integration
Call using Microsoft Teams
Call a customer
View and understand call summary pages