Microsoft Teams calls with conversation intelligence

Article
01/11/2023
5 minutes to read

Set up integrated Teams calls with conversation intelligence so your sellers can call customers directly from Dynamics 365 and get real-time insights, rich call summaries, and more.

License and role requirements

Requirement type	You must have
License	Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise More information: Dynamics 365 Sales pricing
Security roles	System Administrator More information: Predefined security roles for Sales

Overview

Microsoft Teams dialer helps sellers to be more productive and get work done more effectively by calling customers directly from within the Dynamics 365 Sales Hub app. More information: Call using Microsoft Teams

Conversation intelligence uses analytics and data science to gather data from sellers' call recordings and Dynamics 365 Sales. Conversation intelligence analyzes the data to provide you with the information and insights to intelligently manage your sales team and proactively coach sellers. More information: Overview of Conversation Intelligence

Licensing options

When you set up Microsoft Teams calls with conversation intelligence with the Dynamics 365 Sales Enterprise license, there's no limit on the number of calls made through Microsoft Teams. However, you get three hours of conversation intelligence per user, per month. If you need more than three hours of conversation intelligence per month, upgrade to Dynamics 365 Sales Premium. Note that three hours of conversation intelligence refers to recording and processing time.

Set up Microsoft Teams calls with conversation intelligence

On the Get started with digital sales page, under Microsoft Teams calls with conversation intelligence, select Quick setup.

The Teams calls + conversation intelligence quick setup panel is displayed.

Note

To use Teams calls, sellers will need valid licenses for Microsoft Teams, Phone System, and Calling Plan or Direct Routing, in addition to assigned phone numbers. Learn more
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.
- 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.
- In the Enable for section, select one of the following options to provide permissions to users to view Microsoft Teams dialer:
  - All security roles: Select this option to provide access to view Microsoft Teams dialer to users in all the security roles in your organization.
  - Specific security roles: Select this option to specify security roles when you want to give access to view Microsoft Teams dialer to specific users.
Turn on the Recording with real-time transcription and insights toggle to allow sellers to record calls by using the Teams dialer and get the most out of every call with advanced conversation intelligence capabilities such as AI-powered insights, rich call summaries, and more.
- In the Enable for section, select one of the following options to provide permissions to users to record calls:
  - All security roles: Select this option to allow call recording by all the security roles in your organization.
  - Specific security roles: Select this option to allow call recording only by specific security roles.
Tip
- To implement the call recording capability in your entire organization, select All security roles.
- For a phased implementation in your organization, create different security roles for each group of users and then assign the security role accordingly.
Select Update.

After settings are enabled, sellers can make Teams calls to their customers from within the Dynamics 365 Sales Hub app. They can also record the calls and apply conversation intelligence capabilities to get the most out of every call.

Note

You can also enable Teams calling for other apps from the Advanced settings option on the Microsoft Teams calls setup page. More information: Configure Microsoft Teams dialer

Advanced settings

If you want to make advanced configurations for Teams calls and conversation intelligence settings, select Go to advanced conversation intelligence settings at the top of the quick setup panel. For information about advanced configurations, go to First-run setup experience of Microsoft Teams for conversation intelligence.

Advanced settings link in quick setup panel for Teams calls + conversation intelligence.

Monitor usage

As an administrator, you can monitor the number of call recordings made by your sellers over a period of up to six months.

If you're using conversation intelligence with your Sales Enterprise license, you get three hours of conversation intelligence per activated user per month. A warning symbol is displayed whenever the usage exceeds the monthly limit. Hover over the symbol to see the message. In such a case, users will need to be upgraded to the Sales Premium license to enjoy 10 hours per user per month call processing capacity. Additional expansion packs are also available. More information: Dynamics 365 Sales pricing

Important

The data in the usage panel is refreshed every 24 hours.

To monitor the usage of conversation intelligence

On the Get started with digital sales page, under Microsoft Teams calls with conversation intelligence, select Monitor usage.

The Conversation intelligence usage panel is displayed with the following information:
- Recorded calls: Displays the total recorded hours so far in the current month.
- Seller average: Displays the average number of recorded call hours per active seller in the current month.
- Usage this month:Displays the usage breakdown by sellers who have access to conversation intelligence. If the monthly limit is exceeded in a month (for Sales Enterprise license users), a warning symbol is displayed.
- Usage by seller over time: Displays the monthly usage of conversation intelligence for the last six months in a graphical format. The data displays the number of active sellers each month, and the breakdown of the number of sellers who exceeded the monthly limit and those sellers who didn't.

Turn off Teams calls and conversation intelligence

Select Go to advanced conversation intelligence settings at the top of the quick setup panel.
Turn off the Teams calls and Recording with real-time transcription and insights toggles.

Note

If you turn off Teams calls, Recording with real-time transcription and insights will also be turned off. However, you can turn off only conversation intelligence (call recording) and leave the Teams calling option on.
Select Update.