Call center


This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Applies To: Microsoft Dynamics AX 2012 R3

Retail in Microsoft Dynamics AX 2012 R3 supports call centers as a type of retail channel. In a call center, workers take orders from customers over the phone and create sales orders.

Call center functionality includes features that are designed to make it easier to take phone orders and handle customer service throughout the order fulfillment process. Call center workers can enter payment information directly into the sales order. Workers can also view a detailed summary of charges and payments before they submit the order. Workers have options for controlling pricing, and can access various data about customers, products, and prices from the sales order form. Call centers also have enhanced functionality for tracking customer history and order status.

You can use both the Call center and Retail modules to perform key setup and configuration tasks for call centers. You can also use the Call center module to perform ongoing management of call center data.

Retail module

Key setup tasks for call centers are performed in the Retail module. Some of these tasks are as follows:

For more information about how to set up and use Retail, see Retail for application users.

Call center module

You can use the Call center module to configure and maintain many features that are used in the daily work of a call center. Here, you can set call center parameters and maintain data for call center orders and call center customers. For a full list of tasks that can be performed in the Call center module, see the table at the end of this topic.

You can also use this module to generate reports and perform inquiries about business processes for the call center.


Before you can fully use the Call center module, you must complete the following tasks in Microsoft Dynamics AX:

  • Set up parameters.

  • Import seed data.

  • Create tax codes and sales tax groups.

  • Set up number sequences.

  • Define currencies.

  • Select a language.

Call center at a glance

The following table lists some of the tasks that can be performed in the Call center module.

Important tasks


Configure parameters and initial settings.

Configuring parameters and initial settings (Call center)

Set up and use catalog source codes.

Set up catalog source codes

Enter a catalog source code

Create sales orders.

Creating sales orders for a call center

Create continuity programs and orders.

Set up continuity programs

View price details.

Enable price details on orders

Perform overrides for prices, discounts, and miscellaneous charges.

Apply price overrides

Apply discount overrides

Apply miscellaneous charge overrides

Apply payment to a sales order.

Apply payments in sales orders

Perform price matching.

Match prices for products

View margin alerts.

Set up margin alerts

Set up and use coupons.

Set up coupons for customer orders in the call center

Sell gift cards, and add funds to gift cards.

Sell gift cards or add funds to them

Manage credit card authorization.

Handle payment issues

Manage orders that are on hold because of payment issues, and process out-of-balance payments.

Handle payment issues

Approve check and credit card refunds.

Approve check and credit card refunds

Use installment billing, and process installment payments.

Work with installment billing

Set up default values for sales tax groups.

Set up automatic sales tax group assignments

Create direct delivery orders

Create direct deliveries

Expedite orders.

Expedite orders

Put orders on hold.

Work with sales order holds

Track order events and order status.

Set up order events

Viewing sales order status

Automatically notify customers about delayed orders, and cancel orders after the delay has passed a threshold.

Set up notification and cancellation for delayed orders

View additional item information.

Add images and customer service scripts to item information

Use scripts to guide worker interactions with customers.

Use directed selling

Use a customer service form to look up customers and sales orders, and track customer issues.

Working with customer service options

Import change-of-address files, and merge duplicate customers.

Working with customer service options

Perform RFM analysis, and track customer statistics.

Setting up customer statistics

Manage catalog requests.

Process a catalog request

Delete old sales order data, quotations, and returned orders.

Delete outdated sales orders for a call center

Create rules for handling fraud.

Setting up fraud rules

See also

Setting up and maintaining Call center

Working with Call center

Retail for application users