Microsoft Dynamics 365 Customer Experience Analyst : Configure Teams calling and dialer

Configuring Teams Calling and Dialer in Dynamics 365 Sales enables seamless communication directly within the CRM, improving productivity and collaboration for sales teams. This integration allows users to make, receive, and log calls through Microsoft Teams without leaving the Dynamics 365 Sales interface. By connecting Teams with Dynamics, users can initiate calls directly from contact, lead, or opportunity records using the embedded Teams dialer. Administrators can configure the Teams Calling settings by enabling the feature in the Dynamics 365 app settings, linking users’ Teams accounts, and managing permissions through the Microsoft 365 admin center. Call details, including duration, participants, and notes, can be automatically captured and associated with the relevant records in Dynamics. This unified experience not only reduces context switching but also enhances relationship management by keeping all communication history within a single platform, ensuring sales agents have a complete view of their customer interactions.


Microsoft Teams Calling and Dialer integration in Dynamics 365 Sales allows sellers to make and receive calls directly within Dynamics 365—without switching between apps.

It brings together collaboration, communication, and CRM data to improve sales efficiency and customer engagement.

With this feature, salespeople can:

  • Call leads, contacts, or accounts directly from record pages.
  • Use the embedded dialer powered by Microsoft Teams.
  • Log calls automatically to the timeline.
  • Take notes and create follow-up activities—all within Dynamics.


1. Prerequisites

Before enabling Teams Calling in Dynamics 365 Sales, ensure that the following requirements are met:

Licensing Requirements

  • Dynamics 365 Sales Enterprise or Premium license.
  • Microsoft Teams license with Phone System and Calling Plan (or Direct Routing).
  • Both services must be under the same Microsoft 365 tenant.

Permissions

  • System Administrator or Sales Manager role in Dynamics 365.
  • Admin access to Microsoft 365 Teams Admin Center.

2. Enable Microsoft Teams Integration

  1. In Power Platform Admin Center, go to:
  2. Environments → [Select your environment] → Settings → Integration → Microsoft Teams Integration.
  3. Toggle “Enable Microsoft Teams collaboration” to On.
  4. Save the configuration.
  5. Optionally, enable “Allow chat and calling” features for Dynamics users.

This step ensures that Dynamics 365 records can display Teams chat and call options.

3. Configure Teams Dialer

  • Open Dynamics 365 Sales Hub.
  • Navigate to:
    • App Settings → Productivity Tools → Teams dialer.
  • Enable the Teams dialer feature.
  • Choose one of the modes:
    • Embedded Dialer – makes and receives calls directly inside Dynamics.
    • Pop-out Dialer – opens a separate Teams window for calls.
  • Save and publish the settings.

4. Connecting User Accounts

Each user must be signed into Teams with the same Microsoft 365 credentials used in Dynamics 365.

When signed in, the Teams icon (📞) appears in Dynamics record forms (like Lead, Contact, or Opportunity).

Clicking the icon opens the dialer to start a call.

5. Call Logging and Data Capture

When a call is made or received:

  • The call is automatically logged in the Activity Timeline of the corresponding record.
  • Notes and follow-ups can be created directly within the call panel.
  • Call metadata (start time, duration, participants) is stored.

You can configure this under:

App Settings → Sales Insights → Calls and Notes.

6. Optional: Enable Conversation Intelligence (Premium Feature)

If you’re using Dynamics 365 Sales Premium, you can enable Conversation Intelligence, which:

  • Analyzes recorded Teams calls.
  • Identifies keywords, sentiment, and competitor mentions.
  • Provides insights into seller performance and customer sentiment.

Configuration path:

App Settings → Sales Insights Settings → Conversation Intelligence.

7. Troubleshooting & Validation

If Teams dialer doesn’t appear:

  • Verify that the Teams app is enabled for the Dynamics environment.
  • Check user licenses (must have Teams Phone System).
  • Clear browser cache and sign out/in again.
  • Confirm that Microsoft Teams integration is turned on in the Power Platform Admin Center.
Summary:

Configuring Teams Calling and Dialer in Dynamics 365 Sales allows users to make and receive calls directly within the Dynamics 365 interface, streamlining communication and improving productivity. By integrating Microsoft Teams with Dynamics 365, sales professionals can call leads, contacts, and opportunities without switching applications. The setup involves enabling Teams integration in the Power Platform admin center, activating the Teams dialer within the Sales Hub app settings, and ensuring users have the necessary Teams and Dynamics licenses. Once configured, calls can be initiated through embedded or pop-out dialers, and all call details—such as duration, participants, and notes—are automatically logged in the activity timeline. This unified experience helps sales teams maintain complete communication records, collaborate efficiently, and gain insights from customer interactions.

Comments

Post a Comment

Popular posts from this blog

Effective Strategies for Debugging Plugins in Dynamics CRM

Image
In a recent interview, I was asked about debugging plugins in Dynamics CRM. The interviewer specifically wanted to know my approach to plugin debugging. In response, I mentioned using the Plugin Registration Tool profiler. However, I later realized there are multiple methods to debug plugins in Dynamics CRM/Dataverse, each essential for efficient troubleshooting. Debugging plays a crucial role in development, and having a solid understanding of various debugging approaches can help streamline issue resolution in Dynamics 365. Here, I'll explore different techniques for debugging plugin code. There are below options to use in the plugin in Dynamics CRM/Dataverse ITracingService : In Dynamics CRM plugin development, ITracingService is a service provided within the plugin's execution context that logs information for tracing and debugging. It allows developers to capture real-time. Plugin Profiler : A plugin profiler in Dynamics CRM (or Dataverse) is a debugging tool in the Plugi...
Read more

Connecting the Dots: FetchXML and Web API Integration in Dataverse

Image
 In Dataverse, FetchXML and the Web API are two powerful mechanisms for retrieving data and interacting with entities. Here's a brief overview of each and how they can be integrated: 1.    FetchXML :      -   Definition:   FetchXML is a proprietary query language used in Microsoft Dynamics 365 and Dataverse for querying data from entities.    -   Usage:   FetchXML queries can be used to retrieve data based on complex criteria, perform aggregations, and filter records.    -   Features:   FetchXML supports various query expressions, including conditions, sorting, grouping, and aggregation functions.    -   Integration:   FetchXML queries can be executed programmatically using client-side scripting, server-side code, or through tools like the Dynamics 365 Web API. 2.    Web API :      -   Definition:  ...
Read more

Exploring the Differences: Managed vs. Unmanaged Solutions in Dynamics CRM/Dataverse

Image
In Dynamics CRM/Dataverse, solutions are central to Application Lifecycle Management (ALM) , providing a structured way to manage, package, and distribute customizations across environments. Microsoft uses solutions to transfer apps and customizations by exporting them from one Dataverse environment and importing them into another.  Each solution is authored and maintained by a publisher and includes components like Power Apps (canvas and model-driven), flows, entities, forms, connectors, web resources, and configurations—excluding business data. Solutions streamline ALM practices within Microsoft Power Platform. In Dynamics CRM/Dataverse, there are two types of solutions: Managed and Unmanaged . When planning an implementation, it’s important to understand the advantages and disadvantages of each to make an informed decision. Let’s explore both types to determine the best approach for development and deployment. In Dynamics 365 CRM, a managed solution is a fully packaged solution ...
Read more

L1, L2, and L3 Support Explained

Image
  L1, L2, and L3 Support Explained In IT and software support, L1 (Level 1), L2 (Level 2), and L3 (Level 3) represent different tiers of technical support, each handling issues of varying complexity. 1️⃣ L1 Support (Level 1 - Frontline Support) Role: First point of contact for users/customers Responsibilities: Handles basic issues such as password resets, user access, and general troubleshooting. Uses a knowledge base or predefined scripts to resolve common problems. Escalates complex issues to L2 if not resolved. Communicates with customers via phone, chat, or email. Records tickets in a helpdesk system (e.g., ServiceNow, Jira, Zendesk). 🔹 Example: A user is unable to log in due to incorrect credentials → L1 resets the password. 2️⃣ L2 Support (Level 2 - Technical Support) Role: More in-depth troubleshooting and problem-solving Responsibilities: Resolves moderate to complex technical issues that L1 cannot handle. Analyzes logs, configurations, and system...
Read more

Model-Driven Apps Command Bar: A Guide to PrimaryControl and SelectedControl

Image
The command bar in Power Apps model-driven apps is a toolbar that lets users perform actions. You can customize it by adding buttons that run your own logic, either using Power Fx or JavaScript. This logic can work with a single data record or multiple records, depending on where the button is placed. The CrmParameter in the ribbon of Dynamics CRM (now Dynamics 365) is a special parameter used in the ribbon's button definitions or commands. It provides contextual information about the entity or record within the CRM system when the ribbon button is clicked. Purpose of CrmParameter CrmParameter is primarily used to pass specific CRM-related data to a custom JavaScript function, URL, or command action. It helps in retrieving dynamic data based on the current context, such as entity IDs, selected records, or even the page's user interface settings. 1. PrimaryControl Definition : Refers to the main form context or entity record currently being displayed or interacted with in the ap...
Read more

How to Write and Understand a Dynamics CRM Plugin

Image
 Here’s a sample plugin code in Dynamics CRM written in C#, along with a detailed explanation of each line. This plugin will update the "Description" field of an entity whenever a record is created. Sample Plugin Code using System; // For basic .NET types using Microsoft.Xrm.Sdk; // Provides key interfaces for CRM plugin development using Microsoft.Xrm.Sdk.Query; // For performing queries against CRM data namespace SamplePluginNamespace // Custom namespace for the plugin { public class SamplePlugin : IPlugin // Plugin class implementing the IPlugin interface { public void Execute(IServiceProvider serviceProvider) { // STEP 1: Retrieve the context of the plugin IPluginExecutionContext context = (IPluginExecutionContext)serviceProvider.GetService(typeof(IPluginExecutionContext)); if (context.MessageName != "Create" || context.St...
Read more

Stop Struggling with Plugins: Learn IOrganizationService the Smart Way

Image
Have you ever deployed a Dataverse plugin, only to watch it fail silently or act unpredictably? Most of the time, the missing piece is understanding how to communicate with Dataverse the smart way—using IOrganizationService . In the world of Dataverse, every plugin waits for its turn when something changes. The plugin looks around and wonders, “How do I talk to the database?” That’s when IOrganizationService steps in like a trusted messenger, ready to carry out requests and bring back results. “ Need to create a record? I can handle that,” it says. “ Want to update or delete data safely ? Leave it to me.” It even speaks the secret language of Dataverse messages like Assign and SetState . But it never works alone— IOrganizationServiceFactory brings it to life, deciding whether it should act as the user or as the powerful system account. Working together with IPluginExecutionContext , it always knows who triggered the action, which record is involved, and when to respond. What is IOrgan...
Read more

Decode and Fix: “This Data Type is Unsupported for Evaluation” in Power Apps

Image
 One common frustration when building Canvas Apps over Dataverse is encountering this cryptic error:  “This data type is unsupported for evaluation” This message typically appears when Power Apps cannot process or render a specific Dataverse column type within a control or formula. While it may seem vague, it’s usually tied to specific patterns involving complex column types or runtime data structure mismatches. In this blog, we'll explore common causes, scenarios, and practical fixes from both a developer and architectural standpoint. Root Causes of the Error 1. Polymorphic Lookups Dataverse supports polymorphic relationships (e.g., `Owner`, `Customer`, `Regarding`) that can point to multiple entity types. These lookups can't be directly evaluated in Power Apps unless you cast the reference explicitly. Use: If(     IsType(ThisItem.Customer, Account),     AsType(ThisItem.Customer, Account).Name,     AsType(ThisItem.Customer, Contact).FullName ) 2....
Read more

Architect’s Blueprint: How IPluginExecutionContext Powers the Plugin Pipeline

Image
 When a plugin executes in Dataverse, the IPluginExecutionContext acts like a navigator for the entire journey. It tells the plugin which message triggered the execution (such as Create, Update, or Delete), which entity and record are involved, and who initiated the action. It also provides critical runtime data, including pipeline stage, transaction behavior, depth for recursion control, and pre/post entity images . This contextual awareness allows the plugin to make smart decisions: whether to proceed, modify data, trigger additional operations, or abort the transaction. It also ensures that any changes are atomic—if one step fails, the entire transaction can roll back to maintain data integrity. For solution architects, this understanding translates into better design decisions, such as when to run logic synchronously or asynchronously, how to prevent recursive loops, and how to leverage pre/post images for auditing and automation. In essence, IPluginExecutionContext is the co...
Read more

Microsoft Dataverse : A Complete Storage

Image
Database generally refers to organized and structural databases that improve data storage and access performance, but E. F. Cod was given a new concept called relational database in 1970s. In the continuous journey of databases, object oriented, NoSQL, graphs and other new database concepts are added. Nowadays, Microsoft Dataverse defines a new definition of database that lets users design their own data model without writing single code. Microsoft Dataverse is cloud based managed service which provides  data service and app platform. Microsoft Dataverse is a combination of several Azure services, being exposed through the API layer which makes it easy to request data, but also allows it to be managed through the API layer. It is easy to manage and secure data with rich metadata, logic and validation layer with multiple productivity tools. All components  created in Dataverse are held as Metadata. This means the components are discoverable and the properties for components are...
Read more