Microsoft Phone System integration with Dynamics365 CRM

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Occasional Visitor

Does anyone know if an integration between the Microsoft Phone System in Teams and Dynamics365 CRM is in the works?  Would like to switch from our existing cloud hosted phone system provider to Microsoft's phone system but need dialing/screen-pop capabilities integrated with CRM. 

3 Replies
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Hi @Kevin_Wydra, I'm not sure if you can expect a native integration for Teams Phone System and Dynamics365 in the near future. I'd say this is usually partner business.

 

There are a few partners who offer (third party) software services to integrate CRMs and telephony. E.g.

  • Anywhere365,
  • Luware,
  • LandisTechnologies
  • ...

The question is what are your requirements?

And is there a need for phone system integration or could maybe a bot integration or similar do the job? So, in case you need reverse number lookup and display a number based on your CRM etc. you probably need a third party software service/integration.

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@Erik Kleefeldt 

 

I completely agree that there absolutely should be native Screen pop (i.e. CRM PHONE CALL Activity) integration from MS Phone System to Dynamics 365. No need for a Vendor IMO. An incoming call should lookup via DID or DNIS match to a CRM phone number field and pop into Account, Contact, (lead if no match), Case or Opp. 

 

If we want to do better than Salesforce, then lets actually do better. This is but one really simple battle card item to do just that. We'll talk about call recording and outbound calling campaigns later.

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Any news about this crm / teams integration? maybe going to use teams phone system end would be nice to now a bit more about crm / teams integration...