Overview

Microsoft Dynamics 365 is an enterprise CRM and ERP platform deeply integrated with Microsoft 365 ecosystem. The Cloud-PBX integration brings comprehensive telephony features to Dynamics 365, enabling seamless communication with complete business context.

Key Features:

• Screen pop with accounts, contacts, leads, opportunities, and cases
• Automatic call logging to timeline (phone call activities)
• Click-to-call from any Dynamics entity
• Native Dynamics interface integration
• Call recording embedded in activities
• Integration with Power Automate (Flow)
• Power BI call analytics
• Support for custom entities and apps

Benefits:

• Unified Microsoft ecosystem (Teams, Office, Dynamics)
• Enterprise security and compliance
• Advanced automation with Power Platform
• Comprehensive business intelligence
• Industry-specific solutions (Sales, Service, Field Service)

Features

Screen Pop

Incoming calls automatically display Dynamics 365 records:

Search Entities:

1. Contacts: Customer contact records
2. Accounts: Company/organization records
3. Leads: Potential customers
4. Opportunities: Sales deals
5. Cases: Customer service cases
6. Custom Entities: Industry-specific records

Unified Interface Screen Pop:

Incoming Call: +1-206-555-0123
↓
Dynamics 365 Search: All entities by phone
↓
Match Found: Jessica Martinez (Contact)
↓
Information Panel Displays:
──────────────────────────────────────────
Contact: Jessica Martinez
Job Title: Chief Information Officer
Account: Contoso Manufacturing
Phone: +1-206-555-0123 (Business Phone)
Email: [email protected]
Owner: Alex Rivera

Business Card:
  - Company: Contoso Manufacturing
  - Industry: Manufacturing
  - Annual Revenue: $125M
  - Relationship: Customer (since 2019)
  - Account Manager: Alex Rivera
  - Support Tier: Premium

Timeline:
  - Email: Contract renewal discussion (2 days ago)
  - Appointment: Quarterly business review (last week)
  - Phone Call: Technical support (2 weeks ago, 18m)
  - Opportunity: System Upgrade ($250K) - Develop stage

Open Opportunities:
  - Cloud Migration Project ($250,000) - Develop (60%)
  - Additional Licenses ($45,000) - Qualify (40%)

Active Cases:
  - CASE-12489: API Integration Assistance (High Priority)
  - CASE-12501: Feature Request (Normal Priority)

Health Score: 82/100 (Healthy)
Contract: Expires in 90 days
Lifetime Value: $1.2M
──────────────────────────────────────────

App Side Pane: Screen pop appears in Dynamics side panel without navigating away from current work.

Automatic Call Logging

Every call creates a Phone Call Activity in Dynamics 365:

Phone Call Activity Fields:

• Subject: Call with [Contact/Lead Name]
• Direction: Incoming or Outgoing
• Call Date: Date and time with timezone
• Duration: Call length in minutes
• Status: Open, Made, Received, Cancelled
• Regarding: Related record (Account, Opportunity, Case)
• Owner: Dynamics user who handled call
• Priority: Normal, High, Urgent
• Category: Custom categorization
• Subcategory: Custom subcategorization
• Description: Call notes and summary
• Custom Fields: Call outcome, recording URL, quality score

Timeline Activity:

📞 Phone Call
Subject: Call with Jessica Martinez - Contract Renewal Discussion
Direction: Outgoing
Date: Today at 11:30 AM
Duration: 22 minutes
Status: Made
Owner: Alex Rivera
Priority: High
Call Outcome: Follow-up Required

Description:
Discussed upcoming contract renewal and cloud migration project.

Key Discussion Points:
- Contract renewal: Jessica confirmed budget approved
- Timeline: Decision expected by end of Q4
- Cloud migration: Technical concerns about downtime
- Integration: Needs seamless integration with SAP ERP
- Security: Requires SOC 2 compliance documentation

Customer Sentiment: Positive but cautious
Decision Makers: Jessica (CIO) + CFO approval needed
Competition: Evaluating two other vendors
Price Sensitivity: Medium (value-focused)

Action Items:
- Send SOC 2 documentation (today)
- Schedule technical workshop on zero-downtime migration
- Prepare proposal with 3-year pricing options
- Coordinate with SAP integration team

Recording: [Play Recording] (22m 15s)

Regarding: Contoso Manufacturing (Account)
Related:
  - Opportunity: Cloud Migration Project ($250,000)
  - Contact: Jessica Martinez (CIO)
  - Task Created: Send compliance documentation (due: today)
  - Task Created: Schedule technical workshop (due: +3 days)

Click-to-Call

Call from Any Dynamics Entity:

Dynamics Command Bar: Cloud-PBX adds call button to Dynamics command bar for quick dialing.

Call Flow:

1. Click phone icon in Dynamics record
2. Cloud-PBX desktop client activates
3. Call initiates on selected device (desk phone, softphone, mobile)
4. Call status displayed in Dynamics
5. During call: Update record, add notes in real-time
6. End call: Phone Call activity auto-created

Power Automate Integration

Automate Business Processes from Calls:

Example Flow 1: High-Value Opportunity Alert:

Trigger: Phone Call Activity is created
Conditions:
  - Regarding = Opportunity
  - Opportunity Estimated Revenue > $100,000
  - Call Direction = Incoming
  - Call Duration > 5 minutes

Actions:
  - Send Teams message to Sales Director
    "High-value opportunity call: [Opportunity Name] - [Contact]"
  - Update Opportunity:
    - Priority = High
    - Estimated Close Date = +30 days
  - Create Task: "Send proposal" (due: +2 days)
  - Add to Campaign: High-Value Follow-up Sequence
  - Post to Yammer: Sales team updates

Example Flow 2: Case Escalation:

Trigger: Phone Call Activity is created
Conditions:
  - Regarding = Case
  - Case Priority = High or Urgent
  - Call Outcome contains "Unresolved" or "Escalate"
  - Call Duration > 10 minutes (extended support call)

Actions:
  - Update Case:
    - Escalate to: Tier 2 Support
    - Status Reason: Escalated
    - Priority: Urgent (if not already)
  - Assign Case: Senior Support Team (queue)
  - Send Email: Escalation notification to case team lead
  - Create Phone Call Activity: "Follow-up call" (schedule: +1 hour)
  - Update Service Level: Reset SLA clock for escalation

Example Flow 3: Lead Qualification:

Trigger: Phone Call Activity is created
Conditions:
  - Regarding = Lead
  - Call Direction = Outgoing
  - Call Duration > 3 minutes
  - Call Outcome = "Qualified"

Actions:
  - Qualify Lead: Create Account, Contact, Opportunity
  - Update Opportunity:
    - Sales Stage: Qualify
    - Estimated Revenue: [From lead scoring]
    - Estimated Close Date: +90 days
    - Owner: [Original lead owner]
  - Create Task: "Send welcome email" (due: today)
  - Add Contact to Marketing List: "New Opportunities"
  - Send internal email: Notify sales manager of qualification

Power BI Call Analytics

Call Intelligence Dashboards:

Sales Call Performance Dashboard:

Power BI → Import Data from Dynamics 365

Data Sources:
  - Phone Call Activities
  - Opportunities
  - Accounts
  - Users (Sales Team)

Metrics:
  - Total Calls (by direction, by owner)
  - Average Call Duration
  - Calls per Opportunity Stage
  - Conversion Rate (calls → closed-won)
  - Response Time (inbound call pickup)
  - Call Volume Trends
  - Call Outcome Distribution

Visualizations:
  - Call Volume Trend (line chart)
  - Calls by Owner (bar chart)
  - Call Outcome Funnel
  - Average Duration by Stage (column chart)
  - Heat Map: Call activity by day/hour
  - KPI Cards: Total calls, avg duration, connect rate

Filters:
  - Date Range (this quarter, last 30 days, etc.)
  - Owner (sales rep selection)
  - Business Unit
  - Call Outcome

Customer Service Call Dashboard:

Data Sources:
  - Phone Call Activities
  - Cases
  - Service Level Agreements
  - Queue Items

Metrics:
  - Average Handle Time (AHT)
  - First Call Resolution Rate
  - Abandoned Call Rate
  - Service Level Met (%)
  - Calls by Case Priority
  - Agent Availability and Utilization

Insights:
  - Peak call times (staffing optimization)
  - Common call issues (knowledge base gaps)
  - Resolution time by case category
  - Agent performance comparison

Setup Guide

Settings → About
Version: Dynamics 365 Online (or on-premises with IFD)

Advanced Settings → Customizations → Developer Resources
→ Service Root URL
→ Web API Endpoint
Should be accessible

Dynamics User               Cloud-PBX User
──────────────────────────────────────────────
[email protected]        →   [email protected] ✓
[email protected]       →   [email protected] ✓
[email protected]    →   Not Mapped ✗ (external user)

Settings → Integrations → Dynamics 365 → User Mapping

Cloud-PBX User          Dynamics 365 User
────────────────────────────────────────────
Alex Rivera        →    [email protected]
Maria Garcia       →    [email protected]
John Smith         →    [email protected]

Settings → Integrations → Dynamics 365 → Screen Pop

Enable Screen Pop: Yes

Search Entities:
  ☑ Contacts (Priority: 1)
  ☑ Accounts (Priority: 2)
  ☑ Leads (Priority: 3)
  ☑ Opportunities (Priority: 4)
  ☑ Cases (Priority: 5)
  ☐ Custom Entities: [Select if needed]

Pop Behavior:
  Display: Side pane (Unified Interface)
  Multiple Matches: Show list for selection
  No Match: Offer to create new Lead

Phone Matching:
  ☑ Fuzzy matching (ignore formatting)
  ☑ Search all phone fields
  ☑ International format support
  Match Fields:
    - Contacts: Business Phone, Mobile Phone, Home Phone
    - Accounts: Main Phone
    - Leads: Business Phone, Mobile Phone

Settings → Integrations → Dynamics 365 → Call Logging

Entity: Phone Call (phonecall)

Standard Fields:
  ☑ Subject (auto-generate: "Call with [Contact Name]")
  ☑ Direction Code (Incoming/Outgoing)
  ☑ Call Start Time
  ☑ Actual Duration (minutes)
  ☑ Status (Completed)
  ☑ Priority (Normal/High based on rules)
  ☑ Regarding (Account, Opportunity, Case)
  ☑ Description (call notes)

Custom Fields (create if needed):
  - Call Recording URL (cloudpbx_recordingurl)
  - Call Outcome (cloudpbx_outcome)
  - Call Quality Score (cloudpbx_qualityscore)
  - Call Direction (cloudpbx_direction)

Auto-Association Rules:
  ☑ Link to Contact (matched by phone)
  ☑ Link to Account (from contact's parent account)
  ☑ Link to Opportunity (if open opp exists for contact)
  ☑ Link to Case (if open case exists)

Post-Call Actions:
  ☑ Create follow-up task (optional)
  ☑ Trigger Power Automate Flow
  ☐ Update opportunity stage (manual)

Dynamics 365 → Settings → Customizations → Customize the System

Entities → Phone Call → Fields → New

Field 1:
  Display Name: Call Recording URL
  Name: cloudpbx_recordingurl
  Data Type: Single Line of Text (URL format)
  Max Length: 500

Field 2:
  Display Name: Call Outcome
  Name: cloudpbx_outcome
  Data Type: Option Set
  Options: Connected, No Answer, Voicemail, Busy, etc.

Save and Publish Customization

Subject: New Phone Integration in Dynamics 365

We've integrated Cloud-PBX with Dynamics 365!

Key Features:
✅ Incoming calls show customer info automatically
✅ Click phone numbers to call instantly
✅ All calls logged automatically to timeline
✅ Call recordings available in activities

How to Use:
1. Click any phone number in Dynamics to call
2. When calls arrive, customer info pops up
3. Add notes during or after call
4. Call automatically logged - no manual entry!

Training: [Video Tutorial] | [Quick Start Guide]
Support: IT Helpdesk x1234

Advanced Configuration

Custom Entity Integration

Integrate with Industry-Specific Entities:

Example: Real Estate Industry

Custom Entity: Property (new_property)
Fields: Property Address, Property Phone, Listing Agent

Integration Setup:
  Settings → Dynamics 365 → Custom Entities

  Add Entity: new_property (Property)
    Display Name: Property
    Primary Field: new_propertyaddress
    Phone Field: new_propertyphone
    Enable Screen Pop: Yes
    Enable Call Logging: Yes
    Call Association: Link to Property record

Usage:
  - Call from property phone → Screen pops property details
  - Call logged to property timeline
  - Associate with related entities (Contact, Opportunity)

Field Service Integration

For Dynamics 365 Field Service:

Settings → Integrations → Dynamics 365 → Field Service

Enable Field Service: Yes

Features:
  ☑ Click-to-call from Work Orders
  ☑ Call field technicians (mobile numbers)
  ☑ Log calls to Work Order timeline
  ☑ Emergency dispatch via phone
  ☑ Customer call-ahead notifications

Work Order Call Integration:
  - Dispatcher calls technician about urgent work order
  - Call logged to work order record
  - Technician status updated automatically
  - Customer notified of technician ETA via SMS

Unified Service Desk (USD) Integration

For Contact Center Operations:

Integration with USD:
  - Screen pop appears in USD hosted control
  - Call controls integrated into USD toolbar
  - Agent scripts triggered by call events
  - Queue management and routing
  - Real-time supervisor monitoring

Benefits:
  - Unified agent desktop experience
  - No context switching
  - Streamlined call handling
  - Improved agent productivity

Troubleshooting

OAuth Authentication Issues

Problem: "AADSTS65001: User or administrator has not consented"

Solution:

Azure Portal → App Registrations → Cloud-PBX for Dynamics 365
→ API Permissions → Grant admin consent for [organization]
→ Confirm all permissions show "Granted" status

Problem: "Invalid redirect URI"

Solution: Verify redirect URI exactly matches:

https://admin.voco.us/auth/dynamics365/callback

No trailing slash, correct subdomain, https (not http).

Call Logging Issues

Problem: Phone Call activities not being created

Diagnostic Steps:

1. Check Integration Status:

   Settings → Integrations → Dynamics 365 → Status
   Should show: Connected ✅

2. Verify User Mapping: Agent must be mapped to Dynamics user

3. Check Security Roles:

   Dynamics 365 → Settings → Security → Security Roles
   → User's role must have:
     - Create: Phone Call activities
     - Append: Contacts, Accounts, Leads
     - Append To: Phone Call activities

4. Review Dynamics Logs:

   Advanced Settings → System → System Jobs
   → Filter: Failed jobs
   → Look for: Web API errors

5. API Throttling: Dynamics 365 has API limits (verify not exceeded):

   • Service Protection Limits: 6,000 requests per 5 minutes per user

Screen Pop Issues

Problem: No screen pop or wrong record

Phone Format: Ensure phone formats match:

Dynamics: +1-206-555-0123
Incoming: 2065550123

Enable: Normalize Phone Numbers
  - Strip country codes
  - Remove special characters
  - Match last 10 digits (US) or 8-9 (international)

Multiple Records with Same Phone:

Settings → Screen Pop → Duplicate Handling

Options:
  - Show most recently modified
  - Show Contact over Lead over Account
  - Display selection dialog (user chooses)

Best Practices

Dynamics 365 Reports

Call Activity Report:

Dynamics 365 → Reports → New Report

Report Type: Phone Call Activities
Group By: Owner, Direction, Status
Filters:
  - Activity Date: This Quarter
  - Status: Completed
  - My Team's Activities

Chart: Bar chart showing calls per user

Security and Compliance

Field-Level Security:

Dynamics 365 → Settings → Security → Field Security Profiles

Profile: Call Recording Access
Secured Fields:
  - cloudpbx_recordingurl (URL)
  - cloudpbx_qualityscore (score)

Permissions:
  - Sales Managers: Read
  - System Administrators: Create, Read, Update
  - Standard Users: No Access

Rationale: Protect sensitive call recordings

Microsoft Ecosystem Integration

Microsoft Teams Integration

Cloud-PBX + Dynamics + Teams:

Unified Experience:
  - Phone calls via Cloud-PBX
  - Meetings and chat via Teams
  - CRM data in Dynamics 365
  → All integrated

Features:
  - Call from Dynamics, presence synced to Teams
  - Screen pop shows Dynamics record during Teams call
  - Call logged to Dynamics after Teams meeting
  - Teams chat references Dynamics records

Office 365 Integration

Click-to-Call from Outlook:

With Microsoft 365 integration:
  - Outlook contact → Synced with Dynamics
  - Click phone in Outlook → Call via Cloud-PBX
  - Call automatically logged to Dynamics

Benefit: Unified contact management across Outlook and Dynamics

Frequently Asked Questions

Q: Does this work with Dynamics 365 On-Premises? A: Yes, if Internet-Facing Deployment (IFD) configured and accessible from internet. Cloud (Online) recommended for best experience.

Q: Can we integrate with multiple Dynamics organizations? A: Yes (Enterprise Cloud-PBX plan). Each organization requires separate configuration.

Q: What about Dynamics NAV or Business Central? A: Different product. Separate integration available for Business Central. Contact support.

Q: Does this support multiple currencies? A: Yes, respects Dynamics multi-currency settings. Call-related opportunities track in appropriate currency.

Q: Can we customize call logging beyond standard fields? A: Absolutely. Create custom fields on Phone Call entity and map in Cloud-PBX settings.

Q: Integration with Power Virtual Agents? A: Yes! Route calls to chatbots, then escalate to human agent with context. Custom integration required.

Q: Does this work with Dynamics 365 mobile app? A: Cloud-PBX mobile app + Dynamics mobile app work together. Click-to-call from Dynamics mobile triggers Cloud-PBX mobile app.

Getting Help

Resources:

• Dynamics 365 Web API Documentation: docs.microsoft.com/dynamics365
• Video Tutorial: Cloud-PBX + Dynamics 365 Setup (22 min)
• Microsoft Community: Dynamics 365 forums

Next Steps