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Did you know you can make and receive phone calls directly from Dynamics 365 CRM?


Dynamics 365 CRM holds detailed contact information about your customers. With the correct setup and configuration, it is possible to call a customer directly from Dynamics 365 CRM, simply by clicking on the phone icon.

Phone calls in Dynamics 365 CRM

Alternatively, if the customer phones you, the Dynamics 365 system recognises the incoming call, and tells you who is calling you.

How is this possible?

A small piece of software will need to be installed, which links Dynamics 365 to your telephone system.

There are a whole host of telephony integration providers who link up with Dynamics 365. It is just a question of finding the one to suit your existing telephony solution (assuming you have one).

Here are a few example phone systems that can integrate with many of the software solutions available:

Dynamics 365 CRM Telephony Integration

The Microsoft Solution – Microsoft Teams

Let’s have a look at how the Microsoft Teams phone system integrates with Dynamics 365 CRM.

If you are using Microsoft Teams as your phone system, then an outgoing call would pop up in a box on the right of your screen:

Microsoft Teams phone and CRM

Incoming calls will display the person’s name if the phone number is recognised by the Dynamics 365 system.

From here you can answer and connect to the incoming call.

Incoming calls in Dynamics 365 CRM
Further Information

If you have any questions about this or need assistance, then please contact the GCC Group Support Team on 0345 260 1151 or

Microsoft Dynamics 365 CRM

Deliver dynamic insights to transform your sales team and build lasting customer relationships.

Microsoft Dynamics 365 CRM is a comprehensive customer relationship management software, used by small medium & enterprise sized businesses, to give you and your team the power to drive sales growth.

Connect your sales, marketing, and service teams with Microsoft 365 CRM – breaking down any data silos.

Dynamics 365 CRM offers a choice of role-based CRM modules: sales, marketing, customer service & field service – simply choose which modules are needed for your business.

This progressive technology helps you to:

  • Generate insights
  • Analyse performance
  • Attract new customers
  • Retain existing customers

Speak to a member of the GCC team to find out more.