Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Integrations

Dynamics 365 Business Central integration for your contact center

Business Central is Microsoft's ERP for small and midsize companies: customers, items, sales quotes, sales orders, and invoices. Our engineers link it to CONTACT.WORK over Business Central API v2.0, built to order. On an inbound call, open orders, posted invoices, and the amount due are in front of the agent. From the same screen the agent can raise a quote or a sales order, and a note with the call outcome goes to the customer.

Get a quotePricing
APIBusiness Central API v2.0REST endpoints with OData queries
5 objectscustomers, items, quotes, orders, invoicesYour own fields can be added
2 waysMicrosoft cloud or your own serversBoth reached through API v2.0
AIorder status by phone and chatEscalates to a live agent

Capabilities

What you get with Business Central

Orders and balance before pickupThe platform looks up the calling number among Business Central customers, so open sales orders, recent invoices, and the customer's balance are on screen before the agent picks up.
A sales order straight from the callThe agent picks items and quantities in the call form, and CONTACT.WORK creates the sales quote or sales order under the right customer number. Order entry staff don't key it in a second time.
Status questions handled by AIWhere is my order, was my payment received, what is still open – the AI agent reads Business Central and answers by phone or chat. Anything unusual is handed to a person, together with what the customer already said.
Calls triggered by ERP eventsAn overdue invoice, a back-ordered item, or a shipped order can start a callback or a text. The customer list comes from Business Central, so nobody exports spreadsheets for the dialer.

Options

Three ways to work with Business Central

The right setup depends on who takes the calls. An order desk that lives in Business Central needs something different from a support team that handles hundreds of calls a day, and the two setups can run in parallel.

Business Central opens on the caller

For staff who already work in the Business Central web client, a ringing phone brings up that customer's page in a browser tab. For an unrecognized number, the agent gets a short form to add the customer, and the number is already entered. It suits small order desks and accounts receivable teams.

  • Known customers open by phone number
  • New callers become customers in a few fields
  • The page follows the call when it is transferred
Option 1 of 3

Most projects start with one option and add a second once the first team is live.

How it works

What you get in every setup

Calls next to orders

The conversation and the order stay linked

Each call is tied to the Business Central customer number. The agent's note, the result, and the recording URL are attached in the place you choose during discovery, so finance and sales see why an order changed or a payment date moved. Calls with no answer can become a callback task for the salesperson.

  • Recording link next to the customer
  • Short AI summary instead of typed notes
  • Missed calls turned into callbacks

Salesperson routing

Callers reach the person who handles their account

Business Central keeps a salesperson on each customer. Incoming calls from that customer ring the assigned salesperson first; if that line is busy, the rest of the team picks it up. Customers with an overdue balance can go straight to collections instead.

  • Salesperson taken from Business Central
  • Team queue as the fallback
  • Separate path for overdue accounts

Setup

How a Business Central project runs

  1. 01DiscoveryWe go through your Business Central setup: which companies and objects you use, custom fields, how orders move from quote to invoice, and which details matter to agents mid-call.
  2. 02AccessYour Business Central administrator sets up an integration account with the permissions both sides agree on. Your Microsoft partner confirms what licensing that account needs.
  3. 03DevelopmentOur engineers build the exchange over API v2.0 for your objects. If you choose the in-ERP call panel, it becomes a separate part of the project with its own estimate.
  4. 04MappingAgents are matched to Business Central users and salespeople, phone lines to companies or departments, and each call outcome to the record it should create.
  5. 05TestingWe call as a new customer, as a customer with an open order, and as one with an overdue invoice, create a test order, and check every result in Business Central.
  6. 06Go-liveWe switch teams in stages, and for seven days after launch we check CONTACT.WORK call reports against the orders and notes created in Business Central.

Requirements

What you need on the Business Central side

Business Central
Microsoft cloud or on-premises, with API v2.0 available
Integration account
Created by your administrator with the agreed permissions
Fields
The customer, order, and invoice fields agents should see or fill in
Telephony
Your current numbers and SIP carriers
Where the platform runs
CONTACT.WORK cloud or self-hosted
Cost
Billed in addition to the support plan: engineering billed at $60/hour on Pro (8-hour monthly minimum) or drawn from Maxi hours; Microsoft licenses go to Microsoft or your partner

Preparation

Questions to answer before we start

Cloud or your own servers?Where Business Central runs decides how we reach the API and whether an in-ERP panel is possible.
How many companies?Some businesses keep several legal entities in one Business Central tenant – calls need to land in the right one.
What do callers usually ask?Where an order is, when it ships, a copy of an invoice, whether a payment cleared – this shapes the agent screen and the AI agent.
What should a call create?A note only, or also a sales quote, a sales order, or a callback task.
Do you also run Dynamics 365 Sales or Customer Service?Then we plan one project that links calls to both the ERP and the CRM.
Do you record calls?Some states, California among them, need every party to agree – then a recording notice plays before the agent joins.

Q&A

Frequently asked questions

How do you connect Business Central to CONTACT.WORK?

We connect it through Business Central API v2.0, using an integration account your administrator creates. There is no packaged connector: our engineers build the exchange for your objects and fields and test it with your team before launch.

How is this different from your Dynamics 365 page?

Business Central is Microsoft's ERP, while Dynamics 365 Sales and Customer Service are CRM apps with their own integration, described on a separate page. If you use both, we can link calls to the ERP and the CRM in one project.

Dynamics 365 integration →

Which Business Central data does the agent get mid-call?

Open sales orders, recent posted invoices, the balance due, and any fields you pick during discovery appear on screen. The panel loads while the phone is ringing, so the agent can greet the customer by name.

Can agents enter sales orders during the call?

Agents can create a sales quote or a sales order from the call form: they pick the customer, items, and quantities, and the document appears in Business Central under that customer. Pricing and discounts follow the rules already set up in your ERP.

Does it work with Business Central on our own servers?

Self-hosted Business Central connects through API v2.0 just like the Microsoft-hosted edition, provided the API is reachable from the platform. We check network access and the version you run during discovery.

Will an AI agent handle where-is-my-order calls?

An AI agent can tell callers and chat users where their order is, whether a payment arrived, and which invoices are still open, reading the answers from Business Central. Everything else goes to a person, with the transcript attached.

Voice AI agent →

Do agents need Business Central licenses?

Agents usually don't log in to Business Central at all: the data exchange runs through one integration account. Which license that account needs, and how Microsoft treats indirect use, is a question for your Microsoft partner.

What happens to calls if Business Central is down?

Calls keep working, because the platform handles them and does not depend on the ERP. Notes and orders created while Business Central is unavailable wait in a queue and are sent the moment the ERP is back.

Do callers need to hear a recording notice?

Callers from states with all-party consent rules, such as California, should hear a notice, and CONTACT.WORK can play one before the call connects. Treat this as a general note rather than legal advice.

How much does a Business Central integration cost?

You pay for the integration build in addition to your CONTACT.WORK support plan – the plan the platform itself runs on. On Pro, engineering time is $60 per hour with an 8-hour monthly minimum; on Maxi, it is drawn from the included hours. We estimate the scope once discovery is complete and start only after you approve it. CONTACT.WORK charges no license or per-seat fees, and prices are before applicable taxes. Business Central licenses are paid to Microsoft or your Microsoft partner.

Pricing →

Glossary

Terms on this page

ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
Escalation – passing an inquiry to the next level
Passing a complex inquiry to a specialist at the next level. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →

More

Other integrations

Facebook Page comments, reactions, and Messenger chats in the agent workspace. Learn more SMS Inbound and outbound SMS from the agent's window, next to the customer's history. Learn more Asterisk Your Asterisk becomes part of the contact center: calls, recordings, and agent statuses in one window. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

Updated: