Integrations
Microsoft Dynamics CRM integration with telephony and your contact center
We connect Dynamics CRM 2016 and Dynamics 365 – both on-premises and in the cloud – to your calls and messaging apps through the Web API. During a call, the agent sees the account, the contact, and open cases, and the call is saved to the CRM as a Phone Call activity with the recording.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with Dynamics CRM
Options
How Dynamics CRM works with your contact center
The first question is where employees spend their shift: in Dynamics or in CONTACT.WORK. Service and sales teams often answer differently, and then we combine options.
The right record opens automatically
When a call starts, Dynamics opens in the employee's browser: a known number leads to the contact record, an unknown one to a new lead with the number and line already filled in. Handy for teams used to starting a call from the customer record.
- Number and line filled in on the lead
- A transferred call opens the record for the colleague
- The customer's cases and opportunities in view
The Dynamics record inside the agent form
Agents don't need to open Dynamics – they have their own workspace in CONTACT.WORK. During a call, the form already shows the account, contact, and unresolved cases. When the call ends, the platform uses the Web API to log the call, lead, or case in Dynamics and assign an owner.
- The Dynamics fields you need right in the form
- Agents don't need CALs
- The call outcome goes straight to the Dynamics record
- Deal "Order #1024" created
- Owner: sales manager Oleg
The contact center in the Dynamics interface
If Dynamics runs on your servers and is your main work system, we extend it with a separate solution that adds the CONTACT.WORK panel. Calls are answered right in Dynamics, and the supervisor sees the queue, listens to calls, and coaches agents there too. We can build the solution for Dynamics 365 Online as well, but it takes noticeably longer.
- Queue and statuses right in Dynamics
- Coaching during the call
- Reports on calls and lines
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll pick the option after discovery.
How it works
What you get with any option
Timeline
The customer's full history in one feed
The contact or account timeline shows every inbound and outbound call with its outcome and recording. Messages from messaging apps and website chat appear in the same timeline. A missed call can create a task for the record owner right away.
- Recordings open right from the CRM
- A task for the owner on a missed call, if enabled
- Calls and chats in one feed
- Incoming call · 3:12Anna · ▶ recording
- Telegram"When will it arrive?"
- Task: call backafter a missed call
Record owner
The call goes straight to the record owner
Every account in Dynamics has an owner. The platform sees the owner and routes that customer's call straight to them, and a call about an open case goes to whoever handles it. Sales reps dial in one click right from the record.
- The owner comes from Dynamics
- A case call goes to its handler
- Click-to-call from the record
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How a Dynamics CRM project runs
- 01DiscoveryWe find out your Dynamics version, how users sign in, which entities and fields you've added, and what the agent needs on screen during a call.
- 02Service accountYour administrator creates a service account with the required security roles and allows Web API access from the platform's network.
- 03DevelopmentWe build the Web API exchange for your entities and fields. The panel and click-to-call ship as a separate managed solution that installs and uninstalls like any other.
- 04WorkflowsWe agree on what record a call leaves in Dynamics – a phone call, a lead, or a case – pair each agent with a CRM user, and map lines to queues.
- 05TestingWe install the solution in a test organization first and run calls: new customer, known customer, transfer, missed call, after hours.
- 06Go-liveWe move the solution to the production organization, walk employees through the new workflow, and compare platform reports with CRM data for a week.
Requirements
What you need on the Dynamics CRM side
- Version
- Dynamics CRM 2016 or Dynamics 365 Customer Engagement on your servers, or Dynamics 365 Online
- Access
- A service account with security roles and Web API access
- Test organization
- Recommended – to test the solution before installing it in production
- Telephony
- The numbers and carriers you take calls on today
- Where the platform runs
- Our cloud or a server on the same network as Dynamics
- Cost
- Developer hours – on the Pro plan or from Maxi plan hours
Preparation
What to prepare for a Dynamics meeting
Q&A
Frequently asked questions
How do I connect telephony to Dynamics CRM?
Through the Web API – the standard Dynamics REST interface. Calls run through CONTACT.WORK, your numbers stay the same, and Dynamics gets a Phone Call activity: subject, outcome, and a link to the audio.
What happens to telephony if we move from Dynamics to another CRM?
CONTACT.WORK handles calls, not Dynamics. If you switch CRMs, the platform, numbers, lines, and settings stay the same – only the data exchange with the new system needs to be rebuilt.
Will older Dynamics CRM 2011 or 2013 work?
The Web API arrived in CRM 2016, and we work with it and newer versions directly. For older versions, we work out the connection approach during discovery.
How many CALs will we need?
Agents whose workspace is CONTACT.WORK don't need Dynamics licenses. One service account is enough for the exchange, and licenses stay with employees who open the CRM themselves.
Can the solution be installed without CRM downtime?
The Dynamics solution installs like any managed solution, first in a test organization. We don't rewrite anything in standard entities, and you can remove it without side effects.
What will managers see?
CONTACT.WORK shows what's happening right now: queues, agent workload, missed calls, and answer times. Dynamics shows history by customer and employee in your own views and reports.
How can a Dynamics 365 sales rep quickly check a customer's call history?
Ask the AI: "When did we last call this customer, and how did the call end?" It pulls the answer with the date, agent, and outcome from CONTACT.WORK data, which it connects to through MCP.
How is the price calculated?
It's based on development hours. An hour on the Pro plan costs $60; on Maxi, these hours are included in the bundle. We start with discovery and a scope estimate, and begin work once you approve it.
Glossary
Terms on this page
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. 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 →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- MCP (Model Context Protocol)
- An open protocol that lets AI work with the data and actions of other systems. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- REST: exchanging data between systems over HTTP
- The standard way software exchanges data over the internet. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
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