Make and receive calls through Microsoft Teams (Preview)

Article
06/09/2022
3 minutes to read

Important

While in preview, Teams calls does not support emergency calling.
Preview features are not complete, but are made available to you before general availability so you can evaluate them and provide feedback to Microsoft. Preview features are not intended for production use and may have limited or restricted functionality, as further explained in our Product Terms.

Microsoft Teams dialer helps you to be more productive and get work done effectively by calling customers directly from within the Dynamics 365 Sales Hub app. You can make and receive calls through Teams.

License and role requirements

Requirement type	You must have
License	Dynamics 365 Sales Premium, Dynamics 365 Sales Enterprise, or Dynamics 365 Sales Professional More information: Dynamics 365 Sales pricing
Security roles	Any primary sales role, such as salesperson or sales manager More information: Primary sales roles

Open Teams calls dialer

Note

An administrator must configure the Microsoft Teams dialer in your organization for you to use it. More information: Configure Microsoft Teams dialer
You can't make emergency calls with Teams dialer in Dynamics 365 Sales.

When you sign in to your organization, you can view the Calls (preview) dialer pane on the right side of the page.

Select the phone () in the upper-right corner of the page to open the Calls (preview) and view the dial pad.

Open Microsoft Teams dialer.

Make calls with Teams

You can use Microsoft Teams to call a customer directly from the dialer, a record, or a work item.

Note

Verify that a valid phone number is associated with the Dynamics 365 records or work item.

To call a customer through a Dynamics 365 record

Open a record. In this example, we're opening a contact record.

In the Business Phone field, a phone number has been associated with the contact Nancy Anderson.
Select corresponding to the phone number. The call is established.

To call a customer from a work list item

Go to My Work > Sales accelerator.

Your work list opens. You can see the phone call activities that are pending for the day. In this example, the phone call activity for Nancy Anderson is pending for the day.
Select corresponding to the work item.
The Teams dialer opens, and the call is established.

Note

You can also use the Call option in the Up next widget to make the call.

To call a customer manually

Open the Teams dialer.
Enter the phone number of the customer, or search for the customer through dialer search box.
Select Call.

Receive calls through Teams

You can receive calls in Dynamics 365 Sales. When a call is received, a notification is displayed in the lower-right corner of the page, as shown in the following image:

Call receiving notification in Teams.

The caller name is automatically displayed when the phone number is associated with a record. For example, Kenny Smith is a lead and has the mobile number +1 123 456 7890 associated with his record. When you receive a call from +1 123 456 7890, the name Kenny Smith is automatically displayed; you can select the name to open the record.

To receive the call, select Answer. The Teams telephony panel opens and the call is connected. A phone call activity is created and appears on the timeline of the record. If the received call isn't associated with any record, only a phone call activity is created.

Call analysis

Configure conversation intelligence for real-time analysis of your call data with overview, summary, transcription, insights, and action items. More information: Get real-time call data through Teams call

Can't find the options in your app?

There are three possibilities:

You don't have the necessary license or role.
Your administrator hasn't turned on the feature.
Your organization might be using a custom app. The steps described in this article are specific to the out-of-the-box Sales Hub and Sales Professional apps. Check with your administrator for exact steps.