Configure Microsoft Teams dialer

Microsoft Teams dialer helps sellers make Teams calls to customers directly from within Dynamics 365 Sales.

Note

You can also enable Teams dialer through quick setup (with the Dynamics 365 Sales Enterprise license). More information: Microsoft Teams calls with conversation intelligence

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	System Administrator More information: Predefined security roles for Sales

How to configure the dialer?

As an administrator, you must configure Microsoft Teams dialer to enable sellers to make and receive calls from Dynamics 365.

1. Review the prerequisites.
2. Configure the dialer.

Review the prerequisites

Ensure that you meet the following requirements before you configure Microsoft Teams dialer in the Sales Hub app:

• A license for using Microsoft Teams. Learn more about Microsoft Teams add-on licenses.

• A phone system installed and configured, with a valid license to use it. Learn more about how to set up a phone system.

• A valid public switched telephone network (PSTN) connection through a Teams calling plan, your own PSTN carrier, or direct routing. Learn more about PSTN connectivity options.

• An assigned phone number. Learn more about how to manage telephone numbers for your organization.

Additionally, you must grant the following permissions to your users:

• If you're planning to enable the dialer for specific security roles, ensure that users who need access to the dialer are assigned to one of those security roles. Learn more about how to assign security roles to users.

• Ensure that the security roles of users who will be accessing the Teams dialer have read privileges to the following records:

  • Under the Core Records tab, read access to Note
  • Under the Custom Entities tab, read access to Teams Dialer Admin settings

  For more information about how to verify privileges and edit a security role, see Edit a security role.

  Note

  When you enable Microsoft Teams dialer, other telephony systems that are connected to the Dynamics 365 app through Dynamics 365 Channel Integration Framework will stop working for users to whom Teams dialer is enabled. As an administrator, you can deactivate or delete the phone system in the Channel Integration Framework app.

Configure the dialer

1. In the Sales Hub app, go to App settings, and under General settings, select Teams calls.

   Note

   If you are a Sales Professional customer, append the following parameters to your Dynamics 365 org URL to open the Teams calls configuration page:

   pagetype=control&controlName=MscrmControls.TeamsDialerSettings.DialerSettingsHostControl

   Example: https://contoso.crm.dynamics.com/main.aspx?pagetype=control&controlName=MscrmControls.TeamsDialerSettings.DialerSettingsHostControl

   Alternatively, you can add the configuration page to your Sales Professional app's sitemap by adding a subarea.

2. Turn on Teams calls.

   By default, the following options are turned on:

   • Answer incoming calls in Dynamics 365

     Allows sellers to receive Teams calls in Dynamics 365 Sales. If you turn it off, sellers can only make outgoing Teams calls from within Dynamics 365.

   • Internal call will ring only in the Teams app, not in Dynamics 365

     Indicates that calls from internal users won't ring and won't be tracked in Dynamics 365. In this case, calls from external contacts will ring in Dynamics 365 and internal calls will ring only in Teams. You can clear the checkbox if you want sellers to receive both external and internal calls in Dynamics 365.

   • Display missed calls in the Dynamics 365 in-app notification center

     Allows sellers to see missed calls in the in-app notification center in Dynamics 365. Before you enable this feature, complete the following actions:
     - Allow in-app notifications for the app.
     - Grant read permissions for the Notification entity under the Custom entity tab, for the security roles that need to see the notifications.

   • Transfer calls (preview)

     Important

     A preview is a feature that is not complete, but is made available to you before general availability so you can evaluate the preview and provide feedback to Microsoft. Previews may have restricted functionality and may employ reduced or different privacy, security, or compliance commitments than a commercial version. As such, previews are not intended for production use, which means they are not meant for "live" Customer Data, Personal Data, or other data that is subject to heightened compliance requirements. Use of such data is at your sole risk and it's your sole responsibility to notify your end users about not including personal or sensitive information with their use of previews, as appropriate. We don't provide support for previews and Microsoft Dynamics 365 Technical Support won't be able to help you with issues or questions. This preview, and any one-off support Microsoft may elect to provide, is provided "as-is," "with all faults," "as available," and without warranty.

     Allows sellers to transfer a Teams call to another colleague or their phone number, either directly or after consultation with the recipient.

     More information:

     Transfer a Teams call (preview)
     Consult and transfer a Teams call (preview)

3. In the Security role section, select one of the following options to provide permissions to users to access Microsoft Teams dialer.

   Option	Description
   All security roles	Allows all the security roles to access Microsoft Teams dialer.
   Specific security roles	Allows only the selected security roles to access Microsoft Teams dialer. Note: Ensure that the security roles you've selected are associated with the root business unit (top level in the business unit hierarchy). Otherwise, the users won't see the Teams dialer in the Sales Hub app. More information: Create or edit business units

4. Select Advanced options, and in the Select app drop-down list, select the apps in which you want to make the dialer available. By default, Sales Hub is selected.

   Note

   Teams dialer is not supported for Dynamics 365 canvas apps.

5. (Optional) Enable call recording and get real-time transcription and insights through conversation intelligence:

   1. Turn on Recording with real-time transcription and insights.
   2. Select the security roles for which you want to enable recording.
   3. Select Go to advanced conversation intelligence settings to configure more options related call recording, keyword to track, call summary and so on. For more information, see First-run setup in conversation intelligence app.

6. Save and publish the configuration.

   A confirmation message is displayed, and the Microsoft Teams dialer is enabled in your organization for selected security roles in the selected app.

   Note

   • You must refresh the configuration page to make the changes available in the application. Users must refresh their page to see the dialer.
   • If the dialer doesn't show up in a custom app that you've added it to, remove it from the app, save the changes, and then add the dialer again.
   • The dialer isn't supported for custom entities. Though the phone icon appears on the custom entity forms, the dialer doesn't work.

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 is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box Sales Hub and Sales Professional apps.

See also

Microsoft Teams integration
Call using Microsoft Teams
Call a customer
View and understand call summary pages