Configure Microsoft Teams dialer (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 sellers to be more productive and get work done more effectively by calling customers directly from within Dynamics 365 Sales app.

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 for sellers to use. Perform the following steps:

Review the prerequisites.
Configure the dialer.

Review the prerequisites

Review the following requirements before you configure Microsoft Teams dialer in your Dynamics 365 Sales Hub app:

You have a license for using Microsoft Teams. Any Microsoft Teams license will work. More information: Microsoft Teams add-on licenses.
Your organization has a phone system installed, with a valid license to use it. More information: Set up Phone System in your organization.

Configure the dialer

Sign in to your Dynamics 365 Sales Hub app.
Go to App settings, and under General settings, select Teams calls (preview).
In the What you need to set up Microsoft Teams calls section, the application validates that your organization has sufficient privileges to use Phone system and Microsoft Teams.
- Upon successful validation, the status corresponding to Phone system license and Teams license displays Status: Successfully set up. Proceed to step 4.
- If any of the validations fails, you can't proceed with the configuration. Contact your tenant administrator to set up the phone system and Microsoft Teams for your organization.
  When the tenant administrator completes the configuration of phone system and Teams licenses, you can continue with the configuration. Select Check status.
Select Enable preview.

Note

The Enable preview option will only be available after the phone system and Microsoft Teams licenses are successfully validated.

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). If not, the users will not see the Teams dialer in the Sales Hub app. More information: Create or edit business units

Note

Ensure that users who need to access the Teams dialer are assigned to the selected security roles. More information: Assign a security role to a user
Ensure that the selected security roles have read privileges to the following records in manage security roles page:
Under the Core Records tab, read access to Note
Under the Custom Entities tab, read access to Teams Dialer Admin settings More information: Security roles and privileges
Ensure that the security roles you've selected can access the Teams dialer. More information: Configure the dialer

Select security roles.

Select Advanced options, and in the Select app drop-down list, select, and add apps such as your custom apps. By default, Sales Hub is selected.
Note

When Microsoft Teams dialer is enabled in your organization for Sales Hub app, other telephony systems that are connected to the Sales Hub app through Dynamics 365 Channel Integration Framework will stop working. As an administrator, you can deactivate or delete the Dynamics 365 Channel Integration Framework phone system. Follow these steps:
1. Go to your Channel Integration Framework app.
2. From the Active Channel Providers view, select the phone system.
3. From the toolbar, select Deactivate or Delete according to your requirements.
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.

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.