Before installing the Microsoft Dynamics integration, ensure that:

  • You have Admin rights in both Aircall and Microsoft Dynamics

  • You are logged into both platforms

  • All Aircall users use the same email address for their Aircall and Microsoft Dynamics accounts

If users do not use the same email on both platforms, call activity will not log correctly in Microsoft Dynamics.

Installing your Microsoft Dynamics integration

Follow the steps below to complete the installation:

Steps:

  1. Go to to the Aircall Dashboard > Integrations & API.

  2. In the search bar type Microsoft Dynamics and select it.

  3. Click Install integration and then Authorize

  1. Under Select numbers, choose Add numbers.

    • Select the phone numbers you want to connect to the integration, then click Add numbers.

    • You can use the search bar to find specific numbers.

    • For more information on how to add numbers, please visit our article Assigning your Phone Number to your Integration.

Important: You may skip this step temporarily, but at least one number must be connected for call activity to log in Microsoft Dynamics. You can add or remove numbers later in the Aircall Dashboard.

  1. Enter your full Microsoft Dynamics URL, then click Next.

  1. If you are not logged into Microsoft Dynamics, you will be redirected to its login page.

  1. Once logged in and permissions are accepted, your integration installs automatically.

  2. Select Finish to open your integration settings.

Configuring your integration settings

After selecting Finish, you will be redirected to the Microsoft Dynamics integration settings page, which contains two sections: General and Settings.

General

In this section you can:

  • Activate or deactivate the integration at any time

    • When inactive, call logging pauses, but the integration remains installed

    • Calls missed during inactive periods will not log retroactively

  • Provide a custom name for your integration

  • Add or remove connected numbers

    • Calls from connected numbers will log based on your settings

    • Calls from unconnected numbers will not log

Settings

Admins can configure how call activities are logged in Microsoft Dynamics:

  • For each call type (outbound answered, outbound unanswered, inbound answered, inbound missed, voicemail), choose whether the call logs with the state:

    • Completed

    • In progress

    • Nothing (no state logged)

  • Choose what happens when a call is made to or received from a number not found in Microsoft Dynamics:

    • Create a new Contact

    • Create a new Lead

    • Create Nothing

You can update these settings at any time.

Default configuration (if unchanged)

  • Outbound answered: Completed

  • Outbound unanswered: In progress

  • Inbound answered: Completed

  • Missed without voicemail: In progress

  • Missed with voicemail: In progress

  • If no Contact or Lead was found: Create a Contact or Lead

Note: If you set Nothing and no matching Contact or Lead exists, the integration will not log the call in Microsoft Dynamics.

Your Microsoft Dynamics integration is now fully configured and ready to log Aircall activity based on your selected settings.