Using Your Microsoft Dynamics integration

Aircall’s Microsoft Dynamics integration automatically logs call activity, surfaces customer details during calls, and keeps your CRM up to date with flexible configuration options. This article explains how call logging works, what information is captured, how Insight Cards function, and the customization options available for new contacts, call outcomes, tags, anonymous callers, and click to dial.

How call activity is logged

Every Aircall call is logged as an Activity in the relevant Contact or Lead timeline. Aircall matches the caller or callee based on any saved phone number in Microsoft Dynamics.

• If the Contact or Lead is associated with an Account, the call is also logged in that Account’s timeline.

• If no matching phone number is found, Aircall will automatically create a new Contact, a new Lead, or take no action, depending on your integration settings.

For more information on the integration settings, please see our article How To Configure Your Microsoft Dynamics Integration.

Contact type for new numbers

Admins can choose what happens when a call comes from a number not found in Dynamics:

• Create a new Contact

• Create a new Lead

• Create nothing

This behavior is applied automatically to all new, unmatched numbers.

What information is logged

Each Dynamics Activity entry includes:

• Related Contact or Lead

• Call direction (inbound or outbound)

• Call description, including:

  • Link to call recording or voicemail

  • Comments or notes added in Aircall

  • Tags applied to the call

  • A note if the call was reassigned to another Aircall user

• Call duration (in minutes)

• Owner, set to the Dynamics user who configured the integration

• Call status based on call direction

  • Outbound calls are logged with the status made

  • Inbound calls are logged with the status received

Choosing call outcomes

Admins can configure the call outcome (Dynamics state) for each call type:

• Outbound answered

• Outbound unanswered

• Inbound answered

• Inbound missed

• Voicemails

For each call type, Admins can choose whether the call should be logged in Dynamics as:

• In progress

• Completed

• Nothing (no state entered)

See who’s calling with Insight Cards

Aircall’s Insight Cards display caller information and a direct link to their Contact or Lead page in Dynamics as soon as the phone rings or while the agent is on a call.

TROUBLESHOOTING:
If caller details do not appear, verify that the phone number exists on a Contact or Lead in Dynamics and that the number format is supported by the integration.

Anonymous call handling

If a caller's number is anonymous and Admins have opted to create a new Contact or Lead for unidentified numbers, Aircall will create an Aircall Anonymous Contact or Aircall Anonymous Lead. All future anonymous calls are logged there.

Accepted phone number formats and fields

Aircall supports the following formats:

• E.164 international number format

• National format

The integration checks the following Dynamics phone number fields:

• Business Phone

• Mobile Phone

• Home Phone

• Company Phone