Microsoft Dynamics 365 CRM Integration with The VoIP Shop
The VoIP Shop's Microsoft Dynamics 365 CRM integration brings your phone system and customer records together in one place. Customer details surface automatically as calls come in, conversations log themselves against the right record, AI transcriptions capture what was discussed, and every interaction stays visible without anyone touching a spreadsheet. The result is a team with full visibility of every customer interaction and far less time spent on admin.
Connect Microsoft Dynamics 365 to The VoIP Shop and start cutting down on manual work while sharpening how your team engages with customers.
Key Features of Microsoft Dynamics 365 CRM Integration
This integration pairs your telephony with Microsoft Dynamics 365 to give teams the tools they need for smoother customer handling. Caller notifications appear in real time, CRM activity updates itself, AI picks up the transcription work, and every conversation gets logged without manual input, so your team can spend more time talking to customers and less time documenting it afterwards.
Pop-Up Caller Notifications
A notification appears the moment a call comes in, goes out, or gets forwarded, pulling in the relevant customer record, recent activity, and communication history from Microsoft Dynamics 365 automatically.
Automatic Call Logging
Call information can be recorded directly in Microsoft Dynamics 365 under the customer record, without anyone needing to enter it manually.
Activity Hub
Review call logs, notes, and
AI-generated transcriptions waiting
to be saved into Microsoft Dynamics 365. Choose automatic or manual saving, and edit notes and transcriptions before they are written to the CRM.
AI Call Transcription
Call details, notes, and an AI-generated transcript of the conversation can be stored directly under the customer record in Microsoft Dynamics 365, giving your team the full context of past interactions whenever they need it.
Call Notes
Capture call information and notes directly against the customer record in Microsoft Dynamics 365, so the full picture of each conversation stays on file.
Hotkey Dial from CRM
Set up keyboard shortcuts to dial numbers straight from Microsoft Dynamics 365, even ones that are
not formatted as clickable links.
Copy to Dial
Highlight any phone number and get a one-click prompt to call it directly.
Multi-Result Caller Matching
When a number matches more than one record in Microsoft Dynamics 365, jump between the results instead of searching manually.
SearchBar
Search Microsoft Dynamics 365 contact information directly from the desktop toolbar. From here, staff can open the customer record, start a call, send an email, WhatsApp, or Microsoft Teams message, or view call history.
Custom CRM Variables
Any custom fields already created within Microsoft Dynamics 365 can also be displayed in the pop-up notification, giving agents the context that matters most for each call.
Single Sign-On (SSO)
Any custom fields already created within Microsoft Dynamics 365 can also be displayed in the pop-up notification, giving agents the context that matters most for each call.
Computer Telephony Integration with Microsoft Dynamics 365
When your phone system talks to Microsoft Dynamics 365, your team stops switching between tools and starts focusing on the conversation in front of them. Real-time caller ID, live CRM activity, full communication history, and a built-in SearchBar all work together to take the admin out of every interaction.
How The VoIP Shop's Microsoft Dynamics 365 CRM Integration Empowers Customer Service Teams
Support teams get a clearer, faster way of handling every customer interaction once telephony and Microsoft Dynamics 365 are working together.
Instant Customer Visibility
See customer history, notes, and recent activity the moment a call connects.
Reduce Manual Admin
Calls log themselves, cutting down on repetitive data entry.
Improve Customer Conversations
Check past interactions before you even pick up, so context is never missing.
Faster Response Times
Knowing who is calling before you answer means quicker, more relevant responses.
Improve Internal Collaboration
Shared visibility of communication records keeps teams aligned across departments.
Better Customer Experience
Centralised CRM data means every conversation feels informed and personal.
How The VoIP Shop's Microsoft Dynamics 365 CRM Integration Supports Sales Teams
Sales teams gain a more efficient way of tracking leads and managing communication directly inside Microsoft Dynamics 365.
Better Lead Management
Keep all engagement and activity tracking in one platform.
Improved Workflow Efficiency
Spend less time toggling between separate CRM and telephony tools.
Access Customer Information Instantly
Pull up records, notes, and history the second a call comes through, using the SearchBar or an incoming call notification.
Improve Follow-Up Processes
Track callbacks properly so no lead goes cold.
Support Hybrid Working
Use the integration across cloud and desktop setups, wherever your team is based.
Better Communication Visibility
Notes, activity, and conversation history stay organised in a single place.
Buttons
Below is the list of available buttons. These are both CRM specific and generic pop-up functions.
View
Custom Action Standard
Send E-mail Standard
Callback request Standard
Send WhatsApp message Standard
Send Microsoft Teams message Standard
Open SearchBar Standard
Trigger Automations Standard
Parameters
Determine the content of the pop-up per user, department or organisation with information from Microsoft Dynamics 365. Below is a selection of the parameters available.
Contact Details
- name
- emailaddress1
- emailaddress2 
Sales & Financial
- exchangerate
- openrevenue_state
- opendeals
Company Details
- company_relationnumber
- company_departmentid_value
- company_numbergenerator
- company_noofestateagents
- company_datestart
Skills & Categories
- odata_etag
- merged 
Address Details
- address1_latitude
- address2_addressid
- address2_line1
Microsoft Dynamics 365 exposes more than 400 additional fields, including custom fields, which can also be mapped into the pop-up on request.
Available as a Windows and MacOS desktop installation or a cloud-hosted deployment, CRM Connect allows you to offer unique CRM solutions that are tightly integrated with market leading communications services.
Easy to provision via Self-Service Portals
Windows based installation wizard
Full control of telephone handset from desktop
Instant access to CRM information
Advanced call control from within CRM applications
Bring phone features and functionality into the applications you use every day, eliminating the need to switch between programmes to message, call, and meet.
Click to Dial
Web-Page Dialing
Click to Hold
Click to Transfer
Built-in Call History
CRM Application Integration
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FAQs
Answers to some of our most commonly asked Microsoft Dynamics 365 Buttons CRM Integration questions…
