📘 Integration Guide: Microsoft Dynamics 365 with Acefone Dialer

This document provides a step-by-step guide to integrating Microsoft Dynamics 365 with the Acefone Dialer for seamless calling and call logging. The integration enables users to:

• 📞 Make calls directly from Dynamics 365

• 👤 Pop the matching Lead or Contact record on every call

• 📝 Log call details automatically to a Phone Call activity

• 🎧 Access call recordings for future reference

✅ Prerequisites

Before starting the integration, ensure you have the following:

1. Acefone Requirements

• Acefone Admin Account – for telephony integration setup

• Acefone Agent Account – for making/receiving calls

• Dialer Campaigns Setup – at least one empty lead list assigned throughout the campaign

2. Microsoft Dynamics 365 Requirements

• Active Dynamics 365 Account on a Professional, Enterprise or Premium plan

• System Administrator or System Customizer role – to install apps from Microsoft AppSource and create a Channel Provider

• Channel Integration Framework (CIF) v1.0 and v2.0(beta) – installable from Microsoft AppSource

• Standard Customer Service module – the integration runs in the Customer Service Hub and Sales Hub unified interface apps

• Dynamics 365 organisation URL – used as the Domain during setup

• Agent credentials – every agent needs valid Dynamics 365 credentials to complete OAuth authorisation

Note: Dynamics 365 uses OAuth only. There is no API key or token to copy, and no Acefone package to install from Microsoft AppSource — the CRM side of the setup is the Channel Provider you create in Step 6.

Step 1 — Enable and authorise Dynamics 365 in Acefone

1. Log in to the Acefone portal as an administrator.

2. Click Integrations under the Services tab.

3. Move to the Dynamics 365 Dialer integration and click Settings.

4. Enter your Domain — your Dynamics 365 organisation URL — and click Authorize.

5. You are redirected to Microsoft. Sign in with your Dynamics 365 credentials to grant access.

6. Once enabled and authorised, click Remaining Steps to continue the configuration.

Note: The Domain is the same as the Dynamics 365 URL. If your Dynamics URL is https://org484360x2.crm.dynamics.com/main.aspx?appid=XxX77c49-9162-xx11-9562-000x3a3010ea&pagetype=dashboard&id=d201a642, then the Domain is: https://org484360x2.crm.dynamics.com

Step 2 — Configure the dialer campaign

1. Open Dialer Campaign and choose an existing campaign, or add a new one.

2. Set Save and Search Entity to Lead or Contact, depending on where your customer numbers are stored in Dynamics 365.

3. Assign one empty lead list to the campaign.

Note: Only the Lead and Contact entity types are supported for save and search.

Step 3 — Map leads to the CRM

1. Open Lead Map and click Configure.

2. Map the fields of the campaign’s lead list to the corresponding Dynamics 365 fields.

3. Ensure the dialable number is mapped to the Phone Number field — record search and log mapping work on this field only.

Step 4 — Configure agent access

1. Open Agents Access and click Configure.

2. For each team member, toggle Status to enable the integration for that agent.

3. Toggle Auto-Ticket as required.

◦     With Auto-Ticket ON, a Phone Call activity is created automatically after every call.

◦     With Auto-Ticket OFF, the agent submits a disposition and the activity is created on submission.

4. Select the Integration Type for the agent — Extension or Mobile number — and click Close.

Step 5 — Authorise each agent

1. Log in to the Acefone portal as the agent.

2. Click Integrations under the Services tab.

3. Go to Dynamics 365 and click More Details.

4. Click Steps, scroll down, and click Authorize Dynamics 365, then Authorize.

5. You are redirected to the Microsoft Dynamics page — enter your credentials to confirm.

Step 6 — Install CIF and create the Channel Provider

This is the Dynamics 365 side of the setup, performed once by an administrator in place of a marketplace package.

1. In Acefone, go to Info › Steps › Setup Guide. Step 3 displays two domains — copy both.

2. Sign in to Dynamics 365. Click the cog icon in the top-right corner, then Advanced Settings.

3. Select the Settings drop-down and click Microsoft AppSource.

4. Search for Channel Integration Framework and select the Dynamics 365 Channel Integration Framework app.

5. Click Get it Now to install. Once installed, the app appears under Published Apps.

6. Open Channel Integration Framework and click New to add a provider.

7. On the New Channel Provider page, enter the details below. The Channel URL and Trusted Domain are the two domains copied from Acefone.

8. Select the desired Roles and Unified Interface Apps, then click Save.

Note: Unified Interface Apps currently applicable are the Customer Service Hub and the Sales Hub. Once the administrator clicks Save, every member in the administrator’s hierarchy has the app installed.

🎉 You’re all set

Dynamics 365 is now integrated with your Acefone Dialer.

Agents can open the integrated app from the puzzle icon in Dynamics 365, sign in with their Acefone credentials, and begin dialling. Every call pops the matching Lead or Contact, and a Phone Call activity is created with the disposition, notes and recording URL attached.

🛠️ Troubleshooting FAQ

The integrated app does not appear under the puzzle icon.

Confirm that the administrator has created the Channel Provider and that the agent’s role was included under Roles when the provider was saved. The app is installed across the administrator’s hierarchy only after Save.

Authorisation fails or loops back to Acefone.

Check that the Domain entered in Acefone exactly matches your Dynamics 365 organisation URL, with no trailing path or query string.

Outbound calls cannot be placed from a record.

Verify that Enable Outbound Communication is set to Yes on the Channel Provider, and that the agent has a valid extension or mobile number mapped in Acefone.

Calls connect but no activity is logged.

Confirm that the dialable number is mapped to the Phone Number field in Lead Map, and that Save and Search Entity is set to the entity type your records actually live in (Lead or Contact).