Microsoft Dynamics 365, when integrated with the Acefone Dialer, lets your teams call from inside the CRM, pop the matching record on every call, and log every conversation against a Phone Call activity — without leaving Dynamics 365.

✅ Features

Click-to-Dial: dial any phone number field on a Lead or Contact record in a single click.
Screen Pop / Redirection: the matching Lead or Contact record opens automatically on an incoming or outgoing call.
Call Logging: call details are written automatically to a Phone Call activity through the Dynamics 365 API.
Log Search: existing Lead and Contact records are searched by phone number before a log is created.
Entity Creation (Lead / Contact): creates a new Lead or Contact in Dynamics 365 when no match is found.
Auto-Ticketing (Disposition-less Call Logging): pushes call logs without requiring the agent to submit a disposition.
Call Notes: records additional call information against the activity.
Call Recordings: the recording URL is stored on the activity and stays accessible for future reference.
Agent Pop-up: real-time call information inside the CIF side panel.

📁 Connection Methods

PSTN / Extension-based calling
Softphone / WebRTC-based calling

🧩 Supported Entities

Lead: capture and manage prospects generated from calls.
Contact: capture and manage existing customers.
Phone Call activity: the Dynamics 365 object every call log is written to.

🔐 Authentication

Method: OAuth, against your Microsoft Dynamics 365 organisation.
Marketplace app: There is no Acefone package to install from Microsoft AppSource — the administrator creates a Channel Provider instead.

🧱 Framework & Modules

Channel Integration Framework (CIF): version 1.0 with Beta in 2.0.
Module: Standard Customer Service module.
Unified Interface Apps: Customer Service Hub and Sales Hub.

💳 Supported Dynamics 365 Plans

Professional
Enterprise
Premium

⚠️ Known Limitations

Phone Number Search: only the phone number field supports record search and log mapping.
Custom Field Mapping: not currently supported. All relevant call details are pushed to the Phone Call activity, and you can move them into custom fields using Dynamics 365 automation.
Multiple Lead Handling: not supported. Where a number matches more than one record, a single match is resolved for the pop and the log.
Lead Sync: automatic lead synchronisation between Dynamics 365 and the Acefone Dialer is not available.
Marketplace Package: no AppSource listing exists, so the Channel Provider must be created manually by an administrator.
CIF Version: CIF v1.0 only. Multi-session apps built on CIF v2.0 is in beta

Note: The Domain used during setup is your Dynamics 365 organisation URL with no trailing path or query string — for example, https://org484360x2.crm.dynamics.com