Enable Call Recording Playback in Dynamics 365

Turn on recording access so that Cloud Voice pushes each stored recording to its matching phone call activity in Dynamics 365. Once enabled, your team can listen to calls from inside the CRM (Customer Relationship Management system) without leaving the record they are working on.

What this gives you

Recordings live on the PBX (Private Branch Exchange, the phone system that handles your calls). Enabling this setting does not copy the audio into Dynamics 365. Instead, it lets the activity in Dynamics 365 reach back to the PBX and play the recording on demand.

Before you begin

Make sure phone call activity creation is already configured. This is what ties every inbound and outbound call to a phone call activity, and the recording is attached to that activity.

Prerequisite must be in place first

Without phone call activity creation set up, calls are never logged as activities, so there is nothing for a recording to attach to. Configure that first or this feature will have no effect.

Only recorded calls have audio

Playback only works for calls that were actually recorded on the PBX. If call recording was not running for a given call, that activity will have no recording to play.

Turn on recording playback

1. Sign in to the Cloud Voice App for Dynamics 365, then open the settings menu ().
2. Select the Dynamics Integration tab.
3. Enable the Play Call Recording checkbox.
4. Click Save.

Tip

The setting applies going forward for anyone using this integration. You only need to turn it on once, not per user or per call.

Result

Recordings held on the PBX are now available from the linked phone call activity in Dynamics 365, where you can review and play them directly.