Manage Call Logs

The Cloud Voice App for Dynamics 365 plugin keeps a record of your calls so you can follow up without leaving your CRM (Customer Relationship Management system). From the call log you can dial a number back, turn an unknown caller into a Dynamics contact, jump to an existing contact, and log the call as a phone call activity.

Open your call logs

In the plugin, select Call Logs.
Choose the log you want to view:
- Personal Call Logs for calls you made or received yourself.
- Queue Call Logs for calls handled through your queues.

Find a specific call

This step is optional. To narrow a long list, use the search box and filters at the top of the call log to locate the records you need.

Act on a call log entry

Each record supports the following actions.

Call the contact back

Return the call in either of these ways:

Double-click the record.
Select the call icon on the entry.

Save an unknown number as a Dynamics contact

If the number isn’t tied to an existing contact, you can add it to Dynamics 365 directly from the log. This is handy for turning a first-time caller into a record you can track later.

Select the add-contact icon on the entry.
In the pop-up, choose the contact type, then select Save.

The new contact is created and its details page opens automatically in the main Dynamics 365 area, ready for you to fill in any remaining details.

Open an existing contact’s details

Select the view-contact icon View Dynamics contact on the entry to open that contact’s details page in the main Dynamics 365 CRM area.

Log or update a phone call activity

Record the call as a Dynamics phone call activity, or update one you’ve already created:

Select the activity icon on the entry.
On the Phone Call Activity page, fill in the call details.
Select Save.
Select the close icon to close the page.

The phone call activity is saved and synced to Dynamics 365 CRM.