Set up Call Popup

Call popup brings a caller’s Dynamics 365 record into view while you are on the phone. Dynamics 365 is a CRM (Customer Relationship Management) system, the place where your organization stores contact and account information. You can have the record appear on its own at a point you choose during the call, or you can leave that off and open the record yourself when you need it. This page walks through both options.

Note

Call popup only works for callers who already exist as a contact in Dynamics 365. A call from a number that is not saved in the CRM will not trigger a popup, because there is no record to show.

Configure call popup

1. Sign in to the Cloud Voice App for Dynamics 365 plugin, then click the preferences icon .

2. Open the Dynamics Integration tab.

3. Choose how you want the contact record to open:

   Open it automatically

   To have the CRM contact page appear on its own for inbound calls:

   

   1. Select the Automatic Call Popup checkbox.
   2. From the Trigger Event drop-down, pick the point in the call when the record should open:
      • Ringing: opens as soon as an inbound call from a CRM contact starts ringing.
      • Answered: opens once you answer an inbound call from a CRM contact.
      • Call End: opens after you hang up with a CRM contact.

   Tip

   Choose Ringing if you want to see who is calling before you decide to answer. Choose Call End if you would rather keep the screen clear during the call and only review or update the record once the call is over.

   Open it manually

   Leave the Automatic Call Popup checkbox cleared if you would rather pull up the record yourself during the call.

4. Click Save.

Caution

The popup settings apply only after you click Save. If you switch tabs or close the preferences window without saving, your changes are lost and the previous behavior stays in effect.

What happens next

If automatic call popup is on, the moment your chosen trigger event occurs on an inbound call from a CRM contact, that contact’s details open in the Dynamics 365 interface so you can see who is calling.

If automatic call popup is off, click the contacts icon on the call window at any time during a call with a CRM contact to open their details.