Teams Phone calls, answered inside Dynamics 365

Calls arrive on the Teams Phone service numbers you already have. No new carrier, no number porting, no second phone system.

The caller's Dynamics 365 record opens while the call is still ringing, so agents greet customers by name.

Notes and a disposition at wrap-up save a completed Phone Call activity against the right contact, every time.

They dial one of your existing Teams Phone service numbers, such as your support line.

LiveUCX answers in the cloud, plays your greeting, queues the call and picks the longest-idle agent with the right skills.

The call rings in the agent's Dynamics 365 panel and in their Teams app, with the caller's record already open. A live transcript builds as they talk, and wrap-up logs the call on the timeline.

A greeting on answer, ringback while an agent's phone rings, and hold music with an update on their place in the queue every 30 seconds.

Each Teams number feeds its own queue, and agents carry skills, so a billing line and a support line reach the right people.

The agent who has been free longest rings first. No answer within 30 seconds and the call moves to the next agent. Anyone busy in Teams is skipped.

Customer and agent are transcribed as they speak, right beside the customer's record, so nobody has to scribble notes mid-call.

The wrap-up card shows which contact the call will be logged against. Save, and a completed Phone Call activity lands on the timeline with the subject, notes, duration and disposition.

Live summaries and suggested actions are available as an optional extra. AI Assist is configurable per deployment and stays off unless you switch it on.

Microsoft's built-in calling for sellers, who place and take their own calls inside Dynamics 365 Sales. A good fit for individual seller calling, rather than shared service numbers with queues and routing.

Microsoft's own contact-centre platform, which can now use Teams Phone in its voice channel. The right choice if you are adopting a full Microsoft contact centre, with the licensing and setup that come with it.

For service teams answering inbound calls to shared Teams numbers in the Customer Service workspace. Greeting, queues, skills routing, screen pop, live transcript and Phone Call logging, on the Teams Phone numbers and licences you already have.

Each agent who takes calls needs Microsoft Teams Phone, which is what lets their Teams app ring alongside the Dynamics 365 panel.

The number your customers call, through Operator Connect or a Microsoft Calling Plan. Each number becomes its own queue.

Agents working in the Customer Service workspace or Copilot Service workspace, where the LiveUCX panel sits beside the customer's record.

Yes. With LiveUCX CTI for Teams, calls to your Teams Phone numbers ring in a panel inside the Dynamics 365 Customer Service workspace, with screen pop, live transcript and automatic Phone Call logging.

Teams Phone handles the calls and numbers. LiveUCX adds what a service team needs on top: a greeting, queues per number, skills-based longest-idle routing, hold music with queue position, and the customer's record on screen.

Yes. Whether the agent answers in the Dynamics 365 panel or in the Teams app, the call is logged as a completed Phone Call activity on the contact, with notes, duration and disposition.

LiveUCX looks up the caller's number the moment the call is offered. One match opens the contact, several show a picker, and no match opens a new contact form with the number already filled in.

No. LiveUCX CTI for Teams uses the Teams Phone service numbers you already have.

Yes. Calls can ring in the Dynamics 365 panel and in the agent's Teams app on desktop or mobile, and whichever answers first takes the call.

Yes, both ways. Available or Away in the panel shows in Teams. A Teams meeting shows as Busy in Teams and pauses calls. Colleagues see "In a call" during a call.

AI Assist (live summaries and suggested actions) is configurable per deployment and switched off unless you turn it on.

In Australia, for Australian data residency.

The Teams dialer is for sellers placing and taking calls. LiveUCX CTI for Teams is for service teams answering inbound calls to shared numbers, with queues, routing, screen pop and wrap-up.