Aircall’s Microsoft Dynamics integration automatically logs call activity, surfaces customer details during calls, and keeps your CRM up to date with flexible configuration options. This article explains how call logging works, what information is captured, how Insight Cards function, and the customization options available for new contacts, call outcomes, tags, anonymous callers, and click to dial.
How call activity is logged
Every Aircall call is logged as an Activity in the relevant Contact or Lead timeline. Aircall matches the caller or callee based on any saved phone number in Microsoft Dynamics.
If the Contact or Lead is associated with an Account, the call is also logged in that Account’s timeline.
If no matching phone number is found, Aircall will automatically create a new Contact, a new Lead, or take no action, depending on your integration settings.
For more information on the integration settings, please see our article How To Configure Your Microsoft Dynamics Integration.
Contact type for new numbers
Admins can choose what happens when a call comes from a number not found in Dynamics:
Create a new Contact
Create a new Lead
Create nothing
This behavior is applied automatically to all new, unmatched numbers.
What information is logged
Each Dynamics Activity entry includes:
Related Contact or Lead
Call direction (inbound or outbound)
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Call description, including:
Link to call recording or voicemail
Comments or notes added in Aircall
Tags applied to the call
A note if the call was reassigned to another Aircall user
Call duration (in minutes)
Owner, set to the Dynamics user who configured the integration
-
Call status based on call direction
Outbound calls are logged with the status made
Inbound calls are logged with the status received
Choosing call outcomes
Admins can configure the call outcome (Dynamics state) for each call type:
Outbound answered
Outbound unanswered
Inbound answered
Inbound missed
Voicemails
For each call type, Admins can choose whether the call should be logged in Dynamics as:
In progress
Completed
Nothing (no state entered)
See who’s calling with Insight Cards
Aircall’s Insight Cards display caller information and a direct link to their Contact or Lead page in Dynamics as soon as the phone rings or while the agent is on a call.
TROUBLESHOOTING:
If caller details do not appear, verify that the phone number exists on a Contact or Lead in Dynamics and that the number format is supported by the integration.
Anonymous call handling
If a caller's number is anonymous and Admins have opted to create a new Contact or Lead for unidentified numbers, Aircall will create an Aircall Anonymous Contact or Aircall Anonymous Lead. All future anonymous calls are logged there.
Accepted phone number formats and fields
Aircall supports the following formats:
National format
The integration checks the following Dynamics phone number fields:
Business Phone
Mobile Phone
Home Phone
Company Phone
Click to dial functionality
For the best experience, we recommend using the Aircall browser extension for click to dial. For more information, see our article How to use Aircall’s browser extensions.
NOTE:
Dynamics also offers a native click to dial option that works with the Aircall app, but using it automatically opens a call activity window. This “quick create” popup cannot be disabled.