Before installing the Microsoft Dynamics 365 V2 integration, please check that you have Admin rights in Aircall and Microsoft Dynamics 365, and that you are signed into each. Additionally, make sure all Aircall users are using the same email address for their Aircall and Microsoft Dynamics 365 accounts. If users do not log in with the same email on both platforms, information will not be logged in Microsoft Dynamics 365 appropriately.
Installing Your Microsoft Dynamics 365 V2 Integration
⚠️ Please note that if you already have Microsoft Dynamics 365 V1 installed, you will want to disable V2 once you are finished installing, that way you do not receive duplicate call logs. Once you have finished configuring the Microsoft Dynamics 365 V2 settings to your liking, you can enable V2 and delete the V1 integration.
Follow the simple steps below to get started:
Log in to the Aircall Admin Dashboard
Select Integrations & API from the left sidebar menu
Find and click on Microsoft Dynamics 365 V2 in the Discover integrations section
Click on Install integration to start the install flow
Under Select numbers click Add numbers
Choose which numbers you would like assigned to your integration, then click Add numbers in the bottom right corner. You can search for specific numbers from the search bar if needed
⚠️ Please note that you may choose to skip this step if needed, but in order for call activity to log in Microsoft Dynamics 365, at least one number will need to be selected. If you would like to add or remove numbers associated with your integration at any point, you can do so directly in the Aircall Dashboard.
Enter your full Microsoft Dynamics 365 URL and click Next
If you are not already logged in to Microsoft Dynamics 365 you will be directed to their login page
Once logged in, and permissions have been accepted, your integration will be installed! Click Finish to be taken to the integration settings
Configuring your Integration Settings
After clicking Finish you will be directed to the page of the Aircall Dashboard where you configure your Microsoft Dynamics 365 V2 integration settings. There are two sections on this page: General and Settings
You are able to Activate/Deactivate your integration at any time. When the integration is Inactive, call logging and other functionality will be paused, but the integration will remain installed. Making your integration Inactive is a great way to temporarily pause the integration without having to uninstall and reinstall it, but please note any calls not logged during the time it is inactive will not retroactively log after it has been reactivated. Additionally, you are able to give your integration a custom name to make it easier to find/organize. Finally, can add or remove the numbers connected to the integration. Any numbers connected will log calls based on your other settings, and any numbers not connected will not.
For each call, Aircall allows you to choose the Call Outcome for that activity. For outbound answered, outbound unanswered, inbound answered, inbound missed calls, and voicemails, admins will be able to select if the call should be logged in Microsoft Dynamics 365 with the state in progress, completed, or nothing (where no state will be entered for the call log). Additionally, you are able to select if you want numbers/contacts you are calling with Aircall that are not already saved in Microsoft Dynamics 365 to create a new Contact, Lead, or Nothing.
You may change these settings at any time, and should you decide to not adjust them after installing, the default selections will remain applied as follows:
For an outbound answered call - Log call as completed
For an outbound unanswered call - Log call as in-progress
For an inbound answered call - Log call as completed
For a missed call without voicemail - Log call as in-progress
For a missed call with voicemail - Log call as in-progress
If no contact/lead was found, then create a new - Contact
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!