Hi Abir - Thank you for your question! At this time, the out-of-the-box customization of the Teams phone dialer to pass IVR context data to CRM users is not available, although it might be possible with some development work using the Microsoft Graph API and Power Automate. By leveraging the Graph API and Power Automate, you *might* be able to create a solution that captures IVR context data and integrates it with Dynamics 365 CRM. Power Automate can act as the middleware to handle data transfer and automate workflows, while the CRM can be customized to display this information. This way, CRM users can see relevant call context, improving their ability to assist customers effectively. I hope that helps!

@@Azamba I see, thank you for your quick reply, also you guys mentioned in the call that we can set up a queue for agents and enable the dialer only for the Customer Service Agent security role, how can we achieve this? would the queue setup be on the Teams level, Dynamics queue, or both?

Thank you so much! Let us know if you have any questions.

Thank you Angie - I hope you subscribe - more videos about CRM Adoption coming soon!

TY for letting us know - we'll put it in the description. Here you go: www.crminacan.com

Thanks Shamori! For those who don't know, you can check out Shamori starring in our CRM in a Can video - the term "super-star" was invented for him.

Hello! In short, D365 Sales is the CRM equivalent, and Business Central is the ERP equivalent. D365 Sales is going to be more focused on the customer relationship, while BC is more focused on inventory management and invoicing.