The Microsoft Teams dialer functions similarly to a Microsoft Teams client within Dynamics 365, which is a great feature. However, end users are typically connected to both the Microsoft Teams app and Dynamics 365. When they receive an incoming call, they get two different notifications: one from Microsoft Teams and another from Dynamics 365.

If the user answers the call using Dynamics 365, the application displays the customer entity form and creates a phone call record. Conversely, if the user answers using Microsoft Teams, they cannot see the customer entity form, and the phone activity is not created.

We propose a feature that allows users to answer calls from Microsoft Teams while ensuring that Dynamics 365 behaves the same way as if the call were answered directly within Dynamics 365. This would streamline the user experience and improve efficiency.