Dynamics Telephony is perfect if you use CRM Orders, where it can pop Orders (if there are any open for the caller) or pop the callers Contact record. Furthermore, the phonecall activities are logged against the Order as appropriate.
How to get Dynamics Telephony to pop an Order based on the callers phone number
Orders have two phone numbers (Bill To Phone Number and Ship To Phone Number) you can use to match against the incoming call. Or, you can add a custom phone number field for Dynamics Telephony to search.
Remember, Dynamics Telephony can be set to search multiple fields in an entity
TIP: Set a condition that the Order must be open (status=active) for the phone number to be populated. In this way, only open Orders will match and pop.
In the custom entity dialerKVtable, add an entry for each phone number field you want to search..
Value: new_phone1 – the name of phone number field
Key: 1 – the order of lookup in this entity
Also in dialerKVtable entity, add another two entries as follows for the primary text to display
Value: name – *
Key: name – *
Value: name – *
NOTE: The above will display the Name of the Order. You might prefer to create another custom field on the Order that combines customer name and Name. This will be useful for multi-match. It must be a string custom field. Replace “name” above with your custom field name (3 places marked *)
In Dynamics Telephony settings > Inbound set..
Lookup entities: salesorder
TIP: If you set above to “contact, salesorder” then Dynamics Telephony will pop the Contact if there are no open Orders. However, if there is one open Order you will get a multi-match to choose between the Order and the Contact. In the multi-match dialog, the Contact will show at the top of the list.