Tag Archives: callback

Manage Callbacks

Dynamics Telephony allows you to set a callback promise for a customer. Select the Outcome “callback” in the Dynamics Telephony toolbar.


In the popup, select the date and time for the callback using keyboard entry, up-down arrow or the popout calendar.


The callback promise will be entered as the “Due” time and date for the phonecall activity in CRM. In addition, if you have Dynamics Telephony Integration (DTI) with your contact center, the callback will be automatically presented to an agent at the appropriate time and date.

If you have Outlook integration for CRM, the callback may be managed there too.