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BT Cloud Work for Microsoft Dynamics 365
by RingCentral Inc.

Drive productivity by seamlessly integrating your cloud communications and collaboration solution into Microsoft Dynamics 365.

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BT Cloud Work for Microsoft Dynamics 365

What's New?

Enjoy the ability to choose to view or hide contact matches when receiving inbound calls in Dynamics.

Improve your sales pipeline by seamlessly integrating your BT Cloud Work cloud communications and collaboration solution into Microsoft Dynamics 365. Enhancing your CRM experience enables you to automate your sales cycle, improve workforce productivity, increase call efficiency and enhance customer interactions. Call leads and customers from within Dynamics 365, automatically match incoming callers to existing contact records and automatically save notes logged during or after a call.


  1. Make and receive calls: Dial through the BT Cloud Work solution and enjoy enhanced Microsoft Dynamics 365 capabilities across all of your BT Cloud Work devices.
  2. Click-to-call: Place calls from within Dynamics 365 by clicking on the hyperlinked number within contact cards, saving time and improving call efficiency
  3. Screen pops: Callers’ account records and contact histories are automatically displayed for all incoming calls so your team is always equipped for quality interactions.
  4. Automatic call logging: Seamlessly log all call and SMS history and notes so your team never misses an important interaction.
  5. Message hub: Access all BT Cloud Work text messages, voicemails, and faxes from one place. Initiate calls, SMS messages, a new call log, entity types (Accounts, Leads, Contacts), and much more from this view.
  6. Active call controls: Quickly mute, transfer, hold, and hang up from within the widget.
  7. Create new records: Easily create new accounts, contacts, or leads while on an active call.
  8. Settings: Set your presence across all BT Cloud Work endpoints, enable automatic log notes, calls, SMS, SMS content, matched entities on inbound calls, and configure in app preferences.


Seamless integration with Dynamics 365

Connecting your BT Cloud Work solution with the CRM applications you use every day allows you to automate the tedious tasks in your workflow for added efficiency and ease of use.

Streamlined business communications

BT Cloud Work for Dynamics 365 reduces the need for agents to switch between multiple devices and applications to access key business functionalities.

Exceptional customer experiences

Intuitive displays of key customer information allows agents to deliver a highly personalized customer experience with every incoming call. Eliminate misdials and speed up response times with easy access click-to-dial phone numbers from any customer or account.


  1. Dynamics 365 (online) version 9.1 and higher versions
  2. Browsers: Google Chrome (recommended: version 69 or later) or Microsoft Edge.
  3. Last update: 04/27/21


Follow the steps in the RingCentral for Dynamics Admin Guide.