Microsoft Dynamics 365 Business Central: identify callers in Webex
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If someone calls whose number is in Microsoft Dynamics 365 Business Central, the Webex sidebar gives their name – before you pick up. The lookup happens in your own Microsoft Dynamics 365 Business Central, at the moment of the call. With Microsoft Dynamics 365 Business Central, the company is added.
- The phone rings Incoming call
- Webex reports the number
- Haus iT Caller ID standardises it
- Your Business Central looks it up Your customer data stays here
- The sidebar names the caller
What the Microsoft Dynamics 365 Business Central connector delivers
- Finds by phone number – yes When the phone rings, the caller's number is looked up in this system. That is the basic service; without it there would be no connector.
- Finds by name – yes You can also type a name into the Webex tile's search bar. Without this capability the connector only answers the question “who is calling”.
- States the company – yes The company the caller works for is added to their name – provided it is maintained in the system.
- States the customer number – no The system does not supply a customer number through this interface. The line stays empty – it is not guessed.
- Links into the record – no A link into the record is not possible through this interface. The click in the tile therefore does not lead into the system.
- Writes the call note back – no This system accepts no note through its interface. The connector only reads; the field for the call note never appears in the tile in the first place.
These details are not maintained by hand; they are read from the same description the query itself runs on. They therefore cannot go stale without the connector changing with them.
How the query works
When the phone rings, Webex reports the number to the portal. The portal queries your Business Central with it – using the credentials your company has stored for that purpose – and returns what it found. There is no nightly sync and no copy of your customer base with us.
The result is cached so the same number is not queried on every call: hits for 14 days, unsuccessful queries for 24 hours.
What you need in Microsoft Dynamics 365 Business Central
- Directory (tenant) ID
- Environment
- Application ID
- Secret secret
- Company in Business Central (optional)
- Company ID (only if necessary)
The portal walks you through where to find these details in your system step by step during setup.
The connector is set up once for the entire company. Which employee may use the Webex tile is decided by management or IT in the portal – the tile is billed per user, so set up is not the same as enabled.
Limits of this connector
- Microsoft Dynamics 365 Business Central does not provide a customer number over this interface. The line then stays empty – it is not guessed.
- A click into the record is not possible with Microsoft Dynamics 365 Business Central: the system provides no address at which the contact could be opened.
- What is noted during a call cannot be written back to Microsoft Dynamics 365 Business Central: the system accepts no note through this interface. The connector reads.
- A contact system knows customers – not suppliers, not public authorities, not tradespeople. For everything that will never be in there, the portal has its own number book.
When you place the call
You type a name into the tile's search bar – Microsoft Dynamics 365 Business Central returns the phone numbers stored there, and one click has Webex dial.
- The search bar type a name
- Your Business Central returns the numbers Your customer data stays here
- The tile shows each one
- Webex dials on one click
Every stored number appears on its own, with its label – office, mobile, private. Otherwise someone who called from a mobile gets a callback to the desk they are not sitting at.
Dialling is done by the Webex client. The portal opens no connection – it hands the number to your operating system, which passes it on to Webex.
Dialling from inside Microsoft Dynamics 365 Business Central – clicking a phone number in the system itself – is not possible. The connector reads in your system and writes nothing into it; nothing is installed on the workplaces. If you want to work through a list, turn it around: the power dialler pulls it from Microsoft Dynamics 365 Business Central into the tile, and the dialling happens there.
What it looks like
Questions about Microsoft Dynamics 365 Business Central and Webex
How do I see who is calling in Microsoft Dynamics 365 Business Central?
You do not see it in Business Central but in Webex: Haus iT Caller ID looks the number up in your Business Central while the phone rings and shows the result in the sidebar of the Webex client – before you pick up.
What appears in the tile then?
Always the caller's name. Plus the company, provided it is filled in on the record. This system offers no link into the record.
What does the Microsoft Dynamics 365 Business Central connector need?
These details: Directory (tenant) ID, Environment, Application ID, Secret, Company in Business Central (optional), Company ID (only if necessary). The portal shows you where to find them in Microsoft Dynamics 365 Business Central during setup.
Is my customer data copied?
No. The question goes straight to your Business Central, at the moment of the call. No copy of your customer base is created here, and no call content is processed.
What happens if the caller is not in Microsoft Dynamics 365 Business Central?
Then they stay unknown for now – a contact system knows customers, not suppliers or public authorities. That is what the portal's own number book is for: once someone is named, they are identified from then on.
What does it cost?
The portal with connection to Webex, retention of call data and number book is free, with no limit on workplaces. The Webex tile is billed per user per month.
