Microsoft Dynamics 365 is the CRM for teams already deep in the Microsoft ecosystem — Teams, Outlook, SharePoint, Power BI, Power Automate. Adding ICTContact brings outbound contact center capabilities to that stack without stepping outside it. Dynamics Accounts, Contacts, Leads, and Opportunities feed into ICTContact campaigns; call outcomes write back as native Dynamics phone-call activity records. Those records appear in the Dynamics activity timeline and are queryable through Power BI or the standard Dynamics reporting tools your team already uses.
OData-Based Sync with Azure AD Authentication
Dynamics 365 uses OData as its data access standard — the same protocol used across Microsoft’s cloud services. ICTContact connects via OData with OAuth 2.0 authentication through Azure Active Directory. That means your IT team manages the ICTContact integration through the same Azure AD access controls they use for every other Microsoft integration. No separate credential system, no workaround authentication.
OData filters on import give you the same query expressiveness Dynamics users are used to. Filter by account territory, lead source, opportunity stage, custom field value — whatever segmentation logic your Dynamics instance supports, ICTContact can use it to define a campaign segment.
Phone-Call Activity Writeback
Call outcomes from ICTContact write back to Dynamics as phone-call activity records — not as generic notes, not as custom fields, but as Dynamics’ native phone-call entity type. They show up in the Dynamics activity timeline exactly the same as manually logged calls. Contact and account views include ICTContact calls without any custom view configuration.
- Custom entity support: if your Dynamics instance has custom entities beyond the standard Accounts/Contacts/Leads/Opportunities, the OData connection can query those too.
- Power Automate-compatible: phone-call activity records created by ICTContact can trigger any Power Automate flow that listens for Dynamics phone-call activities. Existing flows pick up ICTContact calls automatically.
- Multi-module import: run separate campaigns from Accounts, Contacts, Leads, and Opportunities — each with independent OData filters.
The Microsoft Ecosystem Angle
Organisations that standardised on Microsoft 365 for productivity and Dynamics 365 for CRM tend to be deliberate about keeping data inside the Microsoft stack. ICTContact fits that approach: call data goes into Dynamics as native activity records, not into a separate reporting system. Power BI dashboards that already show Dynamics activity data include ICTContact calls without additional connectors. That matters for IT and compliance teams that care about where data lives.
Other enterprise CRM integrations
- Salesforce integration — the most common enterprise alternative to Dynamics 365
- Creatio integration — BPM-first CRM that triggers business processes from call dispositions
- SugarCRM integration — on-prem enterprise CRM for organisations not on the Microsoft stack
- See all 23 CRM integrations — ICTContact integration hub
Technical Integration Capabilities
The table below summarises ICTContact’s integration capabilities for Microsoft Dynamics 365, based on the platform’s API. Ratings reflect what is actually implemented — not what the CRM markets.
| Capability | Status |
|---|---|
| Authentication | Full |
| Contact Lookup | Full |
| Contact Create | Full |
| Call Log | Full |
| Call Duration | Full |
| Disposition Write | Full |
| Contact Feed | Full |
Authentication method: OAuth 2.0 via Azure AD (client credentials). Call logging method: Full native call entity (/phonecalls).
How It Works in Practice
- Dynamics 365 uses the native /phonecalls entity — one of the two best-in-class call-logging implementations on this list (alongside Bitrix24). Call records appear in the Dynamics activity timeline with full duration and outcome fields.
- Authentication goes through Azure Active Directory using the client_credentials flow. You register an ICTContact app in Azure AD and grant it Dynamics API access — your Dynamics admin credentials are never shared with ICTContact.
- OData-based filtering on Accounts, Contacts, Leads, and Opportunities. Any OData query your Dynamics team already uses works as a campaign source filter.
- Power Automate compatible: phone-call activity records created by ICTContact are picked up by any Power Automate flow that triggers on Dynamics phone-call activities — no additional configuration required.
- Custom entity support: non-standard Dynamics entities can be configured as campaign sources if they have phone fields.
Known Limitations
- SSL certificate verification (CURLOPT_SSL_VERIFYPEER) is currently disabled in the default configuration for development environments. Enable SSL verification before deploying to production to prevent man-in-the-middle exposure.
Frequently Asked Questions
Does ICTContact sync contacts in real time?
No — sync runs on a configurable schedule (typically every few minutes to once per hour). For outbound campaigns, this is fine in practice. New records picked up in each sync cycle enter the campaign without manual re-imports.
Do I need a developer to set this up?
This integration involves Azure AD app registration. A developer familiar with the platform will make the initial setup significantly faster.
What data does ICTContact write back to Microsoft Dynamics 365?
ICTContact writes call outcomes (disposition, timestamp, and agent notes) back to the matching Microsoft Dynamics 365 record. It does not overwrite name, email, phone, or other contact fields — the original record stays intact. Only the call log entry is added.
Can I book a demo to see this integration live?
Yes. Submit a support ticket and request a demo of the Microsoft Dynamics 365 + ICTContact integration. We’ll walk through the connection setup, a live contact sync, and a sample campaign with writeback.