Ctelo Voice for Microsoft Dynamics
by CTELO
Add enterprise-grade PSTN telephony to Microsoft Dynamics 365 Customer Service—seamlessly integrated
Ctelo Voice for Microsoft Dynamics is a cloud-native telephony integration that transforms Dynamics 365 into a fully connected voice-enabled CRM. Designed for high-volume PSTN users, contact centers, this solution enables agents to make and receive external calls directly within their CRM sales solution.
Whether you're a
customer service team looking to streamline workflows or seeking to implement a
complete CRM + telephony solution, Ctelo Voice ensures a unified, secure, and
future-ready communications experience. All telephony activity available for AI/copilot projects With real-time AI features, native
Microsoft 365 integration, and a operational support model and future needs, Ctelo Voice is
your trusted Microsoft Telephony quality assurance partner.
Key Benefits
🔹 All-in-One Telephony: One solution for PSTN,
Direct Routing and Microsoft Teams Phone — fully integrated with Dynamics 365.
🔹 Native CRM Integration: Make and receive calls
directly in Dynamics 365 with full call logging, screen pop, and customer
context.
🔹 AI-Enhanced Service: Real-time transcription,
sentiment analysis, and smart suggestions to boost agent productivity and
customer satisfaction.
🔹 Partner-Driven Delivery: Delivered through
your trusted Microsoft Partner — we support them, so they can support you.
🔹 Quality-Assured Support: Our Microsoft
Telephony experts provide embedded 2nd/3rd line support, ensuring fast
resolution and peace of mind.
🔹 Flexible & Scalable: Use your existing
phone numbers and carriers, or switch with ease — we support your telecom
strategy, not lock you into ours.
🔹 Global Reach: Available in 140+ countries ready to add another,
with compliance to local telecom regulations and enterprise-grade security via
Microsoft Azure.
services are available and your expectations are met.
Required Microsoft
Licenses for Ctelo Voice in a
Dynamics 365 Environment:
Dynamics 365 Contact Center (Voice)
Dynamics 365 Customer Service Enterprise
- Acts as the base license. Needed for any agent using the voice channel through Dynamics 365 Customer Service.
Dynamics 365 Voice Channel Add‑On
- Also called the Dynamics 365 Contact Center Voice license.
- Enables inbound/outbound PSTN calls, call routing, transcription, and full telephony integration.
- Assigned per user, on top of Customer Service Enterprise—unless you use Customer Service Premium, which includes the Voice Channel.
Example: A contact center agent using voice within Dynamics must have both:
- Customer Service Enterprise, plus Voice Channel add‑on
OR- Customer Service Premium (which bundles both)
For PSTN Calling via Teams (Direct Routing)
Even with Ctelo Voice embedded in Dynamics, Teams Phone licensing is still required to enable PSTN dialing.
Microsoft Teams client license
- Provided via Microsoft 365 / Office 365 (e.g., E1/E3, Business Standard).
- Enables Teams functionality for collaboration and calling UI.
Microsoft Teams Phone Standard (Phone System)
- Enables cloud PBX features: dial pad, routing, voicemail, transfer, call queues.
- Required if a user needs a direct PSTN number in Teams.
- Included in Microsoft 365 E5/A5; otherwise, must be purchased separately (e.g. for E3 or Business Standard users).
Example:
A Teams Voice agent on Office 365 E3 needs:
- Teams Phone Standard if not on E5/A5.
If the agent is on M365 E5/A5, no additional Phone System license is necessary.
Fixed Onboarding
Fee
Onboarding is done at a fixed fee of EUR 695 per Tenant location. Invoicing of
the onboarding fee and any additional consulting is handled directly by the
executing party.
Get started
Click the blue Get It Now button above to order Ctelo Voice for Dynamics licenses
for your phone users and fill in the required information to get started.
At a glance
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