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Call a customer in Teams

Goal​

Call a customer from their record in Parsware Sales, in Microsoft Teams, and keep a phone call on their timeline saying how it went.

Prerequisites​

  • You are signed in and have opened the Sales app.
  • Microsoft Teams is installed on your computer, or you can sign in to it in the browser.
  • To call a phone number, your Microsoft licence includes Teams Phone. To call somebody's Teams account you do not need it. See Without Teams Phone.

Call from a contact, an account or a lead​

  1. Open the contact, the account or the lead. It must be saved.
  2. Press Call on the command bar.
  3. Two things open:
    • Teams, in a new tab or in the app, ready to call the record's number. Confirm the call there.
    • A new phone call in Parsware, already about this customer, with the number, the subject Call with …, and Outgoing filled in.
  4. Have the call.
  5. Back in Parsware, fill in the Outcome (Connected, No answer, Voicemail, Wrong number), the Duration and any notes, then press Save.
  6. Press Complete when there is nothing left to do about the call.

The call now shows on the customer's timeline. Nothing is saved until you press Save, so a call that did not happen can be closed without leaving anything behind.

Which number is called. A contact's business phone, or their mobile phone when there is no business phone. An account's main phone. A lead's phone.

Call from a phone call you already have​

A phone call planned earlier, for example one somebody added from a timeline's New, has Call in Teams on its command bar. It opens Teams on the phone call's Phone number. Type the number first if it is empty.

To call a colleague or a customer who uses Teams, type their Teams address (for example ann@contoso.com) in Phone number instead of a number. Call in Teams then calls them in Teams, which needs no Teams Phone.

What Parsware does not know​

Parsware opens Teams, but nothing comes back from it. It does not know whether the call connected, how long it took, or whether it happened at all. That is what the outcome and the duration you fill in are for.

Without Teams Phone​

Calling a phone number from Teams needs Teams Phone on your Microsoft licence. Without it, Teams opens, but it cannot place the call to the number. Either ask your Microsoft 365 administrator for Teams Phone, or call the person's Teams address instead, as above.

This depends on your Microsoft licence, not on Parsware. Parsware only opens Teams with the number.

Troubleshooting​

  • "Save the contact first, so the call has someone to be about." The record is new. Save it, then press Call.
  • "This contact has no phone number to call." Fill in a phone number on the record.
  • "Type the number to call first." The phone call's Phone number is empty.
  • "Only a phone call can be called in Teams." Call in Teams is on every activity's bar, but it only calls from a phone call.
  • Nothing opened. Your browser may have blocked the new tab. Allow pop-ups for Parsware and press the button again.