intelli-CTi for Microsoft Dynamics 365 – Telephone Number Support

Telephone Number Support Summary

As part of the integration with Microsoft Dynamics 365, intelli-CTi employs a telephone number management process, which we call intelli-TNS (Telephone Number Support). This process is primarily in support of the intelli-CTi Inbound Call Recognition functionality.

The intelli-CTi CRM Solution creates a (hidden) custom CRM entity, called intelli-TNS, which stores enhanced telephone number data relating to supported CRM Entities.  In doing this issues relating to inconsistent telephone number data entry are minimized.  A user can input a number into Dynamics 365 such as 44-01329-222800 or 01392 222800 ext 22 etc. and it will display as entered, but the TNS function will re-format the data stored in the custom entity so that inbound call look up is more accurate.

However, the format of data entered does have a bearing on outbound calling as well as how the data is synced to outlook etc.  Therefore our recommended data entry format would be +44 (01329) 222800.

Which CRM Entities are Supported?

intelli-CTi provides Call Recognition functionality for the following out-of-the-box entities: AccountContact and Lead.

For details of which telephone number fields intelli-CTi provides this functionality for, please see the list below:

  • Account
    • [telephone1]
    • [telephone2]
    • [telephone3]
    • [fax]
  • Contact
    • [telephone1]
    • [telephone2]
    • [telephone3]
    • [fax]
    • [mobilephone]
  • Lead
    • [telephone1]
    • [telephone2]
    • [telephone3]
    • [fax]
    • [mobilephone]

New TNS Customization feature with Version 4 and above

With the release of Version 4 of intelli-CTi for Dynamics 365, it is possible to customize the field and the entities that TNS supports.  Please see the Product Documentation for more details.

Related Resources:



See the intelli-CTi Help Center User Guidelines for important considerations of use.