The best matched record, be it an Contact, Account or Lead will be shown in a pop-up, along side the Skype for Business pop-up. The phone numbers for the incoming calls will be looked up in Dynamics 365 using our smart matching rules,making sure that you'll get the best match every time. The Phone Agent Assistant runs in the background, alongside Skype for Business on your Windows machine, and will automatically detect all incoming calls on Skype for Business and show relevant information from Dynamics 365. Use the 'Decline and schedule call back' button to decline the incoming call and create a reminder Phone Call activity in Dynamics 365 which will automatically remind you in 24 hours to call back.Use the 'Start taking notes' button to quickly create a Phone Call activity in Dynamics 365 with your notes, without the need to open Dynamics itself.See highlights of the Account, Contact or Lead straight away and optionally you can choose to open up their record directly in Dynamics 365.Using smart matching the incoming phone number will be able to be matched against many different formats of phone numbers in your Dynamics 365, making sure that you'll get the best match every time, regardless of how you store phone numbers.Information in the extended notification window will provide caller recognition based on the data from your Dynamics 365 organization.

An extended notification window will appear to compliment Skype for Business's notification.

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