This document describes a unified phone system and CRM for Dynamics 365 users. It allows for call recordings and transcripts to be stored directly in Dynamics 365 activities, personalized phone menus based on caller data in Dynamics 365, reviewing conversations through Conversation Intelligence, and scheduling call-backs that are logged in Dynamics 365. Users can transfer CRM records and phone calls with one click and leave pre-recorded voicemail messages that automatically log in the CRM. The phone system integrates chat, voice, and other channels within Dynamics 365 for a seamless user experience and increased efficiency.