Mercury recruitment CRM phone system integration
Mercury is built on Microsoft Dynamics 365 and the Power Platform, which changes the telephony conversation completely. Your CRM, your identity, your email and often your collaboration tooling are all Microsoft, so the temptation is to make the phone Microsoft too and be done with it. Sometimes that is right. Sometimes it quietly costs you the dialling and reporting your desks are managed on. This page sets out both routes properly.
- Mercury sits on Microsoft Dynamics 365 and the Power Platform
- Dynamics-basedMercury sits on Microsoft Dynamics 365 and the Power Platform
- Teams Phone, or a specialist voice platform integrated into Dynamics
- Two routesTeams Phone, or a specialist voice platform integrated into Dynamics
- Call activity logged against the Dynamics records your reports already read
- Written backCall activity logged against the Dynamics records your reports already read
- Click-to-dial and screen-pop inside the Dynamics interface your consultants already work in.
- Call activity written to the entities your existing Mercury and Dynamics reporting depends on.
- A straight comparison of Teams Phone against a specialist dialling platform, including the costs usually left out.
- Microsoft 365 identity, licensing and security handled by the same team as the phones.
Why being on Dynamics is an advantage
Sitting on a mainstream Microsoft platform means the integration routes are documented and well travelled, rather than depending on one vendor’s proprietary connector.
- Dynamics 365 is one of the most widely integrated business platforms in existence, so telephony connectors are a normal part of its ecosystem.
- Authentication runs through your Microsoft identity, which means access is governed by the same controls and revoked by the same leaver process.
- Power Automate can act on call outcomes — triggering follow-up tasks, alerts or stage changes without custom development.
- Reporting can flow into Power BI alongside your placement and revenue data rather than living in a separate telephony portal.
Teams Phone or a specialist platform?
This is the decision that matters, and it usually has a different answer for different people in the same agency.
- Teams Phone
- Excellent — one app for everything
- Specialist voice platform
- Works, but more capability than needed
- Teams Phone
- Workable, depends on connector availability
- Specialist voice platform
- Built for it — dispositions, campaigns, wallboards
- Teams Phone
- Not native; needs an additional application
- Specialist voice platform
- Native
- Teams Phone
- Delivered via certified solutions, licensed separately
- Specialist voice platform
- Included in the platform design with retention and access control
- Teams Phone
- Usually needs an analytics or contact-centre layer
- Specialist voice platform
- Standard
- Teams Phone
- Yes — a genuine advantage
- Specialist voice platform
- Softphone alongside Teams
The design we most often recommend for a Mercury agency is hybrid: dialling desks on a specialist platform integrated into Dynamics, back office and management on Teams Phone, with numbering and routing spanning both so the outside world sees one business.
Want Mercury integration confirmed against your own tenant?
A review is free, there is no obligation, and you keep the written summary either way.
What we configure in a Mercury deployment
Confirmed against your own environment before anything is ordered — Dynamics implementations are rarely vanilla, and Mercury adds its own recruitment model on top.
- Click-to-dial from the candidate, contact, company and vacancy records your consultants work in.
- Inbound screen-pop with disambiguation where a number matches more than one record.
- Activity write-back mapped to the entities and activity types your existing reports consume.
- Structured call outcomes so desk reporting is comparable between consultants.
- Recording links stored against the record, with access restricted by security role.
- Consistent outbound caller identity across softphone, browser, desk phone and mobile.
- Optional AI call summaries and next actions written back through Atom Insight.
Questions to settle before configuration
Getting these agreed first is what prevents a rebuild after go-live.
- Which Dynamics entities are in daily use, including any custom ones added for your process.
- Where call activity should be written so existing dashboards keep working.
- Which security roles may access recordings, and whether that differs by desk.
- Whether Power Automate should act on call outcomes, and what those actions are.
- Whether your Microsoft licensing already includes anything you are about to buy again.
- Your sandbox and change-control requirements for deploying into production.
Mercury telephony scoping checklist
- Your Dynamics 365 edition and which interface consultants use.
- Mercury version and any custom entities in the recruitment process.
- Existing Power BI or Dynamics reports that call data must feed.
- Microsoft licensing currently held, including any Teams Phone licences.
- Seat count split between high-volume dialling and general business use.
- Recording requirement, retention period and permitted listeners.
Frequently asked questions
Is Mercury a Microsoft product?
No — Mercury is a recruitment platform built on Microsoft Dynamics 365 and the Power Platform. That matters for telephony because integration happens through well-documented Microsoft routes rather than a closed proprietary interface.
We already pay for Microsoft 365. Are we buying calling twice?
Possibly, and it is worth checking before you spend anything. Some Microsoft plans include elements you may be about to buy separately, and some Teams Phone capability needs additional licensing that is easy to overlook. We will map what you already hold against what a proposal adds.
Can we run Teams for the office and a specialist platform for the sales floor?
Yes, and with Mercury that is the most common sensible answer. The work is in designing numbering and routing so both behave as one business externally.
Will call activity appear in our Power BI reports?
Yes, provided we agree where activity is written before configuring it. That is exactly why we ask which reports matter first rather than writing to a default location and leaving you to rebuild dashboards.
Related recruitment guides
Get a Mercury and Microsoft licensing review
We will map what your Microsoft estate already covers, what a phone platform needs to add, and where a hybrid design saves money rather than duplicating it.
- Full audit of every line, number and contract you hold
- Honest view of what your CRM will and will not integrate with
- The call data you are not currently seeing, including missed inbound
- A written summary — yours to keep either way