The voice channel supports anonymous inbound calls on those numbers only that are configured via Azure Communication Services direct routing.Use the steps in Acquire a phone number if you want to configure a new number. Only those numbers are displayed that have inbound calls enabled and are not already associated with any other workstream.Name: An intuitive name, such as Contoso voice workstream.On the left pane, select Workstreams, and then on the Create a workstream dialog, enter the following.Įnter the following details for the workstream: More information: Provision unified routingĭo the following to configure a workstream for voice: More information: Provision Omnichannel for Customer Service PrerequisitesĮnsure that the following prerequisites are met: You can enable your customer service representatives to communicate with customers on the phone to resolve issues using the voice channel.
For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.Ĭonfigure inbound calling to set up the voice channel in Customer Service. An additional license is required to access Omnichannel for Customer Service.
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
