Event banner
Event details
tchladek
Microsoft
MicrosoftDo I understand your question correctly, whether there are other ways to get phone numbers into Dynamics 365 Omnichannel than through Azure Communication Services Direct Offers? For example, connecting Azure Communication Services Direct Routing, Microsoft Teams Calling Plans, Microsoft Teams Direct Routing, or Microsoft Teams Operator Connect
Yes, that is correct.
dayshacarterThank you for clarification. As of now, this is the only option available. We'll need to do a little checking and will come back to you with support for Azure Communication Services Direct Routing. Teams PSTN connectivity is currently not supported. Would you like to leverage Teams Call Queues and Teams Voice Apps, or are you looking for Dynamics Universal Routing?- I think in the future we will look to do both Teams call queues/voice apps and Dynamics Universal routing. We are currently using three PBX's (Avaya, Cisco, MiTel), and looking at the prospect of consolidating down to Teams & D365 voice channel. We know we are going to Voice Channel since that is included with licensing we purchased originally with D365. As others have mentioned, we also discovered you need to have a PSTN line in Teams if you want to transfer or consult from a D365 agent to a Teams user. We would like to see the need for the PSTN line go away and just be able to consult or transfer directly to anyone in Teams.