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Enable voice consult with Microsoft Teams users

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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. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Azure Active Directory is being renamed to Microsoft Entra ID. No action is needed from you. For more information, see New name for Azure Active Directory.

Customer service is not always limited to contact centers. Employees within the enterprise are often required to assist agents in customer service scenarios and talk to customers directly for highly technical or VIP engagements. You can enable your agents to consult with or transfer voice calls in Omnichannel for Customer Service to subject matter experts (SMEs) in Microsoft Teams.

The SMEs can participate in customer service conversations directly from Microsoft Teams to help agents in Dynamics 365 and customers on the phone call to resolve issues expertly.

Prerequisites

The following prerequisites must be set for the Microsoft Teams users:

To update the Teams phone number in the user profile, perform the following steps:

  1. Sign in to the Azure portal and go to Microsoft Entra ID.
  2. Select Manage > Users
  3. Select the required user and select Edit to add the phone number in the Contact info > Office phone field.

    Note

    When you're adding a business phone number, make sure that you prefix the number with the plus sign (+) followed by the country code.

  • Update the Azure profile for SMEs with phone number: Add SMEs with phone numbers as guest users to the Microsoft Entra ID for them to participate in a voice call as an SME consult. To add a guest user and update a phone number in the user profile, perform the following steps:

    1. Add a guest user in the Azure portal. More information: Add a new guest user
    2. On the guest user profile page, select Edit to add the phone number in the Contact info > Office phone field.

    Dynamics 365 uses Graph API to retrieve the number in the Office phone field. Agents can then search for the guest user in the Teams tab of transfer or consult.

Enable agents to consult with Microsoft Teams users

To allow the agents to consult with Microsoft Teams users, enable the Consult with Microsoft Teams user setting in the voice channel section of the workstream for voice. More information: Configure the voice channel

See also

Introduction to the voice channel
Agent consult with Microsoft Teams users