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We are excited that the new voice channel has come available and we are moving to incorporate that. I can see how we can pull a new phone number, but how do we port our current business numbers into Onichannel? Has anyone had an experience with that?
Hi JHILS,
You can refer following document:
docs.microsoft.com/.../voice-channel-manage-phone-numbers
Unfortunately this doesn't have any information on porting numbers into ACS. Going through this documentation it only allows you to purchase a new numbers. You can't seem to port in your already owned numbers. I have opened a support ticket to find out. If you can't port in that is a significant limitation for Voice.
What did you determine regarding porting existing phone numbers into D365 Omnichannel? All the docu states that numbers can be ported into Azure Communications Services which then can be used in D365 Omnichannel. Hoping you can provide some real-world experience or at least what you found out from Microsoft. Thanks in advance.
The experience was a little difficult since everything was so new. The first big issue was MSFT had to turn on voice capability on the backend for our tenant. Then we could go through all the steps to set up voice channel. We got our ACS up and running and did some testing. We then had to port using the ACS - Port In Form - Toll Free document. It was pretty simple, but needs a few ACS items. I have gone through porting on various platforms, and I will say once we got the paperwork over it was pretty smooth.
If you can't find that form you might try emailing acsporting@microsoft.com and see if they can send it, they were VERY helpful in this process.
Thank you for the feedback! Greatly appreciated!
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