Omnichannel Voice vs Teams Calling (Preview)

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Posted on by ez Jurgen

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Hi,

New to D365 and a bit confused.

We already use Phone system with a calling plan so it was easy and free to enable Teams Calling Feature in sales and customer service.

it works great.

But i also saw the Omnichanel voice channel. Its 75€/u/m but it seems to do the same trick....

anyone care to elaborate on the difference?

I did see that omnichannel does not use teams admin center and sets everything up in power platform admin.

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Nicholas Plant 55 on at

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Hi Jurgen,

I note that you have reported a positive experience with the Teams Calling feature in sales and customer service. I know that the Teams calling feature is still in preview (the GA of it has been heavily delayed) but can I ask you whether you see any capability to do anything with a call other than put it on hold. i.e. can you transfer the call or add another participant or any of the things that are normally expected of a modern phone system.

There was supposed to be a new UI for the Teams calling widget - which I guess is supposed to have these features. Indeed, there was a brief glimpse of it in the 2021 wave 2 launch event video. However, my preview of the Teams calling feature (in the UK) is stuck with just the most basic: answer a directly dialled number (i.e.. does not work if an incoming call is routed through a call queue or auto attendant); make a single participant outgoing call and put a caller on hold. That is all - which for a modern softphone is very poor functionality indeed.

Given customer expectations, it is not really acceptable for the salesperson to have to say - you will need to speak to accounts about that, have you got a pen I'll give you their number maybe you could give them a call. Yet given the current functionality that is what you would have to do.

If you have a different experience I would love to hear it as I am anxious to know whether when it is finally GA, whether the teams calling will in fact bring the functionality that both users and customers are going to expect.

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ez Jurgen 127 on at

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Hi Nicolas,

Well we do get a bit more then what you discribe. First of, I wanted to calls to be logged on the relevant CRM record, being the lead, contact, opportunity or customer service case. This so all users can see everyones calls on the account/contact. And it does. when the call comes in via the Support Call Queue native in Teams (AA and CQ) or our Call center (Tendfor) we can link it to the record.

Then it start transcribing the audio in the call, both caller and callee. i looks wierd but its Dutch

When Finished you can see the summary, where you can read the transcript again, play the recording again, and see the suggested action and mentions of someone. Even tell you the sentiment of the callers. prety cool stuff.

True you CANNOT transfer a call or do adv. teams stuff with it. But we are a small shop, so no transferring allowed. you get the call, you fix it

Now I hope someone could tell me the difference between the above and what you get in Omnichannel for 75€/u/month extra....

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