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Omnichannel - Setup phone number before porting into Azure?

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Posted on by FG-03051314-0

Hi community,

We are planning on porting our currently owned phone numbers into our Azure service to use them in Omnichannel. In order to avoid service interruptions, i would like to set up the phone numbers in Omnichannel prior to porting.

We have 1000+ numbers to port, so having all the settings already setup in Omnichannel would save us a lot of hassle.

Does anyone know how the system would react if I was to manually add them and then port them later on? Would it create duplicates in the entity?

Thank you in advance for your advice,

Regards

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Dengliang Li Microsoft Employee on at

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Omnichannel - Setup phone number before porting into Azure?

Hi,

According to this official document.

https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-bring-your-own-number?tabs=customerserviceadmincenter#prerequisites

To use your own phone number in Omnichannel, you need to first connect the carrier and phone number to Azure Communication Services via direct routing.

Then, set up the phone numbers in omnichannel.

Best Regards,
Dengliang Li

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