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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Channels add-on questi...
Service | Customer Service, Contact Center, Fie...
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Channels add-on question / Teams chat and Teams voice

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Posted on by jfrobidas 12
Hi,
 
I look on the licenses guide but I can find any clear answer.  Do you have any channel matrix how show what add-on is require for what channel?  It's is pretty confuse to understand that.
 
I have specific question:
1- To use Teams chat, do I need Chat add-on or it is free as long you have D365 Customer service and an M365 with Teams?
2- Can use Microsoft Team Voice with voice channel?
3- Can we switch from a Teams chat to a voice, to as audio or video call, from it?
4- Can I have Azure Comm. SMS services on a chanel and Teams chat on another one, what license do I need?
 
Thank you!
I have the same question (0)
  • jfrobidas Profile Picture
    jfrobidas 12 on at
    Channels add-on question / Teams chat and Teams voice
    No one have an answer for me, please?
     
  • PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
    Channels add-on question / Teams chat and Teams voice
    Hey
     
     
    - You need to have Customer Service License on the environment, as most of them will use the Case/Incident entity.
    - TO provision Omnichannel for most of the channels (Chat, Teams, Social) you need "Customer service digital messaging" license.
    - to provision Voice over omnichannel, and if you're going to use ONLY voice, there's a "customer service voice messaging" license
    - If you plan to use both Voice + Other channels, there's a "Customer service Digital Messaging + Voice".
     
    So, even if you try to provision OC over teams, you'll need the Customer Service License + "Digital messaging" add on.
     
    - If you plan to use SMS Services + Voice, one of the requisites will be a phone number. For this, Azure Comms is a recommended service to purchase the phone number (under Omnichannel).  You can also use AzureComms to get a phoneNumber for your teams deployment
     
    Regards,
  • Umesh Pandit Profile Picture
    Umesh Pandit 9,315 User Group Leader on at
    Channels add-on question / Teams chat and Teams voice
    1. Teams chat is available for free as part of Microsoft Teams. You can use Teams chat without additional cost if you have a Microsoft 365 subscription that includes Teams (such as M365 Business Standard or M365 E3).
     
    The Chat add-on license is not required specifically for Teams chat. It mainly enhances chat experiences with features like priority notifications, read receipts, and more. However, basic chat functionality is included in Teams without any additional licenses.
     
    2. Yes, you can use Microsoft Teams Voice with voice channels. Teams Voice provides features like calling, and voicemail.
     
    3. During a Teams chat, you can easily switch to an audio or video call
     
    4. Yes,  a.If you want to build custom applications for non-Teams users to connect and communicate with Teams users, you can use ACS with external users. These users don't need Teams licenses or Microsoft Entra identities.
               b. If you're building custom applications for Teams users, they must have Teams licenses. This allows specialized workflows or experiences beyond existing Teams clients.
     
     
  • Tricia S Profile Picture
    Tricia S 9 on at
    Channels add-on question / Teams chat and Teams voice
    Hi
     
    1- To use Teams chat, do I need Chat add-on or it is free as long you have D365 Customer service and an M365 with Teams? You will need Digital Messaging Add On. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/channels
    you will also need the appropriate M365 licence. 
     
    2- Can use Microsoft Team Voice with voice channel?
    Teams interoperability is not yet supported. You will not be able to use Teams numbers for your voice channel. What is supported is ACS via Microsoft as a carrier or direct routing. 
     
    3- Can we switch from a Teams chat to a voice, to as audio or video call, from it?
    At this point the escalate to voice/video is in preview and not recommended for production.https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-microsoft-teams
     
    4- Can I have Azure Comm. SMS services on a chanel and Teams chat on another one, what license do I need?
    for SMS and Teams you need the direct messaging add on. You will be able to configure both channels. ie both Teams chat and ACS for SMS.
     
    Hope this helps
    Tricia.

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