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Hi All.
Can you configure calls to/from users in omnichannel/customer services when users are configured with phone system via direct routing? What are the requirements to enable this.
There's a few options when considering voice for Omnichannel.
Option 1 - In November, Microsoft released a first party voice channel where we will act as carrier and telephony provider. This allows you to move over to that option for all the telephony infrastructure for Customer Service. More info here - docs.microsoft.com/.../voice-channel
Option 2 - Bring your own carrier - you can also leverage that same voice channel and "BYOC" - Bring Your Own Carrier - docs.microsoft.com/.../voice-channel-bring-your-own-number
Option 3 - Connect your current phone system - There's various ways to do this...including the Channel Integration Framework, 3rd party connectors and add-ons provided by the telephony provider. I'd first look into the phone system to see if it provides an add-on or component to integrate. I saw articles regarding Cisco and other providers. Other 3rd parties offer components as well - community.dynamics.com/.../cisco-integration-with-dynamic-crm
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