Microsoft’s native voice channel built into Omnichannel (part of D365 Customer Service Enterprise).
Uses Azure Communication Services (ACS) to handle voice calls directly inside the agent dashboard.
Inbound & outbound calls
Call recording
Call transcription
Skills-based routing
Integrated with CRM case managemen
Features:
🟡 License required: Omnichannel add-on + Azure usage
🟢 Best for: Call centers, support desks
Yes, it’s absolutely possible to integrate phone call functionality with Dynamics 365 Customer Service Workspace, and there are a few different ways to achieve this depending on your telephony system and desired features.
✅ Microsoft’s Built-in Voice Channel (Digital Contact Center Platform) If you're using Dynamics 365 Omnichannel for Customer Service, Microsoft offers a native voice channel (powered by Azure Communication Services). It’s great for basic call handling but might be limited if you need deep telephony or call center features.
✅ Third-Party CTI Add-ons (Free & Paid) There are some community-developed or freemium CTI connectors available on AppSource, though they may offer limited functionality and support. Free options often lack advanced features like:
Screen pop with customer details
Click-to-dial from CRM records
Call logging and activity capture
Agent status control, etc
At NovelVox, we provide a purpose-built CTI Connector for Dynamics 365, compatible with platforms like:
Cisco (UCCX, UCCE, Webex)
Amazon Connect
Avaya, Genesys, and more
It embeds directly into D365 Customer Service Workspace and offers:
Click-to-dial
Inbound screen pop
Call controls (hold, transfer, consult)
Automatic call activity logging
Customizable agent desktop
We’ve worked with both cloud and on-prem telephony systems, and can tailor the solution to your setup.
Let me know if you’re still exploring free tools, or if you'd like to see a quick demo of what a full-featured phone integration looks like inside Dynamics. Happy to help either way! 😊
To add detail to the previous posters response...
There are two options.
1) Upgrade your D365 environment with first party voice. Microsoft released it's own voice channel for Customer Service in November 2021. This gives you access to direct telephony and SMS support from inside Dynamics. Initial release is focused on the service availability deploying to environments located in the United States. You can still support telephony needs outside the US however.
2) Bring your own telephony. You can connect other telephony providers into Dynamics as a phone system. If it's not an OOTB supported vendor like Cisco and others...there is a Channel Integration Framework which is designed for you to be able to connect your phone system into Dynamics.
My recommendation would be to look at Option 1 first. It's super easy to setup and try out.
Hi,
Please refer to the following documentations.
Make and receive your first phone call in the voice channel | Microsoft Docs
Voice channel in Omnichannel for Customer Service | Microsoft Docs
You can integrate the phone call with Omnichannel.
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