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ReportI am looking to integrate phone call functionality with D365 customer service workspace. Anyone knows about any free addons which I can use to achieve this functionality?
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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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André Arnaud de Cal...
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Martin Dráb
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