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Dynamics 365 Omnichannel: Integrate 3rd-party Avaya telephony into the Voice channel

Posted on by 286

Hello Community,

Does anyone have experience integrating a 3rd-party telephone provider (such as Avaya) into the Voice Channel of Omnichannel in Dynamics 365 Customer Service? If anyone has any insights on how this could be set up, what's required, any pointers would be appreciated.

Thank you!

  • Tomasz Zawadzki Profile Picture
    Tomasz Zawadzki 5 on at
    RE: Dynamics 365 Omnichannel: Integrate 3rd-party Avaya telephony into the Voice channel

    Hi,

    indeed there are following methods integrating 3-rd party telephony system:

    1. integration on the telco level using Azure Direct Routing - you need to use approved SBC (Session Border Controller) (learn.microsoft.com/.../telephony-concept) for that and you need to have your own SIP Trunks or other telco resources. Such integration work on telco level and will somehow bypass softphone and other agent tools provided by 3-rd party provider such as Avaya, Genesys. In fact CC agents do not even need any Avaya desktop components to utilize voice channel within Dynamics Omnichannel.

    2. Using CIF v 2.0 integration framework. Such integration is bringing CC vendor (Avaya, Genesys, etc) controls to Omnichannel workspace. For Avaya you can check Upland (www.devconnectmarketplace.com/.../ingenius-connector-enterprise), as for Genesys you can check Avtex (appsource.microsoft.com/.../avtex_solutions.avtexinteractionsync Softphone (www.softphone.it/.../).  You can also build your own connector.

    In case you will use CIF integration you need to consider which channels will be supported by 3-rd party telephony (voice only) and which channels (email, chat?) will be handled by Dynamics in case consistent reporting across all channels. You need to consider also agent status synchronization for agents serving more than one channel at the same time (voice/email/chat).

    Apart from above mentioned integrations there are other integration options e.g. USD (Universal Service Desk), but it depends which part should be done by CC vendor (IVR, ACD, etc) and what should be done by Dynamics and what level of integration is required.

    Regards

    Tomasz

  • D365EL Profile Picture
    D365EL 286 on at
    RE: Dynamics 365 Omnichannel: Integrate 3rd-party Avaya telephony into the Voice channel

    Hi Leco Lv,

    Thank you for the above info. However, I was also reading that to connect to a 3rd-party telephony system, we could use the Azure Direct Routing method as well? (learn.microsoft.com/.../voice-channel-bring-your-own-number

    I am a little bit confused here. So does this mean that there are 2 different methods, one using the D365 Channel Integration Framework 2.0 connector, and the other using the Azure Direct Routing? Or are they all the same?

    And if they are two different methods, which one should we go with?

    Would you know anything further?

    Thanks!

  • Suggested answer
    Leco Lv Profile Picture
    Leco Lv on at
    RE: Dynamics 365 Omnichannel: Integrate 3rd-party Avaya telephony into the Voice channel

    Hi partner,

    Hope it helps!

    you can use the Dynamics 365 Channel Integration Framework 2.0 connector to integrate third-party contact centers, such as Genesys Engage, Solgari, and NICE inContact.

    learn.microsoft.com/.../voice-channel-faqs

    learn.microsoft.com/.../support-multiple-providers

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