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Hi,
Asking how to receive phone calls in Omnichannel?
Regards
you have to configure the Channel Integration Framework (CIF) V2 with, if possible, already existing API methods. Then these API methods have to be shared with a CTI component (for example Genesys) that will route inbound phone calls to agents.
So, into Omnichannel for Customer Service you can automatically open contact form, activity form, and if you want automatic creation of Case.
Here some information about CIF:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/v2/overview-channel-integration-framework
Let me know if these information can cover your needs
docs.microsoft.com/.../overview-channel-integration-framework
Check below article to setup Telephony integration in Dynamics.
www.twilio.com/.../integrate-flex-microsoft-dynamics-365
It is possible to receive the call in omnichannel?
Yes it is possible, Check below link.
neilparkhurst.com/.../
Great. So after setup and configuring twilio flex in my Customer Service app. I can do this right away? But upon checking this option, its only possible to receive calls if you use the chat widget. What if the customer calls via phone, is it possible ro receive it via omnichannel?
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