Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / D365 Omnichannel Voice...
Service | Customer Service, Contact Center, Fie...
Suggested answer

D365 Omnichannel Voice - Can the call notification dialogue box be customised?

(0) ShareShare
ReportReport
Posted on by MB-07051533-0
When using Omnichannel Voice, the team are struggling to identify inbound calls because the notification box appears with /Voice call request from.../ and then only allows a further 10 characters in the box.
Can the notification be customised to:
1. Increase the size of the box
2. Edit the text in the box e.g. there's no need for /Voice call request from.../, shortening this would leave more room to see the contact name or number
3. Add in the account associated to the contact (further contact details not just number or name)
 
Thanks,
Matt
 
 
 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    D365 Omnichannel Voice - Can the call notification dialogue box be customised?
    Hi Partner,
    As an administrator, system integrator, or partner, you can use the out-of-the-box templates for notifications or create your own. A notification template is a combination of notification-related, reusable information. The template is used to configure what information needs to be displayed to the agents and supervisors for an incoming conversation, escalation, transfer, or consult.
    https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/notification-templates?tabs=customerserviceadmincenter
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Daivat Vartak – Community Spotlight

We are honored to recognize Daivat Vartak as our March 2025 Community…

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Kudos to the February Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 293,245 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,927 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156 Moderator

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans