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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Teams voice (dialer) I...
Customer experience | Sales, Customer Insights,...
Suggested answer

Teams voice (dialer) Integration for Customer Service like in Sales Hub Pro

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Posted on by ez Jurgen 127

So We have teams voice working in Sales Pro. We can call form a contact or lead. FYI, we have Teams Enterprise Voice (Phone system) with a Domestic dailing plan.

I did not find the dailer in Customer service. Why did MS make a differenent approuch there? Would be nice if a tech could dail the contact on the case and get the same insight...

I read something about omnichannel voice but that seemed a bit expensive and we already have Support calling queues in place with enterprise voice and it works for sales... so why not for customer service?

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  • Suggested answer
    ez Jurgen Profile Picture
    ez Jurgen 127 on at
    RE: Teams voice (dialer) Integration for Customer Service like in Sales Hub Pro

    I just found the option in the integration where you can select in what apps (sales, Cust Service,...) the teams caller panel should be enabled.

    Tested it out and I now have the teams diealer in all apps I want.

    Path to setting: App Settings\General Settings\Teams Calls\Teams calls again\Advanced Settings\Select D365 apps for Teams Calls. Sales is selected by default but you can add all other CE apps too.

  • ez Jurgen Profile Picture
    ez Jurgen 127 on at
    RE: Teams voice (dialer) Integration for Customer Service like in Sales Hub Pro

    Hi ,

    I voted up an already posted ID. but It had low vote count. so I am wondering why other users do not want this as much. Is everyone using the multichannel voice then? And that is not available for CS pro, only CS Ent.. strange

  • Suggested answer
    Community Member Profile Picture
    Community Member on at
    RE: Teams voice (dialer) Integration for Customer Service like in Sales Hub Pro

    Hi ez Jurgen,

    This is a feature in the 2020 release wave 2 plan and it can only be integrated with the Dynamics 365 Sales.

    Reference: Easily onboard with out-of-the-box Teams dialer integration - Dynamics 365 Release Plan | Microsoft Docs

    You could post an idea here to progress it integrated with Dynamics 365 Customer Service:

    experience.dynamics.com/.../

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