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 / 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

(0) ShareShare
ReportReport
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?

  • 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 Microsoft Employee 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/.../

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

Announcing Our 2025 Season 1 Super Users!

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

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Tip: Become a User Group leader!

Join the ranks of valued community UG leaders

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 292,516 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 231,321 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans