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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Set up an inside outbo...
Customer experience | Sales, Customer Insights,...
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Set up an inside outbound sales team

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Posted on by Community member
Hi experts, has anyone set up a team of inside sales people who are to make outbound 20 calls/hr without the use of a dialer on an existing Dynamics 365 CRM? Can this be done in any way OOB or is there a 3rd party application that is useful for this?
 
Thank you in advance...
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    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    We have analyzed your requirements and according to the official documentation, you can use Omnichannel for Dynamics 365 Customer Service to set up click-to-run outbound calls. This involves using a custom control, please refer to the official documentation in the link below.
    https://learn.microsoft.com/en-us/dynamics365/guidance/resources/cs-set-up-outbound-calls
     
    Additionally, you can also integrate a third-party IVR system with Omnichannel, as described in the official documentation at the link below.
    https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-contextual-transfer-external-ivr
     
    Of course, these out-of-the-box features may not meet your needs, and if this is a critical need, we recommend that you use the link below to seek Microsoft support.
    https://admin.powerplatform.microsoft.com/support
     
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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