Set up an inside outbound sales team

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Posted on by CU27040915-1

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 Microsoft Employee on at

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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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