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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Teams/phone calling in...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Teams/phone calling in D365 customer service

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Posted on by VENKATESH VEERASAMY 287

Hi, 

I would like to know whether Ian get your insights on the Microsoft Telephony with D365 customer service.

One of my customers is using Microsoft Team and intend to use D365 customer service.

- It is a financial organisation who would like their customer service team to receive phonecall on teams, escalate the call and also be able to make calls. 

- calls should be recorded, stored and should be to access if needed. Ideally in d365 (account or contact record) or share point .

How would achieve this using teams?

What modules and licenses I require? 

Your input on this would be highly appreciated.

Thanks in advance.

I have the same question (0)
  • Suggested answer
    Eiken Profile Picture
    Eiken Microsoft Employee on at

    Hi,

    You need to set up Phone System in your organization firstly.

    Please check the following link.

    Set up Phone System in your organization - Microsoft Teams | Microsoft Learn

    Then configure Microsoft Teams disler and select dynamics app for Team call.

    Configure Microsoft Teams dialer in Dynamics 365 Sales | Microsoft Learn

    Now, make and receive in dynamics and the records will be saved

    Make and receive Teams calls in Dynamics 365 | Microsoft Learn

    Set up Microsoft Teams for conversation intelligence | Microsoft Learn

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