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missing omnichannel voice even after purchasing the license

Posted on by 25


  1. I already purchased add-on license "Dynamics 365 Customer Service Digital Messaging and Voice Add-in"
  2. installed Dynamics365 in production environment with Enterprise license used in France region


noticed the dynamics365 environment being setup without

"Omnichannel for Customer Service - Telephony" being installed,


so channels on the dynamics365 doesn’t contain any voice channels

followed Microsoft documentation but nothing help

anything is missing


the trial version was working fine, but it was disabled so purchased license and install it but this doesn’t work as expected



  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: missing omnichannel voice even after purchasing the license

    Hello Maha.

    Omnichannel voice is provided as a separated APP, through a different solution. So if you go to and select Resources > Dynamics 365 Apps, you should be able to see a solution named "Omnichannel for Customer Service - Telephony"


    When you install this, you should be able to use it.  
    I'm a bit more concerned on something you've mentioned:  France region. Please note that Omnichannel voice is NOT YET supported in France region:  (to be announced). VOice channel is available for EMEA (Crm4).


  • Maha Heiza Profile Picture
    Maha Heiza 25 on at
    RE: missing omnichannel voice even after purchasing the license

    Hello Charan

    Yes, omnichannel for customer service installed but when configuring through omnichannel administration in only see (Chat, SMS, Teams,) but no voice toggle

    and i noticed as well that we are missing omnichannel for Telephony,

    and didnt find anyway to add it


  • Charan Raju C R Profile Picture
    Charan Raju C R 3,155 Super User on at
    RE: missing omnichannel voice even after purchasing the license

    Have you enabled Voice under ‘Omnichannel for Customer Service’ app in Power Platform Admin Center?

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