Dyn365 Customer Service Omnichannel Voice - How we did it

Introduction

This blog would not have been written if there has not been for the great people and skill of the following personal:

Thomas Sandsør from PointTaken AS 

Tricia Sinclair from Avanade (UK)

Kai Stenberg from blinQ AS

How to get Voice in Dynamics365 CS

When starting to plan for Dynamics365 Customer Service Omnichannel Voice, well be aware that one of your options will be to use Direct Routing.

Direct Routing in Azure Communication Service (ACS) are still in preview.

So how did we do it?

Changes in Set-CSUser in Teams Powershell

 For a customer I helped them enable a user for Voice in Teams. Now there are changes comming, so you need to update your scripts. Ran this

Set-CsUser -Identity "sip:fornavn.etternavn@kunde.no" -EnterpriseVoiceEnabled $true -HostedVoiceMail $false -OnPremLineURI tel:+47xxxxxx

Then I get this as a warning

WARNING: OnPremLineURI will be deprecated. Please use LineURI to update user's phone number.

The syntax did work, but for future use you will need to update your scrips to this

Set-CsUser -Identity "sip:fornavn.etternavn@kunde.no" -EnterpriseVoiceEnabled $true -HostedVoiceMail $false -LineURI tel:+47xxxxxx

Use Teams on moblie as a Walkie Talkie

Walkie Talkie for mobile users

 This is a feature some of my customers has start to investigate to use. I have tested it out and this is pretty cool,  when you need to send out a short message to your Team.

It's almost time to wrapup 2021

 2021 is almost gone

It's time to wrapup 2021, and what a Year. We have been in a lockdown most of the year. Work from home are the new standard or even more hybrid working.

Here are some tips and tricks to end 2021. 

SIP devices in TAC (Teams Admin Center)

 SIP Devices in TAC

Have you noticed this in Teams Admin Center?

Teams Direct Routing, Dyn365 Customer Service Omnichannel Voice

 There has been a little while since I lasted blogged here. But the one who is waiting for some are gonna get something good.

Some history

Omnichannel meens that there are several media who can be queued into your contact center. It can be SMS, email, chat, Facebook, WhatApp, LinkedIN and more. So this is not something new that Microsoft has created. I started in around 2005 to deliver this. So it's quite old but very usefull.

Yealink MP54 and MP56 Teams Deskphone

 Finaly back in the office. Here there was two phones waiting for me.