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