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?
Teams Admin Center
First we have from earlier and since I’m this telco guy we have the Direct Routing working with our switchboard and Teams Telephony for our users. This means that all the users has Phone Systems license.
In the Teams Admin Center (TAC) we have this.
So what was the next step?
Azure Communication Services
Well since Dyn365CS works together with ACS we have to configure this.
And we ended up with this
And from here we go for the configure of Direct Routing as mentioned are in preview
Here we filled in the FQDN for the Session Boarder Controller.
If you lost the track now, and don’t have clue of what I’m talk about, well get in touch and we can help you 😊
And we also configured the voice routes with ReqEX for the number pattern
Since we are using a BOT for the incomming calls we added a bot and registered it in Azure
And with a client secret and the stuff that goes with it.
But now we starts to get ready for more fun stuff.
Dynamics365 CS part of it
Let’s start with phone numbers and the bugs. 😊
If you here goes to New number well then you must have Microsoft as your provider and it looks like this
This is interesting, we need to use Advanced
And now we start to add it to ACS again 😊 Be aware that here is BUG here.
If you press Sync from Azure the your numbers disappear for some reasons.
So we press
And fill out the information
And this can look like this
Please use a new number where you have it free and when running scripts for checking numbers in your range. This can’t be seen there for some reasons. So please have a Excel workbook with your notes for these numbers.
And now we get this
Time to build Queue and setup this one if needed.
How does it looks?
When all done well then this happens when calling into the Queue with the bot.
And we even got transcript and more. Pretty cool stuff if you ask me.