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?

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.

We also get statistics in this and here are some excamples

Ending on a high note

I and my partners hope you found this reading interesting, If you want to know more or help get Dyn365CS with voice ready, do not hesitate to contac one of us.

To be so early into this has been a fun part and we are still in preview on some of this stuff and there might be some changes but then we will update the article.

There will later in January 2022 be a podcast recorded about this stuff. So just follow us.