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How to assign a personal phone number to agents in Voice Channel (Omnichannel) Dynamics 365 Customer Service

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#agents

#customersupport

#directfollow-up

#outboundcall

#phonenumbers

Dynamics 365 Customer Service

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Mar 8, 2023

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  • The article discusses the reasons for assigning a personal phone number to agents in Microsoft business applications like Dynamics 365 Customer Service.
  • The assigned personal phone number allows agents to make outbound calls to customers and enables customers to directly call the specific agent for follow-up on a particular case.
  • To add a new phone number, navigate to the Customer Service Admin Center, Customer Support (Channels), and then Phone numbers (Manage).
  • If using Direct Routing, click on Advanced and select "Bring your own number via Azure Direct Routing".
  • Specify the phone number, carrier, country/region, number type, and select "Receive calls and Make calls".
  • Open the system user's record and specify the added phone number in the Omnichannel Phone field in the Omnichannel tab.
  • Agents can now log in to the Customer Service Workspace with their account and make outbound calls using their assigned personal number.
  • Agents can also receive calls directly on their personal number.For more details, refer to the article: https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-outbound-calling?tabs=customerserviceadmincenter#assign-personal-phone-numbers-to-agents

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