Omnichannel for Customer Service – Enhanced Outbound Dialer (April 2024)

Dynamics 365 Customer Service

The April 2024 wave for Dynamics 365 includes additional features in the outbound dialer of Omnichannel for Customer Service.
To enable the enhanced outbound dialer, the April 2023 wave 1 update should be applied.
In the maker portal, navigate to the default solution and search for "enhanced outbound" under settings.
There are three settings related to the enhanced outbound dialer experience: previous improvements, April 2024 improvements, and enhanced outbound dialer contact search experience.
For each setting, select edit and then "+ New environment value" to change the setting to "Yes" and save.
The dialer can now search for contacts directly. It can be opened from the phone icon in the header of the customer service workspace app.
In addition to typing a phone number, the dialer allows typing the name of the contact to call. Possible contact and account records are returned, and filtering based on record type is available.
Contacts and accounts can also be opened directly from the call history in the dialer.
The search performed by the dialer is based on the first name and last name of the contact, or account name in the case of accounts. The search behavior is impacted by the settings applied to the "Dataverse search".

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