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Omnichannel for Customer Service New Dialer

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#customerservice

#dialer

#microsoftomnichannel

#outboundtelephonecalls

Dynamics 365 Customer Service

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Dec 14, 2023

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AI Summary

  • The article discusses the new dialer experience in Microsoft's Omnichannel for customer service.
  • The old dialer had limitations, such as the specific manner of entering country codes and unused white space.
  • The new dialer has an improved interface, addressing the frustration with country codes and providing a list of recently dialed numbers.
  • The keypad is hidden, but can be accessed by clicking the pad icon.
  • The experience for selecting outbound numbers has also been improved.
  • To enable the new dialer, users may need to edit a setting called "Enhanced outbound dialer experience" in the default solution in Power Apps.
  • The default setting for the new dialer is currently "no", but users can change it to "yes" using the "Setting environment value".
  • Once the setting is saved, users need to refresh their customer service workspace screen to enable the new dialer.

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