- The article discusses the process of setting up personal numbers within Microsoft's Dynamics 365 Contact Center for incoming and outgoing calls.
- Personal numbers allow for a phone number to be dedicated to a single agent for inbound or outbound scenarios.
- Steps for setting up personal numbers include creating a new number in Azure Communication Services, assigning the number to a user, and creating an inbound profile.
- Personal numbers do not involve queuing and connect customers directly to the agent, with voicemail being activated when the agent is offline or in another call.
- Outbound calls using personal numbers can be made using the dialer, but there may be limitations on controlling the caller ID number.
- Considerations for personal numbers include setting up greetings, managing voicemail settings, and configuring notifications for incoming calls.
- The setup of personal numbers is straightforward but has limitations in customizing notifications, automated messages, and caller ID.
- Despite some limitations, personal numbers remain a useful feature within Omnichannel for Customer Service.
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