Omnichannel for Customer Service – Personal Numbers

Dynamics 365 Customer Service

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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