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#Microsoft 365 customer service phone number license

Configure capacity profiles and assign users This will help your supervisors monitor and gauge traffic and customer sentiment, specific to outbound calls. Though you can use the same queue for both inbound and outbound calling, we recommend that you create separate queues for inbound and outbound calling. In Dynamics 365, go to one of the apps, and perform the following steps.

You can configure the calling plan for a phone number if it is not enabled for outbound calling. To check whether a phone number is enabled for outbound calling, go to General settings > Phone numbers, and check whether the number has Make calls mentioned in the Calling column.

Configure capacity profiles and add users.Ĭonfigure phone numbers for outbound calling.

Create a voice type queue or use an existing voice queue to associate with the outbound profile.

Configure one or more phone numbers for outbound calling.

Prerequisitesīefore you set up outbound voice calls for your business, you must perform the following steps. Phone number calling plans must be provisioned to support making calls to be used for outbound voice. If you don't have any phone numbers provisioned for your business, then see Acquire a new phone number to learn how you can acquire new phone numbers. After you set up outbound calling, your agents can make calls to customers in the Omnichannel for Customer Service or Customer Service workspace app. This article describes how you, as an administrator, can set up outbound calling for phone numbers in your organization. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

#Microsoft 365 customer service phone number license

An additional license is required to access Omnichannel for Customer Service. Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.