Enable dialing agents directly
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 31, 2022 |
Business value
Enable customers to dial and reach specific contact center agents directly through assigned phone numbers.
Feature details
In some scenarios, customers need to get back in touch with a specific agent directly. For example, they need to do direct follow-ups with the agent working on their case or call their relationship managers. Administrators can assign a phone number to an agent and ensure that calls to the number are directly routed to the assigned agent.
See also
Direct inbound calling: Premier support made easy (blog)
Create inbound profiles (docs)