Configure the voice channel in Dynamics 365 Contact Center

  • Module
  • 9 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365

Voice is still the channel customers reach for when the stakes are high—a billing dispute, a service outage, a problem they couldn't solve any other way. In this module, you build the voice channel from the ground up. You connect Teams Phone to Dynamics 365 Contact Center, configure workstreams and queues that route every call to the right representative, set up inbound and outbound calling profiles, integrate an external IVR system, and use analytics and conversation intelligence to turn call data into coaching opportunities.

Learning objectives

After completing this module, you'll be able to:

  • Provision Teams Phone for the voice channel, create resource accounts, and choose a PSTN connectivity option
  • Configure voice workstreams with recording, transcription, real-time translation, transfer settings, and routing rules
  • Create voice queues with assignment rules and overflow handling
  • Set up outbound and inbound calling profiles and assign personal phone numbers to service representatives
  • Integrate a non-Microsoft IVR system with the voice channel using Teams Direct Routing
  • Use voice analytics dashboards, conversation intelligence, and real-time monitoring tools

Prerequisites

  • Basic understanding of Dynamics 365 Contact Center concepts and navigation
  • Access to Copilot Service admin center with administrator privileges
  • Familiarity with queues, workstreams, and unified routing in Dynamics 365 Contact Center
  • Microsoft Teams with Teams Phone configured and PSTN connectivity (Calling Plans, Operator Connect, or Direct Routing)
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