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Voice calls in Dynamics 365

Integrating phone calls in Dynamics Customer Service has many benefits for your organisation

Many organisations struggle with manual integration of telephony and CRM systems, meaning fragmented experiences for agents and customers.

Dynamics 365 Omnichannel, simplifies voice channel deployment and reduces complexity. Built on Microsoft Azure Communication Services, it offers scalability and reliability.

Voice calling in a call centre - Dynamics 365

The best features in the Dynamics 365 Customer Service voice channel:

Monitoring Call Metrics

Insightful Analytics: Dynamics 365 Omnichannel provides comprehensive analytics on call performance. You can understand call volume, duration, response times, and customer satisfaction metrics. These insights help you make data-driven decisions to improve service quality.

Performance Dashboards: Real-time dashboards give you an at-a-glance view of your call centre’s performance. Supervisors and agents can track metrics, ensuring that targets are met and adjustments are made as needed.

Call Metrics Dashboard in Dynamic Customer Service
Call Metrics Dashboard in Dynamic Customer Service

Intelligent Voice Bots

Efficient Handling: Voice bots powered by artificial intelligence (AI) handle routine customer queries. They provide instant responses, freeing up agents to focus on more complex issues. This efficiency results in shorter wait times and improved customer satisfaction.

Personalisation: These bots can access customer data to provide personalised responses. Customers feel valued when they receive tailored information and solutions.

Supervisor Monitoring

Real-time Oversight: Supervisors have the ability to monitor phone calls in real-time. They can provide instant assistance to agents, ensuring that interactions align with service standards. This real-time coaching improves agent performance and customer satisfaction.

Quality Assurance: Supervisors can evaluate and score calls for quality assurance purposes. This helps maintain consistent service quality across the team.


Dynamics 365 Omnichannel extends beyond voice calls to include SMS communication. Agents can send SMS messages directly from the platform, providing customers with another convenient channel for support.

Real-Time Transcription

During voice calls, real-time transcription captures spoken words and converts them into text. This transcription can be invaluable for documentation, ensuring that important details are never lost.

Post-Call Analysis: Transcriptions also aid in post-call analysis. Agents and supervisors can review transcribed calls to gather insights, identify areas for improvement, and maintain accurate records.

Transcription in Dynamics

Call Distribution

Efficient Routing: Dynamics 365 Omnichannel includes intelligent call routing. Calls are distributed based on agent availability, skills, and other criteria. This ensures that each customer is connected to the most suitable agent, reducing wait times and improving satisfaction.

Balanced Workloads: The system intelligently balances workloads among agents, preventing overloads and ensuring fair distribution of tasks.

Customer Experience

The system offers a post call survey to customers to get crucial feedback whilst it’s fresh in their minds. The system also calculates wait times and announces queue position.

What do I need to make phone calls in Dynamics?


You need a Dynamics 365 Customer Service Enterprise licence for each user

Each voice user will need a subscription to 

Voice Hardware

Make sure your customer service team has the right tools. High-quality headsets or compatible devices are essential for clear and effective communication during voice calls. Invest in hardware that enhances the customer-agent interaction.

Telephony Requirements

Dynamics 365 Omnichannel integrates with telephony services, such as Voice over IP (VoIP) or Session Initiation Protocol (SIP). Make sure that your organisation has a robust telephony infrastructure in place or can establish a connection to facilitate voice calls seamlessly.

The system requirements for making voice calls are listed on Microsoft’s Omnichannel webpage

How to set up voice calling

Set up Dynamics

Once you have the necessary licences, you’ll need to set up Omnichannel for Customer Service.

The initial set up takes place in Power Platform Admin and is detailed in this Microsoft Learn article

After you’ve set up Omnichannel you can choose which services you need, in the Power Platform admin area.

  • Log in to Power Platform Admin and choose your production environment
  • Click Resources > Dynamics 365 apps
  • Select more > Omnichannel > Manage
  • Choose the voice channel and save changes

The setup for the voice channel can be quite complex as it involves assigning numbers, routing, user licences and voicemail. The steps are detailed in this Microsoft Learn article

Training and Familiarisation

Before rolling out voice calls to your customer service team, you should provide training and familiarisation with the system. Ensure that agents understand the interface, call handling procedures, and the use of any additional features.

You’ll find this Microsoft article is a good starting point for agent familiarisation


Conduct thorough testing to confirm that voice calls are functioning as expected. This includes checking call quality, routing, and agent responsiveness.

Making voice calls in Dynamics

Once Dynamics 365 Omnichannel for voice calls is activated, your team can seamlessly initiate and manage voice calls within the customer service environment. Here’s a straightforward guide:

Navigate to the Omnichannel interface within Dynamics 365 to manage all customer interactions, including voice calls.

Call Initiation: Agents select the customer or contact they wish to call from the Omnichannel interface, using predefined call scripts or accessing customer information for personalised interactions.

Call Management: During the call, agents have access to various features, such as note-taking, viewing customer history, and using real-time transcription and translation for informed assistance.

Intelligent Voice Bots: Agents can use intelligent voice bots to automate responses to common queries, improving efficiency and maintaining a consistent customer experience.

Real-time Monitoring: Supervisors can monitor calls in real-time to offer support, guidance, and coaching to agents, ensuring service quality standards are met.

Post-Call Actions: After the call, agents log call details, schedule follow-ups, and update customer records for comprehensive interaction records.

How to get more out of voice calling in Dynamics 365 Omnichannel for Customer Service

As you delve deeper into integrating voice calls within Dynamics 365 Customer Service, there are more aspects to consider:

Customisation for Your Business

Dynamics 365 Omnichannel is highly customisable. Work with your IT team or consultants to tailor the platform to meet the specific needs of your business. Customised call scripts, workflows, and dashboards can enhance efficiency and align with your unique customer service approach.

Data Security and Compliance

Ensure that you have robust data security measures in place to protect sensitive customer information during voice calls. Dynamics 365 Omnichannel offers compliance features to help you meet regulatory requirements, such as GDPR.

Agent Training and Skill Development

Ongoing training is essential. Equip your agents with the skills and knowledge they need to maximise the benefits of Dynamics 365 Omnichannel. Regular training sessions and resources will keep them up-to-date with new features and best practices.

Integration with Existing Systems

If your organisation uses other CRM or communication systems, consider how Dynamics 365 Omnichannel integrates with these platforms. A seamless integration ensures that customer data is consistent across all systems.

Customer Feedback and Improvement

Encourage customer feedback regarding their voice call experiences. Their insights can reveal areas for improvement and help refine your service.

Scalability and Future Growth

Think about your organisation’s growth trajectory. Dynamics 365 Omnichannel is designed to scale with your business. Ensure that your infrastructure and licensing can accommodate future expansion.

Maintenance and Support

Establish a plan for ongoing technical support. This ensures that any issues or questions from agents can be addressed promptly, minimising downtime and disruptions.

Best Practices in Customer Interaction

Customer-Centric Approach: Always keep your customers at the centre of your strategy. Emphasise the importance of empathy, active listening, and effective communication in every customer interaction.

๐Ÿ“† Last update: February 7, 2024

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