The reason we would assign a personal phone number to the agents is that they can use that number to make an outbound call to the customers or in some scenarios, the customer wants to directly call the specific agent for direct follow-up on a particular case.
Let us first add a new phone number.
Navigate to Customer Service Admin Center >> Customer Support (Channels) >> Phone numbers (Manage)
Select + New number (in case we have purchased a number from Microsoft)
In case of Direct Routing, click on Advanced
>> Bring your own number via Azure Direct Routing
Specify the Phone Number, Carrier, Country / Region, and Number type, and select Receive calls and Make calls.
Open the system user’s record, and specify the phone number added in the Omnichannel Phone field in the Omnichannel tab.
Now login to Customer Service Workspace with the agent’s account.
The agent will now have the option to make an outbound call using the personal number assigned.
Also, we can see the agent receiving a call on that number directly.
Get more details – https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-outbound-calling?tabs=customerserviceadmincenter#assign-personal-phone-numbers-to-agents
Hope it helps..
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