How to – Configure Voicemail in Omnichannel Voice Channel – Dynamics 365 Customer Service

For voice mail to work, make sure Unified Routing is provisioned.

Next, we need to create a new Agent experience profile.

Navigate to Agent Experience >> Workspaces and select Manage for Agent experience profiles.

Create a new record.

Add the users to it. One user can be part of only one Agent experience profile record.

Click on edit for Inbox

Enable Inbox, and add a view for Voice Mail.

We can specify what views the agent can see in the inbox.

Also, switch on All active channels.

The agent inside Customer Service Workspace can now see the Voice Mail option in his Inbox.

Here we first tested the voice mail feature by calling the personal number assigned to the agent. The agent was not logged into the Customer Service Workspace app.

On calling we get the prompt that the agent is not available and to record the voice message.

After recording the message, if we log in to the CSW app, we can see a voicemail record created for the user.

The user can hear the recording, call back the customer using Return Call, Add to Queue, or close the voice mail.

Return Call will launch the phone dialer, with the customer’s number populated.

Close Voicemail will set the status of the voicemail record as Closed.

For this to work, we need to have a Record Routing configured for Voicemail.

Navigate to Customer Support >> Routing >> Manage for Setup record routing.

We have created routing rules for the Voicemail record type.

We have 2 intake rules configured, one for Voicemail type individual (which worked in our earlier scenario, when a customer called the personal number of the agent) and one for a group that would apply to Queue.

Intake rule for Group

Intake rule for individual.

The workstream for the voicemail type individual

It routes to the Default Individual Voicemail Queue, which the agent is part of.

Similarly we have Workstream for Voicemail type Group

The ruleset in it routes to the Default Group Voicemail Queue.

Now to test it, we have created a queue, with only one user currently in it.

Most importantly we have configured an Overflow management rule to it along with operating hours.

Basically if a customer calls out of operation hours, it should go to voicemail.

Here we can specify multiple condition-action pairs.



Next, we created a workstream of the type voice channel, which routes to the above queue.

Now as soon as the customer calls the number, it goes to the queue with the overflow conditions, and if the agent is not logged in/out of operation hour condition is fulfilled, the customer is informed to record the message.

When the agent logs in to the CSW app, he can see a voice mail record created and assigned to the Default Group Voicemail Queue.

In short –


Unified Routing


Agent Experience Profile for the agent.

Enable Inbox.

Specify a view for Voicemail

2 Queues

Individual / Personal Phone Numbers

Group / Queue

2 Workstreams (type – Record)


Individual Workstream – Push Based.

Group / Queue Workstream – Pick Based.

2 Record Routing Rules (Voicemail)

Route – Voicemail type Individual to Individual Queue

Route – Voicemail type Group to Group Queue

Individual Call

Specify the Phone Number for the agent in the Omnichannel Tab – System User record

Group Call

Create a workstream and specify an overflow condition.

For configuring Call Recording please refer –

Get all the details – Configure Voicemail

Must read –

Hope it helps..



Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

2 thoughts on “How to – Configure Voicemail in Omnichannel Voice Channel – Dynamics 365 Customer Service”

Please share your thoughts

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.


Sharing my knowledge and experience about the Microsoft Power Platform.

Arpit Power Guide

a guide to powering up community

Welcome to the Blog & Website of Paul Andrew

Technical Leadership Centred Around the Microsoft Data Platform

Deriving Dynamics 365

Deriving Solutions and features on Power Platform/Dynamics 365

The CRM Ninja

Thoughts & musings from a Dynamics 365 Ninja!

D CRM Explorer

Learn about Microsoft Dynamics CRM Power Platform customization and implementation and other cool stuffs

Stroke // Jonas Rapp

I know pre-stroke. I will improve who I was.

Power Melange

Power Melange By Shalinee

Clavin's Blog

Power Automate - Power Apps - SharePoint Online - Azure - Nintex - K2 - Artificial Intelligence

Sat Sangha Salon

An Inquiry in Being

The Indoencers

The Influencers & Influences of Indian Music

Monika Halan's blog

Hand's-free money management

D365 Demystified

A closer look at Microsoft Dynamics 365.

Microsoft Mate (msftmate) - Andrew Rogers

Experienced consultant primarily focused on Microsoft Dynamics 365 and the Power Platform


Specific topics by Django Lohn on the whole Microsoft365 Stack

Manmit Rahevar's Blog

One Stop Destination for Microsoft Technology Solutions


Naturally Curious

Brian Illand

Power Platform and Dynamics 365

Steve Mordue MVP

A Microsoft Business Applications MVP

Subwoofer 101

Bass defines your home theater

SQLTwins by Nakul Vachhrajani

SQL Server tips and experiences dedicated to my twin daughters.

Everything D365

Discovering Azure DevOps and D365 Business Applications

Tech Wizard

Lets do IT Spells

XRM Tricks (Power Platform & Dynamics CRM )

Power Platform & Dynamics CRM


Mail to for queries and suggestions

Giving back to the community what I have learned

xrm CRM Dynamics

Dynamics CRM Technical & Functional Info

Dynamics 365 Blogs - Explained in unique way

Sometimes you need to look at things from different perspective.

CRM Keeper

Dynamics 365 Customer Engagement, CRM, Microsoft CRM, Dynamics CRM


Step into the world of a Dynamics 365 Consultant

Dianamics PCF Lady

Diana & Dynamics 365 & Power Platform

Sara Lagerquist

No Code Customization Concepts

%d bloggers like this: