Teams Phone extensibility for Dynamics 365 Contact Center generally available

Teams Phone extensibility for Dynamics 365 Contact Center generally available (The General Availability of the “Teams Phone integration,” allowing organizations to use their existing Teams Phone infrastructure to power the Dynamics 365 Contact Center).

Real-time User Journey

This journey illustrates how a customer service representative (CSR) uses the integrated Teams Phone experience:

1. Incoming Call: A customer calls the company’s support line. Because the system is using Teams Phone Extensibility, the call is routed through Microsoft Teams infrastructure directly into the Dynamics 365 Agent Workspace.
2. Contextual Notification: The CSR receives the call toast within Dynamics 365. Simultaneously, the system performs a “Dataverse lookup” and pops the customer’s profile (Screen Pop) based on the phone number.
3. Collaborative Resolution: During the call, the CSR needs help from a subject matter expert (SME) who is not in the contact center. Using the Integrated Directory, the CSR sees the SME’s real-time Teams presence and initiates a consult.
4. Seamless Transfer: The SME provides the answer. The CSR can then either pull the SME into a three-way conference or perform a “Blind/Consultative Transfer” to the SME, all without leaving the Dynamics interface.
5. Post-Call Transcription: Once the call ends, the Teams-driven transcript and AI-generated summary are automatically saved to the customer’s timeline in Dynamics 365 for future reference.

Step-by-Step: How to Enable This Feature

To enable Teams Phone as the primary voice provider for the Contact Center, follow these steps:

• Step 1: Prerequisites

Ensure you have the required licenses for Teams Phone and Dynamics 365 Contact Center. Your agents must be assigned to a Teams Phone resource account.

• Step 2: Admin Center Configuration

Sign in to the Contact Center admin center. Navigate to Channels > Voice.

• Step 3: Select Voice Provider

Click on Add Channel. When prompted for the “Voice Provider,” select Microsoft Teams.

• Step 4: Connect Resource Accounts

The system will prompt you to link your Teams Resource Accounts (Phone Numbers/Auto Attendants). Select the numbers you wish to use for contact center routing.

• Step 5: Configure Workstreams and Queues

Create a Voice Workstream. Under the routing settings, ensure the “Teams” channel is selected. Map your Teams users to the corresponding Dynamics 365 Queues.

• Step 6: Update Agent Experience Profiles

Go to App Settings > Agent Experience Profiles. Ensure that the “Teams Call Controls” are enabled so agents can access mute, hold, and transfer buttons within the web browser.

Infographic: Teams Phone vs. Standard Voice Channel

Feature	Standard Voice (Azure/3rd Party)	Teams Phone Extensibility (GA)
Infrastructure	Requires ACS or separate SIP trunk.	Uses existing Teams Phone setup.
Directory	Limited to Contact Center users.	Company-wide Teams Directory access.
Collaboration	Manual invite to external experts.	Native Teams Consult & Transfer.
Presence	Isolated Presence.	Unified Presence (Teams & Dynamics).
Cost Efficiency	Potential separate per-minute costs.	Leverages existing Teams calling plans.

References

Teams Phone extensibility for Dynamics 365 Contact Center generally available