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Enable voice consult with Microsoft Teams users

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Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Important

Azure Active Directory is being renamed to Microsoft Entra ID. No action is needed from you. For more information, see New name for Azure Active Directory.

Note

Copilot Studio bot is renamed as Copilot agent (agent or AI agent). Human agent is now renamed as customer service representative (service representative or representative). You might come across references to the old and new terms while we update the product UI, documentation, and training content.

Customer service isn't always limited to contact centers. Employees within the enterprise are often required to assist customer service representatives (service representative or representative) in customer service scenarios and talk to customers directly for highly technical or VIP engagements. You can enable your s to consult with or transfer voice calls in Omnichannel for Customer Service to subject matter experts (SMEs) in Microsoft Teams using Voice Over Internet Protocol (VOIP). This feature is available through Azure Communication Services Call Automation.

With this feature, SMEs can participate in customer service conversations directly from Microsoft Teams without having to configure a phone number. Any Teams users in your tenant who is displayed in the Teams search box can receive calls from your representatives.

Enable representatives to consult with Microsoft Teams users via VOIP

Note

Consult and transfer to Microsoft Teams users via PSTN on the Teams tab of the dialer isn't supported. Use the External number tab to call numbers via PSTN.

To allow the representatives to consult with Microsoft Teams users, enable the External Microsoft Teams users in Consult and Transfer settings in the voice channel section of the voice workstream.

Calling services are charged on a per minute per participant basis at 0.004 per participant per minute and is less than the Public Switched Telephone Network (PSTN) charges of $0.013 per participant per minute. Representatives can transfer or consult with Microsoft Teams users on certain Teams clients only. Learn more at Supported Teams clients. If the Teams user rejects the call or is unavailable, there isn't an option to leave a voicemail for the caller and the call isn't forwarded to another number. The call from Dynamics 365 is considered a group call, and Teams doesn't honor voicemail or call forwarding settings when you add a Teams user to a group call.

To enable the consult and transfer experience through VOIP, perform the following prerequisites:

  • The enhanced voice channel must be enabled for your organization.
  • The following IP address ranges must be allowed:
  • The Teams users who are added to calls must have Teams Phone System Licenses assigned.
  • Enterprise Voice must be enabled. To enable Enterprise Voice, run the following Powershell command. 
    Set-CSPhoneNumberAssignment –Identity [user email address] -EnterpriseVoiceEnabled $true
  • External Access Policy must be enabled. Run the following Powershell command to enable External Access: 
    Set-CsExternalAccessPolicy -Identity Global -EnableAcsFederationAccess $true
  • The Teams and Azure Communication Services federation for a Teams tenant must be enabled and the Azure Communication Services resources that can connect to Teams is specified. Perform the following steps: Get the immutable resource ID of the Azure Communications Service resource, and then run the following PowerShell cmdlets on your computer.
  • Run Get-module *teams* to verify if the Microsoft Teams is installed. If it isn't installed, perform the following steps:
    • Install-Module -Name MicrosoftTeams
    • Update-Module MicrosoftTeams
  • Connect to Microsoft Teams and run Connect-MicrosoftTeams. This command opens a sign in window. The user must sign in with their Microsoft Teams admin account.
  • Get Microsoft Teams Azure Communication Services allowlist.
    • Run Get-CsTeamsAcsFederationConfiguration and note the existing Azure Communication Services resource IDs in the allowlist. The Azure Communication Services resource IDs are existing resource IDs for orgs that are enabled for Teams Azure Communications Service federation.
    • Add current Azure Communications Service resource ID to these existing resource IDs when you run the Set-CsTeamsAcsFederationConfiguration command in the next step.
  • Set Teams Azure Communications Service allowlist.
    • Run $allowlist = @('<UPDATED_ACS_RESOURCE_IDs>') Set-CsTeamsAcsFederationConfiguration -EnableAcsUsers $True -AllowedAcsResources $allowlist

Introduction to the voice channel
Agent consult with Microsoft Teams users