Microsoft has made Teams Phone extensibility for Dynamics 365 Contact Center generally available, enabling organizations to unify UCaaS and CCaaS within a single, cloud-native platform. The integration simplifies telephony management by leveraging existing Teams Phone licenses and interfaces, offering broad geographic calling support and paving the way for more efficient, AI-enhanced customer service operations.

Here’s what you need to know:

Why use this feature
Teams Phone extensibility for Dynamics 365 Contact Center helps lower management costs, boost performance, and increase business agility.
How to configure
In the Copilot Service admin center, navigate to manage channels, enable voice as a channel, and take note of your Dynamics App ID.
Acquire a phone number
You can provision a Teams phone number in the Teams Admin Center and link it to Dynamics using PowerShell.
Configure the phone number
Go back to the Copilot Service admin center, assign the Teams phone number to your Dynamics voice agent, and enable escalations.
How it works
Service reps can now receive customer calls directly through the Teams phone number—fully integrated with Dynamics.