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You could integrate Teams and D365 Omnichannel for incoming calls.
Example: A customer is calling and a D365 pop up window is coming up with all the related details.

We would basically like to replace our existing third party telephony solution with Teams. So that an agent would see an incoming phone call in Dynamics 365 and be able to respond using Teams. This is to ensure that he has all the details of the customer directly in Dynamics 365 readily available to him when the associated phone performs a call.
STATUS DETAILS
Needs Votes

Comments

C

Not just for sales, but also customer management agents where they can see the customer details and last order before they pick up the call

Category: Collaboration including Teams and Office 365 Integration

C

As we are about to integrate MS Teams as our new phone system, we would really appreciate a solution for incoming calls. The Teams dialer (preview) is a nice feature but much more important would be a solution that a sales person gets Dynamics content popping up (at least the name who is calling / the more details about the contact the better) as soon as a call comes in.

Category: Collaboration including Teams and Office 365 Integration

C

This is a critical enhancement for users of both platforms.

Category: Collaboration including Teams and Office 365 Integration