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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
New

Comments

C

This is a critical enhancement for users of both platforms.

Category: Collaboration including Teams and Office 365 Integration