Current Behavior: The native dialer in the Dynamics 365 Contact Center (Copilot Service workspace) is currently designed primarily for customer-facing interactions. While agents can consult a supervisor during an active customer call, there is no supported way for an agent to use the native dialer to place an internal call to another Dynamics user (e.g., a supervisor or peer agent) when they are not on an active customer call.

Specifically, the current limitation is that using a Dynamics number to call another Dynamics number is not supported. This means agents cannot leverage the native dialer to reach an internal supervisor or peer agent directly within the Contact Center ecosystem.

As a result, agents are required to switch to external collaboration tools such as Microsoft Teams or other calling platforms whenever they need to reach a supervisor outside of a live customer interaction.

Requested Improvement: Provide the ability to use the native Contact Center dialer in the Copilot Service workspace to place internal Dynamics-to-Dynamics calls (e.g., agent-to-supervisor consultations) at any time, independent of whether the agent is currently on an active customer call. In other words, enable internal calling between Dynamics users through the same native dialer that is used for customer interactions.

Business Impact: Enabling internal calls through the native Contact Center dialer would significantly improve productivity, visibility, reporting, and compliance for organizations using Dynamics 365 Contact Center. This would allow organizations to:

• Standardize all voice communication, both customer-facing and internal, within a single unified platform
• Eliminate fragmentation caused by switching between Dynamics and external tools (e.g., Microsoft Teams) for supervisor consultations
• Capture internal consultation calls natively within the Contact Center, making them visible, trackable, and reportable
• Improve auditability and compliance by keeping supervisor support interactions within the Dynamics 365 ecosystem
• Reduce agent context switching and improve continuity during customer handling

Expected Outcome: Customers would like the ability to natively place and receive internal Dynamics-to-Dynamics calls (such as agent-to-supervisor consultations) through the Contact Center dialer in the Copilot Service workspace, at any time, regardless of whether a customer interaction is active, while still maintaining all existing customer-facing dialer functionality.