Omnichannel for Customer Service – New Dialer

Microsoft's Omnichannel for customer service now has a new dialer feature for outbound telephone calls. The new dialer has an improved interface, allowing for easier entry of country codes and providing a list of recently dialed numbers. The keypad is hidden by default, but can be accessed as needed. To enable the new dialer, users may need to edit the settings in their default solution in Power Apps. The feature is not yet the default, so users will need to change the setting from "no" to "yes" and save the changes. Once the settings are updated, users can refresh their customer service workspace screen to access the new dialer.

Article 16m Neil Parkhurst Dynamics 365

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