Omnichannel for Customer Service – Enhanced Outbound Dialer (April 2024)
The April 2024 update for Dynamics 365 includes enhancements to the outbound dialer in Omnichannel for Customer Service. This post explains how to enable the feature to search for contacts directly from the dialer. To enable the enhanced outbound dialer, ensure that the April 2023 wave 1 update has been applied and enable the necessary settings in the maker portal. Once enabled, users can search for contacts directly from the dialer by typing their name, and possible contact and account records will be returned. Agents can also open contacts and accounts from the call history in the dialer. This enhancement improves the user experience of the dialer and builds upon previous improvements.
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