Omnichannel for Customer Service – Personal Numbers
Microsoft's Dynamics 365 Contact Center, also known as Omnichannel for Customer Service, allows users to define personal numbers for incoming and outgoing calls. This feature is useful when a phone number needs to be dedicated to a single agent. The setup process involves creating a number, setting it up, and creating an inbound profile. Personal numbers have some differences compared to numbers assigned to workstreams, such as no queuing and direct connection to the agent. Agents can use personal numbers for outbound calls as well. However, there are some limitations, such as default automated messages and voicemail being enabled by default. Overall, personal numbers are a useful option in Omnichannel for Customer Service.
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