Upgrade Your Dynamic 365 CRM Call Transfers: Protect Data, Boost Efficiency, Impress Clients

Transferring calls to external numbers in a company can now be done in just one click, and the recording and transcription of the call will stop immediately. This enhancement is important for safeguarding sensitive information and ensuring a secure call transfer process. To set up outbound calling, you need to access the Customer Service Admin Center, navigate to the Channel entity, and set up a profile for outbound calling. In the profile settings, you can configure options for transcription and recording, including automatic or manual recording and the ability for agents to pause and resume. Once the settings are in place, you can make calls from the Customer Service Workspace application and perform various actions during the call, such as muting, holding, and starting recording and transcription. Transferring calls to external agents will automatically stop the recording and transcription. This enhancement improves efficiency and confidentiality in call transfers.

Article 16m Microsoft Dynamics 365 CRM Tips and Tricks

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