Thanks for watching our most recent podcast episode! In case you missed our previous one on how to manage sales quotas and forecasts with Microsoft CRM, please check it ou here: ua-cam.com/video/crZikI_mYY4/v-deo.htmlsi=mn1VzVHDiolp_BW6
Hi Abir - Thank you for your question! At this time, the out-of-the-box customization of the Teams phone dialer to pass IVR context data to CRM users is not available, although it might be possible with some development work using the Microsoft Graph API and Power Automate. By leveraging the Graph API and Power Automate, you *might* be able to create a solution that captures IVR context data and integrates it with Dynamics 365 CRM. Power Automate can act as the middleware to handle data transfer and automate workflows, while the CRM can be customized to display this information. This way, CRM users can see relevant call context, improving their ability to assist customers effectively. I hope that helps!
@@Azamba I see, thank you for your quick reply, also you guys mentioned in the call that we can set up a queue for agents and enable the dialer only for the Customer Service Agent security role, how can we achieve this? would the queue setup be on the Teams level, Dynamics queue, or both?
Did you figure out the licensing requirement mentioned in the video? Right now we are D365 CRM Pro
Thanks for watching our most recent podcast episode! In case you missed our previous one on how to manage sales quotas and forecasts with Microsoft CRM, please check it ou here:
ua-cam.com/video/crZikI_mYY4/v-deo.htmlsi=mn1VzVHDiolp_BW6
can we customize the phone dialer? so we can pass teams IVR context data to the CRM user through the dialer?
Hi Abir - Thank you for your question!
At this time, the out-of-the-box customization of the Teams phone dialer to pass IVR context data to CRM users is not available, although it might be possible with some development work using the Microsoft Graph API and Power Automate.
By leveraging the Graph API and Power Automate, you *might* be able to create a solution that captures IVR context data and integrates it with Dynamics 365 CRM. Power Automate can act as the middleware to handle data transfer and automate workflows, while the CRM can be customized to display this information. This way, CRM users can see relevant call context, improving their ability to assist customers effectively.
I hope that helps!
@@Azamba I see, thank you for your quick reply, also you guys mentioned in the call that we can set up a queue for agents and enable the dialer only for the Customer Service Agent security role, how can we achieve this? would the queue setup be on the Teams level, Dynamics queue, or both?