This document provides an overview of Microsoft Dynamics 365 Customer Service (Dyn365CS) integration with bots and voice capabilities. It discusses direct routing, using telephony with Dyn365CS for omnichannel experiences, and configuring the Azure Communication Services (ACS) for direct routing. Potential issues that could occur are outlined such as calls without sound or wait music continuing after a call is transferred. The document recommends tools to stay organized when setting up these voice integrations such as using Excel for tracking, working with a telephony partner, filing support tickets, and leveraging diagnostic tools like SIP tracing and ACS logs.

1. MVP Kai Stenberg
Dyn365CS and Voice

2. BIO
Kai Stenberg
Microsoft MVP M365 | TEAMS
blinQ AS
Twitter: @kaistenberg
LinkedIN: /kaistenberg
Blog: international.ucworld.today
Blog: teams.ucworld.today
Podcast: teamscastaway.buzzsprout.com/
Slideshare: https://www.slideshare.net/KaiStenberg/

3. Agenda
• Direct Routing?
• Telephony, the element
• Dyn365CS integration BOTS and Voice
• Dyn365Sales and Teams
• What can og wrong and known errors
• The tools you need

4. What are Direct Routing
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5. Telephony, the element
• ACS connects voice to Dyn365CS Omnichannel
• PVA can connect to ChatGPT (bring AI to Dyn365)
• Dyn365Sales are using the Teams Voice platform
• Difference between these way’s to connect
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6. Dyn365CS integration BOTS and Voice
• PVA and ACS
• PVA can be used to create BOT
• ACS has it’s parts
• Here we configure the telco part (FQDN & ports)
• Direct Routing (still in preview)
• Microsoft Numbers, bring your numbers to ACS and Microsoft
• In Norway, Microsoft numbers are i preview and need special order.
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7. Configure Direct Routing in ACS
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8. What if something goes wrong!
• There are some bugs
• Fixes are rolling out in these days
• Calls without sound
• This comes when calls are long in Queue. Migth be an SDK issue
• Wait music continues to play after call has been transferd
• Known error for a long time. A fix shall come at the end of May 2023
• Calls disconnect during talk to agent
• Can be a headset issue
• The BOT hangs up the call in Queue
• Has happend when you are first in Queue and the call are transfered to agent
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9. Your Toolbox
• Use Excel to keep on track
• Have a good telephony partner
• Hire skill when needed to help search for error
• Get help from Microsoft Support and tickets on all cases
• SIP Trace
• ACS logs, learn how to search them
• Try different voice solutions
• Microsoft Number
• Direct Routing
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