How to Add a Number to Voice Workstream in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service allows organizations to manage customer interactions efficiently. One of its key features is Voice Workstream, which enables voice-based customer support through Dynamics 365 Customer Service Voice Channel. If you need to add a phone number to your Voice Workstream, follow this step-by-step guide.

Step 1: Access the Customer Service Admin Center

1. Sign in to Microsoft Dynamics 365.
2. Navigate to the Customer Service Admin Center.
3. In the left-hand menu, go to Workstreams under Customer Service Voice.

Step 2: Create or Select a Voice Workstream

1. Click on New workstream if you don’t have one set up.
2. Choose Voice as the type of workstream.
3. If you already have a voice workstream, select it from the list.

Step 3: Add a Phone Number

1. Inside the Voice Workstream, go to the Numbers section.
2. Click Add phone number.
3. Choose one of the following options:
   • Use an existing number: If your organization has a number already provisioned, select it.
   • Get a new number: If you need a new number, click Get a number, select the country/region, and choose the available number from Microsoft.

Step 4: Assign a Queue and Routing Rules

1. After adding the number, assign it to a Queue.
2. Define the Routing Rules to ensure calls are directed to the right agents.
3. Set up additional settings such as IVR (Interactive Voice Response) if needed.

Step 5: Save and Activate

1. Review the settings.
2. Click Save to apply the changes.
3. Activate the workstream to start handling voice interactions with the new number.