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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