Microsoft - Dynamics

As mentioned in my previous blog post about Azure prerequisites, there are two options for setting up Azure Communication Services (ACS) : Create a new resource , or Use an existing resource ⚠️ Note: ACS must be configured before you can purchase a phone number. ✅ Prerequisites Before Integration Ensure the following components are set up: Azure Subscription Resource Group Azure Communication Service (ACS) Event Subscriptions: One for Incoming Calls One for Recording (Optional) One for SMS , if you're using SMS functionality Application User: The application user or its owner must have at least Contributor permission on the ACS resource Without this permission, you won't be able to create event subscriptions or link ACS to D365 Contact Center 🔁 Steps to Integrate Dynamics 365 Contact Center with ACS In Dynamics 365 , go to: Customer Support > Channels > Manage in Phone Numbers Click Get Started In the Azure Commun...

Many of us have been exploring Dynamics 365 Contact Center using the trial environment, which is great for initial testing and familiarisation. However, when it's time to move into a real-world scenario particularly within a sandbox or production environment, there are important setup steps to follow. One common challenge is understanding the licensing model. With recent updates to Dynamics 365 licensing, it can be confusing to determine which licenses are required for different use cases and roles. In this blog, I’ll walk through the key steps for installing D365 Contact Center in a sandbox environment and share some clarity on the current licensing options to help you plan your deployment more confidently. Dynamics 365 Licensing: Dynamics 365 Contact Center (for both voice and message channels)  Dynamics 365 Contact Center Voice (for voice channel) Dynamics 365 Contact Center Digital (for digital messaging channel) You can get Contact Center and Customer Service Capabilities b...