Learn how to easily configure the support phone number for incoming calls in Microsoft Dynamics 365 Omnichannel for Customer Service. Discover the right steps and best practices to update phone numbers using the channel record for seamless call handling.
Table of Contents
Question
A company uses Omnichannel for Customer Service to handle incoming voice calls by using unified routing.
The company must change the support phone number for incoming calls.
You need to configure the new number.
What should you do?
A. Edit the channel record.
B. Edit the workstream record.
C. Edit the queue record.
D. Create an inbound profile record.
Answer
A. Edit the channel record.
Explanation
This item tests the candidate’s knowledge of configuring the voice channel.
Phone numbers are configured in the channel record. A workstream is a container to enrich, route, and assign work items, and can be associated with a channel. A queue is used to collect and distribute workloads among agents. An inbound profile is used to direct incoming calls to agents and does not use unified routing.
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