AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ90

Implement channels

You are configuring several phone numbers for a company’s regional support.

Inbound calls must be routed correctly, and outbound calls must show the specified caller ID. Configure the phone numbers to meet these requirements.

Each action may be used once, more than once, or not at all.

Drag & Drop
Ensure inbound calls are routed appropriately.
Ensure outbound calls display the specified caller ID.
Explanation

A voice channel phone number must be assigned to a workstream so incoming calls enter that workstream’s routing configuration. An outbound profile is associated with a queue and supplies the caller ID used for calls placed from that queue. Recording settings and Teams Phone resource-account association do not configure these two behaviors.

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