What's happening?
Customer is unable to configure the voice integration for Omnichannel in Dynamics 365.
Reason:
This behavior occurs due to the absence of required licenses for Dynamics 365 Customer Service Voice or Dynamics 365 Customer Service Digital Messaging and Voice.
Resolution:
To resolve this, ensure the following steps are completed:
- Obtain an active subscription for one of the following:
Dynamics 365 Customer Service Voice add-in -or- Dynamics 365 Customer Service Digital Messaging and Voice add-in.
If you do not currently have a license, you can obtain a trial subscription by following these steps:
- In the Microsoft 365 admin center, expand the menu and select Purchase services.
- Search for Dynamics 365 Customer Engagement Applications Trial and select it.
- Navigate to the Add-ons tab and select one of the following trial add-ons:
- Dynamics 365 Customer Service Voice add-in Trial
- Dynamics 365 Customer Service Digital Messaging and Voice add-in Trial
- Select Details, then click Start free trial to complete the purchase.
Go to the Active users page and assign the trial license to the user who will provision the voice trial. Only after assigning the license can the user provision the voice trial.
After obtaining the required license, provision the voice channel in your environment by following the steps provided in the official documentation:
- Install voice channel in Omnichannel for Customer Service
Note: If you have recently purchased an Omnichannel license, it may take up to 24 hours to reflect in the Omnichannel Provisioning portal. Please wait for 24 hours before attempting provisioning operations again.