How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)

Before we delve into different scenarios, few key points, we need to be aware of about Phone Numbers in Voice Channels. Voice Channel considers Contact’s Mobile Phone (mobilephone) and Account’s Phone (telephone1) fields. https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule The phone number should be in E.164 format inside Dynamics 365….

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How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)

Before we delve into different scenarios, few key points, we need to be aware of about Phone Numbers in Voice Channels. Voice Channel considers Contact’s Mobile Phone (mobilephone) and Account’s Phone (telephone1) fields. https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule The phone number should be in E.164 format inside Dynamics 365. https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-bring-your-own-number?tabs=customerserviceadmincenter#prerequisites https://developers.omnisend.com/guides/e164-phone-number-formatting If no matching customer (contact or account) is…

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