Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Using/MicrosoftPhone.htm

## Microsoft Phone for Service Center

Service Center reps can perform standard telephony functions—for example, answering, disconnecting, holding, transferring, and muting calls—directly from Service Center using an embedded Microsoft Phone user interface (UI). Microsoft Phone connects to the Service Center Rep's existing Microsoft Teams Phone account, enabling inbound and outbound calling capabilities within the Service Center omnichannel panel.

Microsoft Phone is compatible with the following browsers:

* Chrome
* Firefox
* Edge

**Who can use this feature?**

* Service Center Reps - Browser
* [Authenticating with Microsoft](#Authenti)
* [Managing Status](#Managing)
* [Accepting and Declining Incoming Calls](#Acceptin)
* [Using Active Call Controls](#Using)
* [Disconnecting a Call](#Disconne)
* [Using the Dial Pad](#Using2)
* [Placing an Outbound Call](#Placing)
* Users do not require an additional license

### Configuring Microsoft Phone for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

To configure this feature in Vault CRM:

1. Configure Microsoft Permissions.
2. Ensure [Configuring Service Center](../SCConfig.htm) is complete.
3. Ensure [Microsoft Teams Channels](SCMicrosoftTeams.htm) settings are configured for Microsoft Phone.
4. Navigate to **Business Admin > Objects**.
5. Select **Veeva Omnichannel**.
6. Select **Create**.
7. Select **Microsoft Phone** from the Select Omnichannel Integration Type picklist.
   ![](../../../Resources/Images/Service Center/MSPhone1.png)
8. Select **Continue**.
   ![](../../../Resources/Images/Service Center/MSPhone2.png)
9. Enter a name for the **Omnichannel Integration**.
10. Enter the **Directory Id**. This is the Microsoft Tenant ID of the customer's Azure Cloud.
11. Enter the **ACS Connection String**.
12. Enter the **Application Client Id**. This is the Application ID of the Azure Communications Services application.
13. Select **Save**.

### Using Microsoft Phone as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

#### Authenticating with Microsoft

Before using Microsoft Phone, Service Center reps must authenticate with their Microsoft account. Authentication is required every 24 hours.

To authenticate with a Microsoft account:

1. Select the Omnichannel Action button in Service Center. A Microsoft authentication dialog displays.
2. Enter your Microsoft credentials.
3. Select **Next**. The Omnichannel panel expands and initializes Microsoft Phone.

#### Managing Status

Service Center reps can manually set their status, which determines their availability to receive calls. The system also sets statuses automatically based on user actions.

To set or change the status:

1. Select the **Status** drop-down in the Omnichannel panel. The current status and time in status display.
   ![](../../../Resources/Images/Service Center/MSPhone4.png)
2. Select a new status from the list. Supported statuses include:

* Appear Offline
* Appear Away
* Be Right Back
* Busy
* Do Not Disturb - Cannot place outgoing calls or receive incoming calls
* Available - Ready to receive calls. The dial pad icon is visible.

When Service Center reps sign in, the status is automatically set to Do Not Disturb to prevent calls from being assigned before being ready to accept calls. After a call ends, the status automatically resets to Available.

#### Accepting and Declining Incoming Calls

When an incoming call is assigned to a Service Center Rep, an alert displays in the omnichannel panel. An audible ring tone sounds, and the UI displays the caller's phone number and relevant CRM data about the caller, for example, name, company, and interaction history, with options to Accept or Decline. The Service Center Rep’s status is automatically set to Do Not Disturb when they accept a call.

To accept an incoming call:

1. Select **Accept** to answer the call.

* The call connects, and the omnichannel UI updates to "In a Call.”
* The system automatically performs an account search using the caller's number and displays the Account Search tab

2. Select **Create Case** from the search results. When a case is created, case conversation and timeline records are automatically created and linked.

To reject a call, select Decline. The call is returned to the queue, and the status is set to Available.

#### Using Active Call Controls

While on an active call, several controls are available in the omnichannel UI:

* Mute - select the Mute button to mute the microphone. The button icon changes to indicate the call is muted. Select it again to unmute.
  ![](../../../Resources/Images/Service Center/MSPhone_Mute.png)
* Place a Call on Hold - select the Hold button. The caller hears on-hold music, and the Service Center Rep cannot hear the caller. The button icon changes to indicate the call is on hold. Select it again to resume the call.
  ![](../../../Resources/Images/Service Center/MSPhone_Hold.png)

#### Disconnecting a Call

To end an active call, select the Disconnect button. If a case was created for the call, the call end time and duration are recorded in the Case Conversation record. The status is automatically set to Available.

#### Using the Dial Pad

The dial pad can be used to dial a number when not on a call, or to send Dual-Tone Multi-Frequency (DTMF) tones (also known as touch-tones) during an active call.

When not on a call:

1. Select the dial pad icon.
   ![](../../../Resources/Images/Service Center/MSPhone5.png)
2. Enter a phone number.
3. Select the **Call** button to initiate the call.

During an active call:

1. Select the dial pad icon.
2. Select the number keys to send DTMF tones, for example, to interact with an automated Interactive Voice Response ( IVR) system.

#### Placing an Outbound Call

To place an outbound call:

1. Ensure the call status is **Available**.
2. Select a phone number field. For example, on a Case or the Outbound tab. The call is initiated using Microsoft Phone. The Omnichannel UI updates to display dialing. Case Conversation and Outbound Target Activity records are created automatically.

Service Center reps can also initiate outbound calls from selectable phone number fields within Service Center.

### Related Topics

[Using Service Center](SCUsing.htm)

[Veeva Omnichannel for Service Center](SCOmniConnect.htm)