18 · CRM and CTI
The number does not appear in Dynamics until the resource account exists and someone runs Sync from Teams.
The same page shows Connect-MicrosoftTeams, then New-CsOnlineApplicationInstance, then Set-CsOnlineApplicationInstance and Sync-CsOnlineApplicationInstance. Those last two examples include an ApplicationId and the organization’s Azure Communication Services resource ID. Copy both from the current page. This room does not ask you to memorize the identifier.
After the license and the service number are on the resource account, the page says to open Copilot Service admin center, Channels, Phone numbers, Advanced, the Teams phone system tab, and Sync from Teams. Then create a workstream and add a voice channel for that number. When a customer calls, the representative receives the notification in the Copilot Service workspace app. If recording is enabled, an announcement plays. If an outbound conversation is not created, the page says the representative gets an alert and should initiate the call again.
Create the resource account, copy the application ID from the current page, assign the number, and sync it into the voice channel.
I sync the Teams service number, and the representative answers in Copilot Service workspace.
If it fails: The number is assigned in Teams and never synced, so Dynamics has no voice channel for it.
A colleague reports: A project assumes one telephony model because the product was renamed. Where do you start?
A project assumes one telephony model because the product was renamed. Use the learning map on that page for setup, bring-your-own Amazon Connect, and linking calls with customer contact records. Source: https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US&type=5 accessed 2026-10-14.
Which description of Computer telephony integration is accurate?
Wikipedia’s opened page says computer-telephony integration, also computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and computers. The next sentence on that page is marked citation needed. This lab does not use it. Source: https://en.wikipedia.org/wiki/Computer_telephony_integration accessed 2026-10-14.
A colleague reports: A design calls every CRM screen a CTI product. Where do you start?
A design calls every CRM screen a CTI product. Use the vendor page for the product you are configuring. Keep Wikipedia as the name only. Source: https://en.wikipedia.org/wiki/Computer_telephony_integration accessed 2026-10-14.
Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.
The number is assigned in Teams and never synced, so Dynamics has no voice channel for it.
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.
Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.
Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.
