Urgent D365 Call Routing & IVR

I need my Microsoft Dynamics 365 telephony configured—today. Incoming calls must automatically route to the correct queue and, when no one is available, jump to a preset mobile number. The routing rules are simple for now: callers choosing Sales go straight to the Sales queue; callers choosing Support drop into the Support queue.

Before a caller even reaches those queues, they should hear a polished automated greeting followed by a short menu (“Press 1 for Sales, Press 2 for Support”). Every call, regardless of where it lands, has to be recorded and stored against the contact or case record inside D365 for easy retrieval.

Here’s the flow I expect:

• Greet the caller with a recorded welcome message.
• Present the two-option menu.
• Route Sales calls to the Sales queue; route Support calls to the Support queue.
• If the queue is busy or outside hours, forward that call to the mobile number I provide.
• Record the full interaction and attach it to the relevant D365 entity.

You’ll need to audit the current Voice/Omnichannel setup, create or adjust the workstreams and queues, wire up the forwarding rules, and run a live test with me to confirm that:
1. Both menu options reach the right departments.
2. Mobile forwarding triggers reliably.
3. Recordings appear in the correct place inside Dynamics 365.

A brief hand-off document outlining the steps and settings you touched will wrap the job. I’m ready to give you admin access and voice prompts as soon as you accept.