add 4 articles

Author: lucciz01

support/dynamics-365/customer-service/cases-or-incidents/cannot-switch-teams-organizations-dynamics-365-app.md

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+---
+title: Can't Switch Between Different Teams Organizations Within the Dynamics 365 App
+description: Explains the design limitation and provides guidance on switching between different Teams organizations in the Dynamics 365 app.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/24/2025
+ms.custom: sap:Voice channel, DFM
+---
+# Can't switch between different Teams organizations within the Dynamics 365 app
+
+This article provides a workaourd for an issue where you can't switch between different Teams organizations within the Dynamics 365 app, a functionality that's available in the standalone Teams mobile and desktop applications.
+
+## Symptoms
+
+You can't find an option to switch to a different organization's Teams within the Dynamics 365 app. This functionality is available in the standalone mobile and desktop Teams applications but not within Dynamics 365.
+
+## Cause
+
+This behavior is by design. Currently, there is no workaround or quick option to switch organizations directly within the Dynamics 365 app. You must manually sign in to the desired organization separately.
+
+## Mitigation steps
+
+To access Teams functionality for a different organization within Dynamics 365, follow these steps:
+
+1. Sign out of the current organization in Dynamics 365.
+1. Sign in to the desired organization separately.
+1. Ensure that Teams integration is enabled for the specific organization within Dynamics 365. For more information, see [Configure Microsoft Teams chat in Customer Service](/dynamics365/customer-service/administer/configure-teams-chat).
+1. Use the integrated Teams chat functionality associated with the newly signed-in organization.

support/dynamics-365/customer-service/omnichannel-for-customer-service/cannot-receive-instagram-messages-and-comments.md

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+---
+title: Instagram Messages and Comments not Reaching Customer Service App
+description: Instagram is not currently supported as a social channel for chat in Customer Service applications. Alternatively, a custom channel could be created to use Instagram for messaging.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/24/2025
+ms.custom: sap:Custom Channel, DFM
+---
+# Can't receive Instagram messages and comments in a customer service application
+
+This article explains why Instagram messages and comments, along with Facebook comments, might not appear in a customer service application despite proper setup and permissions. It provides information on the current limitations of Dynamics 365 Customer Service applications and alternative solutions.
+
+## Symptoms
+
+You might encounter the following issues:
+
+- Instagram messages and comments aren't displayed in the customer service application.
+- Facebook comments are also not visible despite proper account linking and permissions setup.
+
+## Cause
+
+Instagram isn't currently supported as a default social channel for chat in Dynamics 365 Customer Service applications.
+
+Microsoft is aware of the demand for Instagram integration in Dynamics 365 Customer Service applications. An idea has been submitted to investigate this as a potential feature for future updates. For more details or to track progress, visit the [idea submission page](https://experience.dynamics.com/ideas/idea/?ideaid=9d2da859-15b3-eb11-89ee-0003ff45921e).
+
+## Alternative solution: Configure a custom messaging channel
+
+To enable Instagram as a social channel for customer service interactions, users can create a custom messaging channel. Follow the steps outlined in [Configure custom messaging channels](/dynamics365/customer-service/administer/configure-custom-channel) to set up a custom channel for Instagram messaging and comments.

support/dynamics-365/customer-service/omnichannel-for-customer-service/cannot-set-display-name-for-outbound-calls.md

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+---
+title: Caller ID in Dynamics 365 shows Phone Numbers Not Custom Names
+description: It's not possible to configure a display name for outbound calls in Dynamics 365 Customer Service. Only a phone number can be set as the caller ID number.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/24/2025
+ms.custom: sap:Voice channel, DFM
+---
+# Can't set display name for outbound calls in Dynamics 365 Customer Service
+
+Microsoft Dynamics 365 Customer Service enables businesses to manage customer interactions efficiently. However, you might encounter limitations regarding how outbound caller IDs are displayed. This article explains the issue, its cause, and provides guidance on the current configurations available.
+
+## Symptoms
+
+When agents make outbound calls using Dynamics 365 Customer Service, the caller ID displayed to the recipient only shows a toll-free number. You would prefer your company name to be displayed instead.
+
+## Cause
+
+Dynamics 365 Customer Service currently doesn't support configuring a display name (such as a company name) as the caller ID for outbound calls. The **Number label** field associated with the outbound profile is used in the agent dialer interface only and doesn't appear to users who receive the call.
+
+## More information
+
+For more information on configuring outbound and inbound profiles, see [Configure outbound and inbound profiles](/dynamics365/customer-service/administer/configure-outbound-inbound-profiles).

support/dynamics-365/customer-service/omnichannel-for-customer-service/number-cannnot-upgraded-calling-sms-maxed-out-error.md

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+---
+title: This Number Cannot be Upgraded Calling and SMS Capabilities Maxed Out error
+description: Solves an error that occurs when you upgrade the capabilities of a phone number in Azure Communication Services.
+author: Yerragovula
+ms.author: srreddy
+ai-usage: ai-assisted
+ms.date: 03/24/2025
+ms.custom: sap:Messaging capabilities, DFM
+---
+# "This number cannot be upgraded, Calling and SMS capabilities maxed out" error 
+
+This article provides a resolution for an issue where the Azure phone number doesn't work when you try to upgrade the capabilities of a phone number in Azure Communication Services.
+
+## Symptoms
+
+When you try to upgrade the capabilities of a phone number in Azure Communication Services, the following error message occurs:
+
+> This number cannot be upgraded. Calling and SMS capabilities maxed out.
+
+## Cause
+
+This issue occurs because you're trying to upgrade the capabilities of a phone number in a trial environment. Trial environments have limitations, and phone numbers in such environments can't be upgraded. Additionally, the maximum allowed capabilities for calling and SMS is reached.
+
+## Resolution
+
+To resolve this issue,
+
+1. Remove the default trial phone number.
+2. Use the purchased phone number instead of the default phone number.
+
+For more information about trial phone numbers in Azure Communication Services, see [Frequently asked questions about trial phone numbers in Azure Communication Services](/azure/communication-services/concepts/telephony/trial-phone-numbers-faq).

support/dynamics-365/customer-service/toc.yml

@@ -2,6 +2,8 @@
   href: welcome-customer-service.yml
 - name: Cases or Incidents
   items:
+    - name: Can't switch between different Teams organizations in the Dynamics 365 app
+      href: cases-or-incidents/cannot-switch-teams-organizations-dynamics-365-app.md
     - name: Sentiment analysis not reflecting positive sentiment or capitalization
       href: cases-or-incidents/sentiment-analysis-not-reflecting-positive-sentiment-or-capitalization.md 
 - name: Customer Service Insights
@@ -142,6 +144,8 @@
           href: omnichannel-for-customer-service/preconversation-survey-mobile-number-field-restriction.md
     - name: Custom Channel
       items:
+        - name: Can't receive Instagram messages and comments in a customer service application
+          href: omnichannel-for-customer-service/cannot-receive-instagram-messages-and-comments.md
         - name: Conversations from custom channel not appearing in Inbox
           href: omnichannel-for-customer-service/custom-channel-conversations-not-show-in-inbox.md
     - name: Customer summary and Closed conversation form
@@ -180,6 +184,10 @@
           href: omnichannel-for-customer-service/instance-unavailable-provision-omnichannel.md
         - name: Omnichannel provisioning fails with an error
           href: omnichannel-for-customer-service/omnichannel-provision-fail-errors.md
+    - name: Messaging capabilities
+      items:
+        - name: '"This number cannot be upgraded, Calling and SMS capabilities maxed out" error'    
+          href: omnichannel-for-customer-service/number-cannnot-upgraded-calling-sms-maxed-out-error.md
     - name: Copilot Studio agents
       items:
         - name: Copilot Studio agent conversations are active after a chat ends
@@ -206,6 +214,8 @@
           href: omnichannel-for-customer-service/social-data-sync.md
     - name: Voice channel
       items:
+        - name: Can't set display name for outbound calls
+          href: omnichannel-for-customer-service/cannot-set-display-name-for-outbound-calls.md
         - name: Incoming voice calls with long greeting messages cause connection delays
           href: omnichannel-for-customer-service/greeting-message-delay-agent-connection.md
         - name: Notification not functioning for incoming messages