microsoft/d365cc-fde
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source ↗microsoft/d365cc-fde
Description: Sharing experience from the real projects
Language: PowerShell
License: MIT
Stars: 20
Forks: 3
Open issues: 6
Created: 2026-03-22T17:07:49Z
Pushed: 2026-06-11T06:34:57Z
Default branch: main
Fork: no
Archived: no
README:
Forward Deployed Engineering
Accelerating the future of AI-powered customer service at enterprise scale.
The Forward Deployed Engineering team partners directly with the world's largest organizations to reimagine contact center operations through the power of Dynamics 365 Contact Center and Microsoft AI. We don't just implement technology—we engineer transformational outcomes.
Our mission is to close the gap between cutting-edge AI capabilities and real-world customer service operations, delivering production-ready solutions that drive measurable business impact from day one.
Our Engineering Philosophy:
- Embedded with customers — We operate on-site alongside contact center teams, not from conference rooms
- Ship code, not slide decks — We measure success in deployed solutions, not consulting hours
- AI augments humans — We build tools that make agents superhuman, not replace them
- Production-ready from day one — Solutions are architected to scale with customer growth
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Available Tools
[Dialer Helper](./tools/dialer-helper/)
Auto-fill country codes in the D365 Contact Center dialer
Stop scrolling through 200+ countries for every external transfer. Set your preferred country once, and it's automatically selected every time.
Features: Auto-fill · Shadow DOM support · ServiceNow embed support · Custom URL config · Debug mode
[Install Now →](./tools/dialer-helper/#installation)
[AI Disposition Codes](./tools/ai-disposition-codes/)
AI-powered disposition code recommendations at conversation end
Streamline wrap-up decisions. AI analyzes the Copilot conversation summary, surfaces the most relevant disposition codes with confidence scores, and agents confirm or adjust with one click.
Features: AI recommendations · Confidence scoring · One-click confirm · 75-90% time reduction · Dataverse native
[Deploy Now →](./tools/ai-disposition-codes/#11-deployment-guide)
[Agent Presence Control](./tools/agent-presence-control/)
Real-time agent presence monitoring for contact center supervisors
See all agents at a glance with Teams-style presence icons. Filter by queue, view presence history, and modify agent status—all from a single PCF control.
Features: Real-time grid · Queue filtering · Presence history · Supervisor edit · Virtual scroll (30K+ agents)
[Deploy Now →](./tools/agent-presence-control/#10-deployment-guide)
[Recording Search](./tools/recording-search/)
Search voice conversations and recordings in Customer Service Workspace
Stop hunting through conversation lists. Search any voice interaction by agent, caller number, date range, contact, queue, and sentiment — with inline recording playback, without leaving CSW.
Features: Multi-criteria search · Inline recording playback · Sortable results · Open in Dynamics · 10-min session cache
[Deploy Now →](./tools/recording-search/#installation)
Want more tools?
We build tools based on real problems we encounter in the field. If you have an idea for a tool that would help contact center agents, we'd love to hear it.
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Quick Start
Option 1: Install a Tool (Recommended)
Each tool has its own installation guide. Start with:
tools/ └── dialer-helper/ ← Start here └── README.md ← Installation instructions
[→ Install Dialer Helper](./tools/dialer-helper/#installation)
Option 2: Clone the Repository
# Clone the repo git clone https://github.com/microsoft/d365cc-fde.git # Navigate to a tool cd d365cc-fde/tools/dialer-helper # Follow the tool's README for installation
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Contributing
We welcome contributions from the community! Whether you're fixing bugs, adding features, or improving documentation, your help makes these tools better for everyone.
Development Setup
# Fork and clone git clone https://github.com/YOUR_USERNAME/d365cc-fde.git cd d365cc-fde # Create a branch git checkout -b feature/my-awesome-feature # Make changes, then submit a PR
See [CONTRIBUTING.md](./CONTRIBUTING.md) for detailed guidelines.
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What's Next
We don't publish a fixed roadmap. Instead, we build tools based on:
- Real problems we encounter working with enterprise customers
- Community requests from feature requests and discussions
- Opportunities to improve agent efficiency
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Resources
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About Us
This repository is maintained by the Dynamics 365 Contact Center Forward Deployment Engineering team at Microsoft. We work directly with enterprise customers to deliver successful contact center implementations.
The tools here are born from real-world challenges we've encountered and solved. We open-source them so everyone can benefit.
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License
This project is licensed under the [MIT License](./LICENSE) - use it, modify it, share it.
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Trademarks
This project may contain trademarks or logos for projects, products, or services. Authorized use of Microsoft trademarks or logos is subject to and must follow Microsoft's Trademark & Brand Guidelines. Use of Microsoft trademarks or logos in modified versions of this project must not cause confusion or imply Microsoft sponsorship. Any use of third-party trademarks or logos are subject to those third-party's policies.
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