Source: https://neilparkhurst.com/2020/06/11/omnichannel-for-customer-service-teams-integration/
We can now use Microsoft Teams as a channel with Omnichannel for Customer Service. I can see many applications for this, not least for an internal help desk who needs to offer support to users across their organisation.
The video below will explain how to configure the Teams channel. You can also use the link below to access Microsoft’s documentation on configuring Microsoft Teams to work with Omnichannel.
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-microsoft-teams
Vaibhav Sharma 