A consultant enables Conversation Intelligence for a sales team that places calls through a third-party VoIP dialer running as a browser extension rather than through Microsoft Teams calling. Conversation Intelligence is turned on, the correct call language is set, and reps are making calls daily, but no transcripts or call insights are being generated. What is the most likely explanation?

The supported-calling-channel explanation is correct. Conversation Intelligence works by capturing call audio through calling channels it is integrated with, such as Microsoft Teams calling or the native Dynamics 365 Sales dialer; it has no mechanism to pull audio from an unrelated third-party VoIP extension running outside that integration. Because the calls in this scenario never pass through a supported channel, there is no audio for the service to transcribe, regardless of how correctly the language and enablement settings are configured. The per-rep add-on licensing explanation is incorrect because Conversation Intelligence licensing in this scenario is organization-level and does not require a separate per-rep add-on beyond the appropriate Sales plan; the missing piece here is the calling channel, not licensing. The retention-policy explanation is incorrect because retention policies govern how long existing transcripts and recordings are kept after processing, not whether a call gets picked up in the first place; a retention issue would produce transcripts that later disappear, not a total absence of transcripts. The muted-notification explanation is incorrect because notification settings only control whether a rep sees an alert about generated insights; muting notifications has no effect on whether the underlying transcription pipeline runs.