Ability to link conversations to custom tables
Conversations can only be linked to Cases, Accounts and Knowledge Articles. We need the ability to be able to link conversations to custom tables as our environment uses a combination of custom and system tables to store data.
Increase disconnection time
Calls are currently disconnected after two hours (as explained on Microsoft docs). It would be useful to have this configurable, or at least have the ability for it to be increased upon request.
Different voicemail greetings depending on business hours
We would like to have the option to have a different voicemail greeting depending on business hours. Currently the system does not allow for this and is a really big limitation in the functionality of product.
Wrap up timer after transferring a call
On a queue / workstream a wrap up timer can be configured. But when transferring a call to a colleague you immediately return to the available state and will receive a next call.
It would be better to be able to disable/enabled the wrap up also when transferring calls. It is not always ...
Identifying a new user
When a brand new user calls in to the omnichannel environment, on the customer summary page, I can link them to a contact record already in my environment, after which the timeline, Customer 360, all data for that contact record loads. However, it will not save that information, aka, when said...
Real-time Queue Announcement Broadcast for Active Voice Calls
Dynamics 365 Contact Center currently allows administrators to configure queue announcements and greetings; however, these announcements are resolved only when a caller initially enters the voice queue. If an administrator updates a greeting or announcement (for example, during a system outage...
Importing omnichannel voice channel from one environment to another using the migration configuration tool
Currently, when importing workstreams between environments, the voice channel needs to be deleted, and re-created in the target system, according to the documentation here: https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/copy-environment-with-omnichannel
It would...
Administrator
Tracking brief with ADO item: RI improvements - CCA feature brief.docx