Voice Chanel - secondary ringer
Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.
If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.
Omnichannel voice: connection between agent/customer and active conversation form performance
It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on impro...
Omnichannel voice: new attribute needed -> date when Agent clicks Accept button for incoming session
Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the c...
Synchronize Teams presence
When using MS Teams for internal collaboration currently this does not impact the status in omnichannel.
In case an agent receives a Teams call it might be relevant to also update the agent status in omnichannel.
There are already other contact center soluti...
Don't automatically map cases to phone calls
Currently, if a call comes in for a customer with an open case, that case is automatically set on the conversation form. For some customers, that doesn't make sense as they'd like to create a new case for each call. Unfortunately, the custom control that displays the case can't be cleared with...
Manage waiting behavior and messages by queues
Wanting to implement a contact center with one phone number but different queues (for different services), the queues having different working hours. The IVR transferring to the agents is handled by a Power Virtual Agent bot.
Synchronous Call Connection
When the agent answers the call on the omnichannel, he/she still hears the hold music. The ideal scenario would be to be able to speak with the client the instant after accepting the call.
Phone as Channel
having Phone as a channel is a must. because for all companies today phone is the biggest and most important channel
Automated prevention of Recording / Transcription via Bot selection - Legal requirement
Due to legal requirements in some countries, customers can opt in or out of having the conversation recorded. Reliance on agents to stop / start recording is not feasible and most companies have a automated option in the IVR that allow for the call to be routed to queue that can or cannot be r...
Agent Cold Transfer
We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have had for years and is a major deficiency in the current system.
Administrator
Feature released in GA. Link to public documentation is available here - Voice channel in Omnichannel for Customer Service | Microsoft Learn