23

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...

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1 Comments

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
22

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...

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
18

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...

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
15

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.

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1 Comments

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
12

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.


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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
10

Phone as Channel

having Phone as a channel is a must. because for all companies today phone is the biggest and most important channel

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
Completed
Ideas Administrator

Feature released in GA. Link to public documentation is available here - Voice channel in Omnichannel for Customer Service | Microsoft Learn

9

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.

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1 Comments

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
Under Review
7

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...

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0 Comments

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
5

Ability to only record a call and switch off transcription

Currently, the transcription seems to be based on the United States - English even though we set the language to be United Kingdom - English, we noticed the transcription is adding/mixing up words which is not ideal for us to share with the customers. Hence we request the ability to switch off...

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
New
5

Customer should be identified based on all phone number fields

Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephon...

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2 Comments

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Category: Voice - Inbound Calling (32)

STATUS DETAILS
Needs Votes
Ideas Administrator

Tracking brief with ADO item: RI improvements - CCA feature brief.docx