Omnichannel Voice - Support coversations with no caller ID
Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.
Please add support for conversations where the caller ID is not present.
SR: 2211070050002667
Omnichannel Voice - Support more specific language choices
Omnichannel voice has been generally available in the UK for several months however it is currently only possible to use "English - United States" for voice languages. This means any automated messages are not region specific and have a out of place American accent. Other Microsoft products su...
Omnichannel Voice - Greeting/Welcome Message
Currently, there is no way to configure a greeting/welcome message within Omnichannel voice. This functionality is standard within contact centres to provide a simple greeting message to callers "thanks for calling xyz". Please introduce a greeting message option/custom automated message to pr...
Be default customer is on hold during transfer
When agent 1 transfer to agent 2.
During blind transfer, customer is on hold, until agent is clicking on ‘R...
First Party Voice - Transfer to Agent
Currently when you hit transfer, there is no way to transfer directly to an agent or ability to see the status of the agent presence. Several customers have mentioned that they want the ability to transfer to agents on the system with the ability to see their current status. Currently the on...
Control of On Hold Music
While a customer is on hold, it would be ideal to offer admin capabilities to control the music and/or messaging that is played. Few ideas related to this...
1) Customers want the ability to control the music in general
2) Customers want the ability to insert marketing ...
auto end conversation after xx mins of inactivity
suggest add a timeout function: if a livechat conversation after xx mins of inactivity,then auto send notice message and auto end this conversation.
Agent Voice Consult
Currently, when an agent asks for a consult to another agent there is no way for the agent receiving the consult to understand (before accepting and opening the consult) whether the consult request is via chat or via voice (adding the agent to the client call) and to understand who is asking f...
"Wrap Up" and "Available Since" timers
The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...
Operator Connect to ACS to Telephony