Enable personalized voicemail for individual users in Dynamics 365 Contact Center
Summary
Customer is requesting the ability to personalize voicemail greetings at the individual user level, including dynamic messages based on availability (e.g., Out of Office, expected return date).
Current Behavior
Voicemai...
Add an inbuilt search option for transfers to external numbers for incoming voice calls
When you wish to transfer a voice call to an external number, you must use the dial pad or type in the number to send the call to. There is no option to search in this form, e.g. for an external organisation who subcontracts to you.
You can use the Dataverse search to find the...
Enhancing Diagnostics and Monitoring at Workstream/Queue Level for Conversation Handling
To improve troubleshooting efficiency and reduce resolution time, it would be highly beneficial to introduce more advanced diagnostics and monitoring capabilities at the workstream and queue level for conversation handling.
Currently, when issues occur (e.g., conversations not...
Request for product enhancement on the current behavior of external transfers when bridging is enabled
Current By design behavior:
How Bridged Transfers Work
- Continuation of the Original Call Session: In a bridged transfer, when an agent transfers a call to an external number, the system does not create a new, separate call session. ...
STATUS DETAILSNew
Enhanced Direct Callback Controls & Experience in Dynamics 365 Contact Center
Direct callback is a critical capability for managing wait times and improving customer experience; however, the current implementation lacks several key controls and behaviours needed for enterprise-scale operations. These gaps can result in poor customer experiences, increased agent idle tim...