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
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...
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...
Transfer to an Agent add more details configurable
When a human agent wants to transfer to another human agent e.g. John Smith, he may see more than one John Smith in the list.
Especially for bigger companies, he might end up with dozens of 'John Smith's with no clue which one of them after scrolling is e.g. the product exper...
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...
Queue handling - Call backs should allow supervisors to listen to both recordings
When we use the overflow handling conditions on Queues to enable the Callback feature - the call gets split into two separate recordings.
1 for the initial call in
1 for the call back which is made
On the Conversation record, the playback feature only al...
Existing Customer linkage with Conversation when inbound call arrived.
Currently, when an incoming call is received from an existing customer, the system only displays the phone number in the active conversation pop-up.
The customer record associated with that phone number is not automatically linked or populated.
The expected behavior is that the sys...
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...
Make Beep when call is answered longer in the Dynamics contact Center
Make Beep when call is answered longer in the Dynamics contact Center. the beep is current very quick is should be longer and louder so agent can hear it.
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...