Configurable Control to disable Teams CVA DTMF Interference in Voice IVR
In D365 Customer Service – Omnichannel, when using the IVR Bot, the standard DTMF inputs such as *1, *5, and *6 unintentionally trigger Microsoft Teams Conference Voice Announcements (CVA) features (e.g., Meeting Help, mu...
Operating/Business Hours Node/Routing in Copilot Studio
Since Copilot Studio Agents now serve the function of providing IVR capabilities to the Dynamics Contact Center there is a significant functionality gap regarding operating hours handling. There is no tool/node awareness within Copilot Studio to check operating/business hours to validate wheth...
Improved queue overflow handling/Callback
The current overflow condition triggering a direct callback is very limited and not customizable.
Feature request:
Possibility to play a specific message (similar to callback) to the caller while in the queue. (example: current wait times are longer then expected, please...
Automatically enable call transcription after caller consent in IVR - Teams Phone (Not ACS)
In Europe we need to collect consent from the caller before we enable call transcription or call recording. We usually do this in the IVR by letting the caller press 1 if the consent or 2 if they do not consent.
We wish to have a function in Copilot Studio or an API to call f...
Allow hold music during IVR transitions
Problem
When calls are routed to an IVR agent, use agent flows, or are transferred from an agent to a queue, callers can experience several seconds of silence. These silent gaps can be long enough to confuse callers and make them think the call has dropped.
The language we pick to send prompts is the same as the one set in voice channel settings.
Hi Team,
The language we pick to send prompts is the same as the one set in voice channel settings. We want to change the language.
We have created an IVR system with four languages, each regional language assigned to ...
Reserve an agent during AI agent
Dear Colleagues,
I hope this message finds you well. I am writing to propose an enhancement to our current process regarding the delegation of specific tasks from human representatives to AI agents.
In our existing workflow, when a human representative delegat...
DTMF tone are not hearable to the agent
When an external call is in progress, the first agent, while transferring the DTMF to the consultee or the second agent, is not hearing the dialpad tone. We have identified this as a known limitation. We are requesting to add this feature in future deployments, as customers are looking for thi...
Data Masking rule in voice calls
During the voice call whenever customer is telling sensitive data like SSN info or Credit card information data is not getting masked like it happens in the chat.
Data is not getting masked in the voice recordings as well.
Out of office with custom message
If a business operates from 9 AM to 4 PM on weekdays but occasionally needs to suspend incoming calls for 2 hours due to internal meetings or system maintenance, they can inform callers of the unavailability of agents during this period through a predefined custom message. Once the ...