Notification to agents when UI Changes are made to voice call controls
Following an update to the Desktop Companion Application the transfer and hold button swapped places in the UI. It would be great if after this kind of update the Agent was advised of the change when they first login after the update in show clear details on the implication of what has changes...
Risk of simultaneous interactions due to late capacity blocking on inbound calls
Problem
In Dynamics 365 Contact Center, agent capacity is only blocked after an inbound call is accepted, not when the call notification (ringing) is sent.
This creates a risk scenario:
- An inbound call is offered to Agent 1 (ringing, not yet accepted)
- Ag...
STATUS DETAILSNew
The record and transcript will be paused post transfer if the agents manually hold the conversation and forget to unhold.
Currently, the design is that if the call is put on hold proactively by the agent, and then later on transfers to another agent without proactively unhold. Then the record and transcript will be paused.
In the scenario an agent puts a custom...
The Minimum Wait Time Limitation - Queue Overflow Handling
The 30-35 seconds is the callback configuration time, which is used to offer the callback option to the caller. This timing is not combined with external transfers. After overflow triggers, an additional short delay is expected to connect the call to the external participant. This b...
Give the representative time to wrap up a call after transfering it
We have experienced some issues when a representative receives a call and need to transfer that call. When they have transfered the call, they immediately are put in presence available and new phone calls are coming in. In our case, the agents will need some wrap up time to finish the conversa...
Ability to Consult then Trasnfer directly to another Agent - existing functionality for Teams/external number Transfer
We would like the functionality to Consult then Transfer to an Agent/Representative to match the existing functionality for Consult then Transferring to a Teams user or External Number (PSTN).
Currently if you Consult the Transfer to a Teams user, agents have the option to Tra...
Unable to customize the entity msdyn_ocvoicemail
The entity msdyn_ocvoicemail does not allow editing.
Business impact:
As a CSR, they would like the option to select from different status reasons when Closing a voicemail. Close Voicemail option marks a voicemail as completed and moves it to the closed work...
Direct Agent Transfer/Consult (Without Queue Selection)
Currently, transferring or consulting with another agent requires selecting a queue first, even when the target agent is already known. This adds unnecessary steps and slows down workflows.
Requested Enhancement:
- Enable the ability to t...
STATUS DETAILSNew
Prevent Consult/Transfer to Agents Already on Active Voice Calls in Dynamics 365 Omnichannel
Problem Statement:
Agents currently appear available for Consult & Transfer even when they are already on a voice call. This leads to:
- Misrepresented presence in the consult pane.
- Failed transfer attempts.
- Skewed reporting metrics.
- Poor...
STATUS DETAILSNew
Change pop up message for closing call after external transfers
Currently, when you transfer the call to an external number and then try to close the conversation, you get the following message:
"Are you sure you want to close the session?
Closing the session will release the conversation back to the queue"
T...