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 ...
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 call redirection outside workstream hours
Requesting an option to handle an incoming call after workstream hours.
Right now the only thing that happens to the call is an automated message, then it hangs up.
Need an option to forward to another workstream/bot/voicemail.
Route first to PVA (IVR bot) when Out Of Office hours
Hi guys,
Imagine a voice workstream with a PVA (act as IVR) attached to this workstream.
Also a voicemail queue is defined to handle calls when OutOfOffice Hours.
Currently, if a customer calls phone number attached to the voice workstream during office ...
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...
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...
Send caller back to Voicemail if Agent doesn't pick up
If an Agent is Available to take a call (transfer from BOT to queue), but does not pick up (i.e. walks away and forgets to change status), after the timeout period the customer hears "Sorry we couldn't service you at this time" and the call hangs up. This is not a good experience for the cust...
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.
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 ...