13

Omnichannel Voice - Support coversations with no caller ID

Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.


Please add support for conversations where the caller ID is not present.


SR: 2211070050002667

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Category: Voice - Call controls (20)

STATUS DETAILS
Planned
2025 Release Wave 1
Ideas Administrator
9

New "In a Call" status/presence when on voice call

When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.


It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not dist...

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Category: Voice - Call controls (20)

STATUS DETAILS
New
4

Agent Cold Transfer

We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have.

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0 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
New
4

Omnichannel Voice - Support more specific language choices

Omnichannel voice has been generally available in the UK for several months however it is currently only possible to use "English - United States" for voice languages. This means any automated messages are not region specific and have a out of place American accent. Other Microsoft products su...

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1 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review
Ideas Administrator

English UK is available for Speech to Text and Text to Speech. Link - Supported cloud locations, languages, and locale codes for voice channel | Microsoft Learn. Rest under review.

 

4

Omnichannel Voice - Greeting/Welcome Message

Currently, there is no way to configure a greeting/welcome message within Omnichannel voice. This functionality is standard within contact centres to provide a simple greeting message to callers "thanks for calling xyz". Please introduce a greeting message option/custom automated message to pr...

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1 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Planned
2023 Release Wave 1
Ideas Administrator

Thank you for your patience! this feature is available in private preview. Please reach out to support, if you wish to participate in the private preview.

Cheers! Alpana

3

Change status to DND when accepting a call Consult

When the agent accept the voice consult, her/his status should change to Do not disturb in order to not receive further calls.

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2 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review
3

First Party Voice - Transfer to Agent

Currently when you hit transfer, there is no way to transfer directly to an agent or ability to see the status of the agent presence. Several customers have mentioned that they want the ability to transfer to agents on the system with the ability to see their current status. Currently the on...

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1 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review
3

Have D365 CS First Party Voice Support Multiple records with same number

I have a customer, Chempoint, who’s evaluating FPV. Chempoint often has multiple contacts from the same customer calling them for customer service. They can sometimes call from the same office phone so we have a situation where there are multiple contact records who have the same phone number....

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1 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review
Ideas Administrator

Tracking brief with ADO item: RI improvements - CCA feature brief.docx

3

"Wrap Up" and "Available Since" timers

The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...

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0 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review
2

Be default customer is on hold during transfer



When agent 1 transfer to agent 2.

During blind transfer, customer is on hold, until agent is clicking on ‘R...

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0 Comments

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Category: Voice - Call controls (20)

STATUS DETAILS
Under Review