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Allow call redirection outside workstream hours

Milos Niciforovic.o365 on 8/15/2023 5:33:05 PM

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.

Category: Voice - IVR
STATUS DETAILS
New

Comments

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RE: Allow call redirection outside workstream hours

José Manuel Bueno Carmona on 5/12/2025 4:59:04 AM

Hello,I hope this helps. I believe this functionality is already available in Dynamics 365 Contact Center. However, it is configured at the queue level, not at the workstream level. In the queue configuration, you can set overflow rules to redirect calls to, for example, another queue.Is this what you are trying to do?

Category: Voice - IVR