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, mute/unmute), disrupting IVR call flows.
Introduce a tenant-level or IVR-level control to disable or override Teams CVA DTMF handling for Voice/IVR scenarios, allowing organizations to safely use these keys without conflict or wrong press. This ensures predictable IVR behavior, prevents accidental routing to Teams system menus, and improves customer experience during voice interactions.
Comments
I would argue that this cannot be the intended behaviour; as the CVA plays over the configured messages which is an incredibly poor experience for the customer. If Microsoft disables it; the functionality should at least pause the configured message to play the CVA.
Category: Voice - IVR
Much needed, as pressing *1, *5, or *6 inadvertently triggers CVA. There should be an out-of-the-box way to prevent that from happening.
Category: Voice - IVR