Summary

Customer is requesting the ability to personalize voicemail greetings at the individual user level, including dynamic messages based on availability (e.g., Out of Office, expected return date).

Current Behavior

Voicemail for direct inbound / DID calls is currently system-generated and generic.

There is no support for:

• User-specific voicemail greetings
• Dynamic updates based on Outlook OOF or calendar status
• Presence-based messaging

Customization is limited to queue/workstream level only.

Customer Impact

• External callers (e.g., brokers) do not have enough context when agents are unavailable
• Callers cannot determine whether the user is temporarily away, on leave, or offline
• Reduced likelihood of leaving voicemail due to lack of clarity
• Increased confusion and repeated call attempts
• Overall negative impact on communication experience and professionalism

Ask to Product team:

• Confirm if this capability is:
• Planned or on the product roadmap
• Available in any upcoming release
• Evaluate feasibility of:
• Enabling user-level voicemail personalization
• Supporting dynamic messages (e.g., return date, availability)
• Integrating with Outlook presence and OOF status

This enhancement would align Dynamics 365 Contact Center with modern communication platforms (such as Teams and Outlook) and significantly improve clarity and user experience in real-world business scenarios.