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Ability to initiate phone calls

Kunal Kochhar on 6/7/2019 3:57:39 AM

Would be great to have a seamless capability to integrate with omni-channel engagement hub for CTI integrations with various phone systems

Category: General
STATUS DETAILS
Completed
Ideas Administrator

Administrator on 11/7/2019 8:58:02 PM

Happy to let you know that we have released integration with Omni Channel hub recently. You can read more about it here: https://docs.microsoft.com/en-us/power-virtual-agents/configuration-hand-off-omnichannel . Try it out and let us know your feedback at aka.ms/PowerVirtualAgentsForum. 

Comments

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RE: Ability to initiate phone calls

Pawan Taparia on 6/7/2019 7:15:56 AM

@Kunal,

Thanks for your idea. I believe you are suggesting that our virtual agent respond over telephony / voice channel and seamlessly escalate to human agents using Omnichannel engagement hub. Let me know if you implied something else.

Thanks,
Pawan

Category: General