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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Category: Voice - Call controls (15)

STATUS DETAILS
New

Reconsider the overlay/loading screen "Preparing to receive notifications, getting presences ready"


Every time a user accesses the app, after a brief delay (usually just about as they are going to click a UI element) they are presented with a jarring overlay loading screen which can not be bypassed or minimised saying "Preparing to receive notifications, getting presences ready, etc"....

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Category: Unified Routing- Assignment (66)

STATUS DETAILS
New

Chat widget - Ability to customise pre chat survey intro text from "Please answer below questions."


Currently, after enabling pre-chat survey questions this adds the text "Please answer below questions." at the top of the chat widget.There is no way to change or customise this text. The ability to do so would be welcome, the default text "Please answer below questions." is ...

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Category: Live Chat (114)

STATUS DETAILS
New

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 (15)

STATUS DETAILS
New

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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Category: Voice - Call controls (15)

STATUS DETAILS
New

Multiple queue/workstream prioritisation/routing options


Currently, there is no way to prioritise the distribution of work to agents between multiple queues or workstreams. It is only possible to prioritise work within a given queue - but not have control over the assignment logic across multiple queues.Now that Dynamics Omnichanne...

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Category: Unified Routing- Assignment (66)

STATUS DETAILS
New