Dynamics 365 Customer Service

Not the first time this has happened but when you add a new user to the system and enable their mailbox it starts processing mail from a date in the past unless you update the "Process Email From" date to the current date, on the Email Server Profile. This is extremely risky on a live system.

I suggest that the date is automatically set to the current date, and if we wan't to process emails from before that, then we can go and change it manually to a date in the past.

Hi,

We would like a telephone directory function available in the outbound dialler feature. This directory could be team and/or user specific and include both lookup contacts from contacts and/or accounts in CRM but also external contacts. 

Hi!

We found the need for a trigger on overflow rules based on the conversation wait time critical!

None of the current overflow rules apply to the support use cases.

With this ability we could be transfering the conversation to a queue where a bot can ask the user, do you want to wait or get a direct call or many other options.

With the current setup, overflow only supports triggers which are not customer centric 100%.

Average queue wait time is an average which is really not representative of the customer experience at that moment.

Thanks!

Please add a dark mode theme for D365 CE!

It would be great to have a message trigger for automated messages in the voice channel when call is assigned to a voice queue to be able to use this as a greeting message (outside of the PVA), as the current "Greeting message for Async Channels and Voice" doesn't work.

Drag and Drop contacts between To and CC. Want functionality similar to Outlook/OWA.

Today in D365 you have to look up each contact to add. You can take someone already in the TO and just drag them into CC or vice versa.

D365 is less efficient compared to Outlook. Teams that need to reach out to stakeholders not using D365 or connected systems often prefer to send their request via Outlook instead of via D365 email.

Visibility on out of office status of Internal stakeholders and their out of office message before sending email. Want to view OOO status in D365 with no customizations.

You can see the icon with presence but not the actual message that an out of office user has sent.

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

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 provide a simple greeting to callers without having to connect a bot.

Need a way to track the usage of agent script:

1) Need information including: country, supervisor, agent, week, day, time, usage number,

2) Assign agent script with more than one language (currently can only assign one language to the agent)