• 45

    Drag and Drop

    Suggested by David Lewis – Planned  – 1 Comments

    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.


  • 45

    Preview of Attachment Content without downloading

    Suggested by Rathnasagar Rangu – Planned  – 5 Comments

    • We have System and Custom Entities, Users will attach documents to these records. • We would like to see the content of the attachment as preview without downloading those documents. • We would like to see record related email attachments in one place.

  • 17

    Ability to Transfer Call by rule or overflow based on Conversation Wait time (Not Queue Avg)

    Suggested by Sergio Banguero Torres – Planned  – 0 Comments

    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!


  • 13

    Omnichannel Voice - Support coversations with no caller ID

    Suggested by Dan Newton – Planned  – 0 Comments

    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


  • 10

    Visibility of OOO messages

    Suggested by David Lewis – Planned  – 1 Comments

    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.


  • 9

    Ability to identify the instance that mailbox is set as Primary Organization

    Suggested by Akira Homma – Planned  – 0 Comments

    In case the tenant has multiple instances, when processing Test & Enable Mailbox, sometimes the error notification will be sent to mailbox. Cannot synchronize outbound mail because mailbox XXXXXXXX is configured to other Microsoft Dynamics 365 organization. It is recommended to overwrite configuration and enable mailbox for primary organization. Also, please change how to synchronize the organizations other than primary organization. This message doesn't clearly say which instance is primary organization. The customer cannot know it. If it is obvious that which instance is primary organization to the mailbox in this error notification, user cannot get confused.

  • 6

    Reroute chat after certain time limit if none of the users are available in specific queue

    Suggested by Aditya Prasad Dash – Planned  – 0 Comments

    There are many queues based on team to perform certain action. When chat comes in for a specific prechat topic and all users inside that queue are busy or off, user has to wait. can we have some time limit after 5min or 10min the chat can reroute to General queue or something. This way chat initiator can be engaged.

  • 4

    Telephone directory for outbound calls

    Suggested by Kristine Risberg – Planned  – 1 Comments

    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. 


  • 4

    Omnichannel Voice - Greeting/Welcome Message

    Suggested by Dan Newton – Planned  – 1 Comments

    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.


  • 3

    Trigger for automated message when customer is assigned to voice queue

    Suggested by Kristine Risberg – Planned  – 0 Comments

    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.

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