Dan Newton

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.

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".

This can be frustrating to users. Please review if the loading of these components can be done "in the background" or in a way which is less obstructive to the user.

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 quite blunt and not very customer friendly. It would be useful to add a toggle in the chat channel configuration to be able to override this text and enter custom text which would be more fitting with the organisations own language and tone - some organisations may also want to add some further explanation or pre-text before the user starts a chat, this would provide that opportunity.

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

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 support "English - United Kingdom" specific voices etc.

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 Omnichannel supports voice, chat and record based routing this means agents are being added to a growing number of queues for each workstream type, but the system does not support any way of prioritising work between those queues leading to undesirable behaviour. For example:

• Businesses want to make sure phone calls are routed to agents above chats or record based routing - there is no way to achieve this.
• Businesses want to make sure chats are routed to agents before lower priority record based routing - there is no way to achieve this.
• Business want to make sure 'real time' work such as voice and chat is routed to agents before 'offline' work such as record based routing - there is no way to achieve this.

Unified Routing is referred to as "enterprise-grade routing" however lacks this vital functionality for admins to define the priority of work assignment between multiple queues. How can omnichannel be fully utilised if the routing of work items across multiple queues is essentially random with no admin capability to define prioritisation or logic?

Currently, copilot lacks context as to the session or case/contact details the agent currently has open, therefore copilot returns answers which lack critical context. For example if the case relates to account xyz, and the agent asks copilot a question, copilot often returns information not scoped to account xyz. The agent would have to spend time deliberately creating a prompt specifically mentioning account xyz.

Is it possible to stop knowledge controls from refreshing/reloading when changing between session tabs? This causes a productivity blocker for agents doing things like multiple chat sessions as switching between tabs forces the knowledge control to re-load losing placement within the article.

If agents open the knowledge control in a new browser tab D365 complains that multiple sessions are open so there is no workaround for this.

Currently, if operating hours are set by channel (instead of queue) there is no way to see how many calls have hit the channel while it was closed. This creates a huge gap in reporting. There are no records created anywhere at all in any entity (conversations etc) whenever a call is received to a closed channel and the out of operating hours message is played to a caller resulting having no visibility or metrics of calls hitting a closed channel.

Currently, when connecting a voice bot it is not possible to choose the voice of the bot. This means it defaults to a US voice bot with no customisability which is not desirable for any non-US environments as end users instantly dismiss the bot as unhelpful/badly designed.

Please enable a choice of voices from the Azure AI Speech service and/or ability to link an Azure AI Speech API key and use that service instead of the default Dynamics text to speech service.