David Schiefelbein Solution Architect

We have been testing out the new dynamics 365 contact centre with teams' integration. (currently in preview mode).

This feature has attracted a lot of interest because it allows us and our customers to use the Teams Operator Connect connectivity to provide the voice channel. This is extremely attractive for customers who are migrating away from on-premises to cloud contact center's who already have the MSOC layer reducing the cost of provisioning.

One issue we have found is when the Bot or agent starts talking to the caller there is a message "this call is being recorded" message that plays overtop of the audio; and we get a message "this call is no longer being recorded" message as the call is queued.

This is a poor caller experience and doesn't occur when using the MS provided numbers or direct routing. It would be really nice to have the ability to turn this off for the Dynamics audio channel.