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We have a problem managing messages for holidays/exceptional closure.

There is only one trigger associated to non-working hours so we can't display 2 differents messages if we are in holidays closure or in exceptional closure.

We can't add/edit the existing triggers (we can only modify the text-message associated).

Note : we solved this issue using the Power Virtual Agent and Power Automate, but it's not an easy solution to maintain.

Thank you for your help

When a call is received by an agent, if a phone number is recognize within the client database, the contact or account with the same phone number than the incoming call is associated to the conversation on call.

For now, if the phone number from the incoming call is shared by multiple contacts/accounts in the database, there is no such behavior.

What we want in this situation is to show the list of contact sharing the phone number for exemple, allowing the agent to select the contact/account to associate to the conversation on call.

The documentation of the existing behavior is : https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule,

It specify that there is no such behavior at the moment, when more than one contact is identified : "If more than one account, contact, or case is identified, the record won't be linked to the conversation."

Wanting to implement a contact center with one phone number but different queues (for different services), the queues having different working hours. The IVR transferring to the agents is handled by a Power Virtual Agent bot.

We wanted to broadcast a customized closing message for each queue through the customer service admin center configurations.

For the example, imagine having the queue 1 open from 7 :00 to 14 :00 and the queue 2 open from 14 :00 to 21 :00.

In this case we want to broadcast two different messages for the two queues if a customer is calling out of the working hours.

When a customer is calling the queue 1 at 15 :00 we want to broadcast something like « This service is closed at the moment, please call back between 7 :00 and 14 :00. » and if a customer is calling the queue 2 at 13 :00 we want to broadcast a different message « This service is closed now, please call back between 14 :00 and 21 :00. »

But, we can't configure different behavior for different queues within the same voice chanel :

The queues are configured in the workflow as the voice chanel do. All the customizations about the waiting behaviors, closing messages (holiday and working hours) are configured in the voice channel but not in the queues.

To make it clear : all the queues within the same voice chanel have the same waiting behavior and closing messages (holiday and working hours). It would need different phone numbers to configure different voice chanels to have different behaviors on the different queues, but this is not what we want.

Note : We are handling a part of the desired behaviors through the PVA bot but it's not an easy solution to maintain.