Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls

<p>Overflow for direct inward dialing leverages conversation orchestration to detect key direct inward dialing-related events—such as the representative being busy, offline, rejecting the call, or failing to answer—and apply administrator-defined fallback actions.</p> <p>Administrators configure natural language playbooks using conversation orchestration at the global or inbound profile level to specify the action to run when a direct inward dialed call can't be attended to or completed. The actions include offering a direct callback to the caller, sending them to voicemail, transferring the call to another queue or external number, or ending the call.</p>

Affected: Microsoft Copilot (Microsoft 365), Dynamics 365 Contact Center

Related changes

• Dynamics 365 Contact Center: Unified routing - Assign conversation to expert who engaged with the customer previously · Unified
• Dynamics 365 Contact Center: Unified routing - Orchestrate conversation distribution with natural language playbooks · Unified
• Dynamics 365 Contact Center: Unified routing - Handle waiting conversations when queues close or become unstaffed · Unified
• Dynamics 365 Contact Center: Administrator experiences - Use enhanced customer-first direct callbacks · Customer
• Dynamics 365 Contact Center: Unified routing - Use pick-based assignment method for work items · Unified
• Dynamics 365 Contact Center: Omnichannel customer experiences - Use data masking to protect customer data · Protect

Change history

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