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Dynamics 365 Omnichannel Voice - Everything you need to know

I was given an opportunity to set up Dynamics 365 Omnichannel Voice which our team will be using for a client demo.


I'm writing this blog to:

  1. as a step-by-step guide for future implementation.

  2. share the solutions/workarounds that we discovered during this activity.


Prerequisite

 

Setup

These are the configuration before we test an Omnichannel Voice.


Users

Omnichannel Agents must have either of the following security roles:

  • Omnichannel agent

  • Omnichannel supervisor

This should display all users under the Omnichannel Users view of Users.



Queues

Each organization must define a queue. This will enable the scaling and auto-assignment of incoming work items (voice/chat/email). Read more on the Overview of unified routing here.

  • Create a queue

  • Assign users to the queue - users in this queue will receive the inbound voice call.

  • Assignment method - by default, Round robin is set. You can change the setting to "Highest capacity".

​Highest capacity - work items will be prioritized in the order they enter the queue. Among the agents who match skills, presence, and capacity, work will be assigned to the agent with the "most" capacity.

  • Overflow conditions - (optional) - you can define a Work item limit, if the number is reached


  • Operation hours - (optional), if you want a queue to be active on certain hours, you can define it here (specific/range of days and hours).

Below is a sample of a custom definition of operation hours. Notice that it defines the following: starting date, time-zone, dates, and time it is active. You can remove it as well.


 

Workstream

"Your workstream settings will be used to route customers to the right queues and agents".

The type of queue must be paired with the same type of workstream.

In this case, we select Voice. Notice that we also use the queue we created as the fallback.



I think the most important concept here is the Work distribution mode - Push. Ensure that you understand it.


Voice Channel

In the workstream, associate a voice channel by selecting the existing voice channel.


It defines the phone number that the customers will call, and how it will behave (wait/hold music, voice profiles, etc..).


Click here for the step-by-step guide on Voice setup.

Routing rules

We can define rules that will route/assign inbound calls to the specific queue or agent.

Below are some applicable business cases,

  • a specific agent will handle all calls from a specific contact (VIP).

  • you have a specific queue for a specific account that is associated with multiple contacts.

 

For Work distribution, Bot, and Advance settings - we will leave it as is. We will create another blog for this section.


 



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