![]() Go to the workstream for which you've configured the voice channel and do the following steps: Configure routing rules for the voice workstream By default, all the incoming voice calls will be routed to the "default voice queue" and will be assigned to the agents with the round robin assignment method. More information: Assignment methodsįor a simple and quick voice call routing, you don't need to set up any rules for unified routing. You can also choose highest capacity or create custom assignment methods. The agent listed on the top is assigned first. ![]() Among the agents who match skills, presence, and capacity, work will be assigned to agents in the order they're listed. In the round robin method, work items will be prioritized in the order they enter the queue. More information: Manage overflow Assignment rules for a queueīy default, the assignment method for a voice queue is round robin. With call overflow, you can reduce the wait time for customer calls by setting options for voice queues. After 20 minutes of being added to a queue, agents must refresh their dashboards to be able to receive calls.Ĭonfigure call overflow for the voice queue.You can add only those users who are configured for unified routing.On the queue page, select Add users, and on the Add users flyout menu that appears, select the users and select Add. On the Queues page, select New, and on Create a queue dialog, enter the following details. In the left pane, select Queues, and then complete the following steps to create a queue for the voice channel: In this section, we'll cover information on how to create a queue for the voice channel and routing rules to evaluate conditions and assign work items. More information: Overview of unified routing Unified routing is an intelligent, scalable, and enterprise grade routing and assignment capability that can assign the incoming work item to the best suited queue and agent while adhering to work item requirements and matching them with the agent's capabilities using round robin routing. In Customer Service, work items are assigned to a queue and agent with the help of unified routing. The phone number is associated with the workstream.ĭo the steps mentioned in Manage phone numbers to acquire a phone number. On the Summary page, select Save and close. More information: Voice consult with a Microsoft Teams user Turn on the toggle for Consult with Microsoft Teams user to enable the agents to consult other agents on Microsoft Teams. Turn on the Call transfer to external phone number toggle to allow agents to transfer the call to an external number. For information about automated messages, see Configure automated messages Select Add for Custom automated messages, then select a default template message as the trigger, and then enter the custom automated message text. More information: Configure call recordings and transcripts More information: Configure operating hours for your businessĬonfigure the settings for transcription and recording of the calls in the Transcription and recording area. Turn on the Channel operating hours toggle, and select an operating hour record. On the Behaviors tab, turn on the Customer wait time toggle, and select the following options: More information: Allow customers to choose a language On the Language page, select Add primary language and perform the steps to configure the primary language. The voice channel supports anonymous inbound calls on those numbers only that are configured via Azure Communication Services direct routing. ![]() Use the steps in Acquire a phone number if you want to configure a new number. Only those numbers are displayed that have inbound calls enabled and are not already associated with any other workstream.Name: An intuitive name, such as Contoso voice workstream.On the left pane, select Workstreams, and then on the Create a workstream dialog, enter the following.Įnter the following details for the workstream: More information: Provision unified routingĭo the following to configure a workstream for voice: More information: Provision Omnichannel for Customer Service PrerequisitesĮnsure that the following prerequisites are met: ![]() You can enable your customer service representatives to communicate with customers on the phone to resolve issues using the voice channel. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.Ĭonfigure inbound calling to set up the voice channel in Customer Service. An additional license is required to access Omnichannel for Customer Service. Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels.
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