Dynamics 365 Contact Center – Protect customer experience on direct inward dialing lines with overflow actions

We are announcing the ability to protect the customer experience on direct inward dialing lines with overflow actions in Dynamics 365 Contact Center. This feature will reach general availability on June 20, 2026. How does this affect me? This feature leverages Conversation Orchestration to detect key related events such as the user being busy, offline, rejecting the call, or failing to answer to apply administrator-defined fallback actions. Administrators can configure natural language playbooks using Conversation Orchestration at the global or profile level to specify what should happen when a direct inward dialing call cannot be completed. Supported actions include offering a direct callback, sending callers to voicemail, transferring to another queue or external number, or ending the call. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1323940

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