Dynamics 365 Contact Center – Handle duplicate callback requests gracefully when queues are overflowing

We are announcing the ability to define how duplicate requests for callback are handled in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026. How does this affect me? This feature enables admins to set what happens when duplicate callback requests are placed. Key functionality of this feature includes: Allows you to set behavior based on queue volume. Prevent duplicate callback requests from the same phone number. Define deduplication logic using combinations of: Caller phone number (C2), Channel phone number and Queue ID. Configurable caller experiences when a duplicate is detected: Option to end the call or play a custom message in a loop. Specify the phone number to initiate the callback from. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1214118

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