{How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

Hello Everyone,

Today I am going to share my thoughts on the Copilot Studio Voice IVR connect to Dynamics 365 Omnichannel.

Let's get's started.

Suppose you have a requirement for a call center to use Dynamics 365 Customer Service Omnichannel and organisation receive phone calls through toll free number and you would like to route those calls from Copilot Studio IVR and further transfer those calls into Omnichannel to answer the calls by customer service agents.

Prerequisites:

You will need:

1. Office 365 - License

2. Dynamics 365 Customer Service - License

3. Dynamics 365 Customer Service Digital Messaging and Voice Add-in

4. Copilot Studio - License

5. Azure Communication Services - Subscription and Phone number

6. Copilot Studio and Dynamics 365 Omnichannel should be in same Microsoft 365 Tenant

To connect Copilot Studio's Voice IVR to Dynamics 365 Omnichannel, follow these steps:

1. Configure the BOT:

In the Copilot Studio, open the bot you want to integrate.
Navigate to settings > Customer Engagement Hub > Omnichannel.
Select Connect to link your bot with Omnichannel.

2. Enable Voice:

In the Omnichannel section, ensure the Enable voice option is selected.
Configure the bot to handle voice interactions, including speech recognition and DTMF inputs.

3. Agent Transfers:

Go to Manage > Agent Transfers in Copilot Studio.
Select Omnichannel and enable it to allow seamless handoff to live agents.

4. Test and Deploy:

Test the integration to ensure everything works as expected.
Deploy the bot to handle customer calls through the voice IVR.

For detailed information visit Microsoft Docs: here

That's it for today.

I hope this helps.

Malla Reddy Gurram(@UK365GUY)

#365blogpostsin365days

Published on: July 29, 2024

Learn more

Need help with this product?

We can help you with {How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

If you want help implementing, troubleshooting, or improving this product, contact us and we’ll point you in the right direction.

MICROSOFT DYNAMICS CRM /365 BLOG

This blog is all about MS DYNAMICS CRM DEVELOPMENT, C# .NET,SQL SERVER

Blog image

MICROSOFT DYNAMICS CRM /365 BLOG

This blog is all about MS DYNAMICS CRM DEVELOPMENT, C# .NET,SQL SERVER

Learn more

{How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

We can help you with {How to} Connect Copilot Studio Voice IVR from Dynamics 365 Omnichannel

Related posts

{How to} use code interpreter on customer uploaded files in agent conversations in copilot studio

{Do you know}Evaluate test sets with multiple graders in Copilot Studio

{How to } Make Power Page Portal WCAG 2.1 Level A and AA Standards

{How to }Make your copilot multilingual in Microsoft Copilot Studio

{How to} Use IVR with Omnichannel for customer service in Copilot Studio

{How to} Enhance IVR with generative answers optimized for voice in Copilot Studio

{How to} Use answering machine detection and proactive engagement tools in Copilot Studio

{How to } Publish Copilot Agents to WhatsApp

{How to} Request Information from humans in the loop in Copilot Studio Agent flows

{How to} Reassign an copilot agent's owner with Power Platform API

Get the latest Dynamics 365 and Power Platform content in your inbox