Omnichannel Voice - Support coversations with no caller ID
Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.
Please add support for conversations where the caller ID is not present.
SR: 2211070050002667
New "In a Call" status/presence when on voice call
When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.
It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not dist...
Selecting another queue in consult action not very user friendly - More easy way to select another queue
Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.
When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of...
Agent Cold Transfer
We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have.
Omnichannel Voice - Support more specific language choices
Omnichannel voice has been generally available in the UK for several months however it is currently only possible to use "English - United States" for voice languages. This means any automated messages are not region specific and have a out of place American accent. Other Microsoft products su...
English UK is available for Speech to Text and Text to Speech. Link - Supported cloud locations, languages, and locale codes for voice channel | Microsoft Learn. Rest under review.
First Party Voice - Transfer to Agent
Currently when you hit transfer, there is no way to transfer directly to an agent or ability to see the status of the agent presence. Several customers have mentioned that they want the ability to transfer to agents on the system with the ability to see their current status. Currently the on...
Omnichannel Voice - Greeting/Welcome Message
Currently, there is no way to configure a greeting/welcome message within Omnichannel voice. This functionality is standard within contact centres to provide a simple greeting message to callers "thanks for calling xyz". Please introduce a greeting message option/custom automated message to pr...
Thank you for your patience! this feature is available in private preview. Please reach out to support, if you wish to participate in the private preview.
Cheers! Alpana
Agent Voice Consult
Currently, when an agent asks for a consult to another agent there is no way for the agent receiving the consult to understand (before accepting and opening the consult) whether the consult request is via chat or via voice (adding the agent to the client call) and to understand who is asking f...
"Wrap Up" and "Available Since" timers
The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...
Change status to DND when accepting a call Consult
When the agent accept the voice consult, her/his status should change to Do not disturb in order to not receive further calls.
Administrator
Tracking spec: Voice - Outbound caller ID support.docx