MEAPSA

Deploy a Voice channel in Dynamics 365 Customer Service

Important

Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.

Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.

The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center agents and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.

Business User

Functional Consultant

Dynamics 365

Customer Service

Module Objectives

In this module, you will:

Learn how to set up and provision the Voice channel.
Define voice queues.
Set up voice workstreams.
Learn about call routing.

Units

Introduction min
Set up and provision the Voice channel min
Define voice queues min
Set up a voice workstream min
Call routing min
Make and receive calls min
Historical analytics, reports, and call insights min
Check your knowledge min
Summary min

Prerequisites

Basic understanding of Dynamics 365 Customer Service