Dynamics 365 Contact Center – Voice Upgrade Date

Dynamics 365 Customer Service

Microsoft is notifying customers using the voice channel of Dynamics 365 Contact Center to upgrade by December 31, 2024.
Previously, customers were encouraged to upgrade, but now there is a set deadline for the upgrade.
The upgrade process involves transitioning IVR BOTs and post-call survey BOTs to the new copilot studio BOTs.
Customers can find details about the upgrade process on a provided link.
Prior to the upgrade, customers may need to fix the setup of their event grid for incoming calls and recording.
Additional information on setting up the event grid can be found on a provided link.
It is recommended for customers using the voice channel to review the upgrade steps and start planning accordingly.
Customers who have not planned their upgrade yet should consider doing so to ensure a smooth transition.

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