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How to Configure Voicemail in Omnichannel Voice Channel Dynamics 365 Customer Service

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#agentexperienceprofile

#cswapp

#inbox

#recordrouting

#voicemail

Dynamics 365 Customer Service

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Mar 16, 2023

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  • The article discusses the process of setting up voice mail in Microsoft Dynamics 365 Customer Service Workspace.
  • It explains how to create a new Agent experience profile and add users to it.
  • The article also provides instructions on enabling the Inbox and adding a view for Voice Mail in the Agent experience profile.
  • It mentions the importance of configuring Record Routing for Voicemail and provides instructions on how to do it.
  • The article highlights the creation of routing rules and workstreams for Voicemail types (individual and group).
  • It mentions the creation of a queue with overflow management rules to handle voicemails during non-operating hours.
  • The article explains that when a customer calls and the agent is unavailable, the customer is prompted to record a voice message.
  • Finally, the article provides additional resources for configuring call recording and voicemail in Dynamics 365 Omnichannel.Overall, the article provides a step-by-step guide to setting up and managing voicemail functionality in Microsoft Dynamics 365 Customer Service Workspace.

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