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How to Configure Voicemail Workstream and Queue Dynamics 365 Customer Service

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#advancedqueue

#overflowhandling

#queue

#voicemail

#workstream

Dynamics 365 Customer Service

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Mar 21, 2023

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AI Summary

  • The article titled "How to Configure Voicemail in Omnichannel Voice Channel
  • Dynamics 365 Customer Service" provides a guide on configuring voicemail in Dynamics 365 Customer Service.
  • The article mentions the creation of two workstreams and queues for voicemail, one for individuals and another for a group.
  • The Default Group Voicemail Workstream and Default Individual Voicemail Workstream are described, along with their respective intake rules and route to queue rules.
  • The article discusses the scenario of routing voicemail of an advanced queue (type
  • voice) to its corresponding advanced queue (type
  • record) instead of the Default Group Voicemail Queue.
  • The process of defining a workstream to route voicemail to a specific queue is explained, with the selection of type as record and record type as voicemail.
  • The intake rule of the workstream is mentioned, which checks for the queue record in the related entity of voice mail
  • Missed Conversation (Conversation).
  • The article also references another topic related to overflow handling in the voice channel of Omnichannel Dynamics 365 Customer Service.
  • The intake rule of the overflow handling workstream to route to the Voicemail Queue created earlier is discussed.The complete content of the article titled "When we configure the Voice demo, we can see 2 workstreams and queues created for Voicemail one for individuals other for voicemail of type group" can be found at the link provided: [Configuring Voicemail
  • https://nishantrana.me/2023/02/23/how-to-configure-voicemail-in-omnichannel-voice-channel-dynamics-365-customer-service/].

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