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15Hello everyone,
I’m experiencing an issue with a Copilot Studio Real-Time Voice agent integrated with Dynamics 365 Contact Center, and I’m wondering if anyone has encountered similar behavior.
Setup
- Created a Voice workstream in Dynamics 365 Contact Center.
- Created and configured a Voice channel with a phone number.
- Tested the phone number and voice channel successfully — calls can reach a human representative.
- Created a voice-enabled Copilot Studio Real-Time Voice agent.
- The agent is using the GPT-Realtime model.
- Configured the Copilot Studio agent for:
- Telephony
- Dynamics 365 Customer Service / Omnichannel
- Successfully connected the Copilot Studio agent to the Contact Center voice workstream.
- Published the Copilot Studio agent.
- Enabled cross-geo / cross-region processing for Generative AI in Power Platform Admin Center.
Issue
The routing to the AI agent now appears to be working correctly.
When I call the configured phone number:
- The call reaches the Copilot Studio Real-Time Voice agent.
- The agent successfully plays the message configured in the Conversation Start topic.
- After the Conversation Start message finishes, the agent becomes completely silent.
- Anything I say afterward receives no response.
- The agent does not appear to detect or react to my speech.
- There is no error message or fallback response — just silence.
For example:
Agent: "Hello, I'm your virtual assistant. How can I help you today?"
Caller: "Hello, can you help me with my order?"
→ No response.
The call remains connected, but the agent does not continue the conversation.
Silence detection issue
I also configured silence detection / timeout handling.
However, even when I remain completely silent after the Conversation Start message, the configured silence timeout does not appear to trigger either.
This makes it seem as though the Real-Time Voice conversation processing stops completely after the Conversation Start topic rather than simply failing to recognize a specific utterance.
What appears to be working
- Phone number / PSTN connectivity
- Voice channel
- Voice workstream
- Routing to the Copilot Studio AI agent
- Telephony connection
- Omnichannel / Dynamics 365 Customer Service connection
- Conversation Start topic
- Text-to-speech for the initial greeting
- Cross-geo Generative AI processing
The problem seems to occur specifically after the Conversation Start message, when the Real-Time Voice agent should begin listening to and responding to the caller.
Question
Has anyone experienced a similar issue where a Copilot Studio GPT-Realtime voice agent connected to a Dynamics 365 Contact Center voice workstream successfully plays the Conversation Start greeting but then becomes completely unresponsive?
If so:
- What caused the issue?
- Was it related to the Copilot Studio agent, GPT-Realtime runtime, telephony integration, environment provisioning, or Contact Center?
- Were there any specific settings that needed to be changed?
- Did reconnecting/reprovisioning the Telephony or Customer Service channel resolve it?
- Was a Microsoft support ticket required?
Any guidance or experience with this issue would be greatly appreciated.
Thank you.
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