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ReportPROBLEM SUMMARY
The overflow action "Direct callback" configured on a voice queue does not execute when the overflow condition is met. The customer receives no callback offer message and is queued normally instead. All other overflow actions (e.g. "End call") execute correctly under the identical condition.
Customers reaching the queue during peak hours receive no callback option and are forced to wait indefinitely or abandon the call, directly impacting customer satisfaction and queue management.
Customers reaching the queue during peak hours receive no callback option and are forced to wait indefinitely or abandon the call, directly impacting customer satisfaction and queue management.
CONFIGURATION
• Channel: Voice call
• Telephony: MS Teams Phone
• Work distribution: Push, Profile based (Default voice inbound)
• AI agent: Remove since Direct callback is not supported with Copilot Studio agents (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-direct-callback)
• Routing ruleset: Catch-all rule routing all calls to queue
• Channel: Voice call
• Telephony: MS Teams Phone
• Work distribution: Push, Profile based (Default voice inbound)
• AI agent: Remove since Direct callback is not supported with Copilot Studio agents (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-direct-callback)
• Routing ruleset: Catch-all rule routing all calls to queue
Queue:
• Type: Advanced voice queue
• Users: Human representatives only (no Copilot Studio agents)
• Overflow condition: Before work items are queued
– Condition: Customers waiting in queue exceed 1
– Action: Direct callback
• Type: Advanced voice queue
• Users: Human representatives only (no Copilot Studio agents)
• Overflow condition: Before work items are queued
– Condition: Customers waiting in queue exceed 1
– Action: Direct callback
Automated messages:
• "Offer customer callback" – Status: Active, Language: English – United States
• "Customer callback response" – present
• "Offer customer callback" – Status: Active, Language: English – United States
• "Customer callback response" – present
REPRODUCTION STEPS
1. Set agent status to Busy (unavailable for new calls)
2. Place call 1 to the voice queue number → call enters queue as waiting
3. Wait 15–20 seconds
4. Place call 2 to the same number
1. Set agent status to Busy (unavailable for new calls)
2. Place call 1 to the voice queue number → call enters queue as waiting
3. Wait 15–20 seconds
4. Place call 2 to the same number
Expected result:
Call 2 triggers the overflow condition (1 customer already waiting, exceeds threshold of 1) and hears: "Current wait times are longer than expected. If you would like a call back, please press 1 or continue to wait for the next available agent."
Call 2 triggers the overflow condition (1 customer already waiting, exceeds threshold of 1) and hears: "Current wait times are longer than expected. If you would like a call back, please press 1 or continue to wait for the next available agent."
Actual result:
Call 2 enters the queue silently with no callback offer message. Caller hears the queue position message ("You are next in line").
Call 2 enters the queue silently with no callback offer message. Caller hears the queue position message ("You are next in line").
QUESTIONS
1. Is the Direct callback overflow action supported with Teams Phone Extensibility (Direct Routing)? If not, is this documented anywhere?
2. Is there a known bug for Direct callback action failing silently when the overflow condition fires correctly?
4. What is the recommended alternative for offering a callback to customers in a Teams Phone Extensibility voice deployment?
2. Is there a known bug for Direct callback action failing silently when the overflow condition fires correctly?
4. What is the recommended alternative for offering a callback to customers in a Teams Phone Extensibility voice deployment?
*** I have tried Direct Callback in another environment with ACS integration and it is working correctly with no issues using exactly the same setup in Copilot service admin. ***
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