IVR Call back feature customization requirement

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Posted on by CU15101129-0

Background: I have implemented IVR using Copilot studio where if we add the “Call back OOTB option message” in the IVR flow, capturing Customer’s Alternate Number immediately after the “Call back message” is not possible because the Call is Ended after the “Call back” message is played.

As per MS link: https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-direct-callback, it says that call back message is not Customizable and Client’s critical requirement is to add customized messages after selecting Call back option like capturing any Alternate Number of Customer in the IVR flow or at least find an option to develop a Flow to add Custom Voice messages and allow capturing Customer's Alternate number in Conversation records in D365.

Has anyone implemented Alternate Number capturing option in IVR Voice Flow in CRM?

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Dynamics 365 Contact Center

Dynamics 365 Customer Service

Customer Intent Agent

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IVR Call back feature customization requirement

The “Direct Callback” feature in the D365 Voice Channel is a system-level call control operation.
When the callback is initiated, the ACS (Azure Communication Services) call session is terminated after confirming callback ,no further IVR prompts or custom bot interactions can occur, because the call context is disposed.That’s why your attempt to capture an alternate number immediately after the callback confirmation fails the IVR flow stops executing at that system event.

Replace OOTB Callback with a Custom Callback Flow
Rather than using the built-in “Callback” feature, create a custom callback flow in Copilot Studio or Power Automate.
How to do it:

In your IVR, instead of using the “Callback” system option, use a custom question node like:

“Would you like us to call you back later?”

If user says yes, prompt:

“Please confirm your preferred callback number. Say or enter it now.”

Store that number in a variable.

Use a Power Automate Flow (triggered via Dataverse connector or Power Virtual Agents action) to:

Create a Callback request record in Dataverse or Queue,

Or send the callback job to a workstream queue.

Benefits:
Fully customizable messages and data capture.
You can store primary & alternate numbers, customer intent, and timestamp.
Limitation:
You lose the “auto-dial” capability of OOTB Direct Callback. You’ll need an agent or custom trigger to initiate the callback manually or via workflow.

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