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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:
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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