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Omni Channel for Voice set up with IVR

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Posted on by Preetam Yengkokpam

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Hello Experts,

I am working on a POC for a client who wants to implement D365 Customer Service Omni Channel solutions for their Contact Center Management.

They want to have a Toll Free number where Customer can dial in. Customer should be given several options before the call landed to an Agent.

For example:

A greeting voice will be displayed to the customer.

For Hardware related questions, press 1

For Software related questions, press 2

For other questions, press 3

Based on their inputs, I would like the system to run a rule set for routing the phone to an appropriate Queue or an Agent.

I have been for this features and I have no idea if this is even supported. I only get many resources that says Omni Channel can do everything that a digital contact center needs but not this type of configuration.

Please suggest what would be the best solution for this type of requirement when we need to provide options to customer for their inputs via press key.

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Preetam Yengkokpam 197 on at

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Omni Channel for Voice set up with IVR

Hello PerezAguiar,

Thanks a lot for the response and the insights!

I was able to create a classic bot to enable Voice as suggested. I configured everything from Bot User in Azure and App User in environment. And I think I am very close to the conclusion. But the area where I got stuck now is when I try to connect my Bot to the Omni Channel.

The Application ID is verified correct and it is also assigned security role "OmniChannel Agent". When I click "Add your bot" button, it is not doing anything. When I refresh my page, it disappeared.

And when I also try to connect from Customer Service Admin side, there is no bots connected.

Please suggest what do you think where I am missing. I really appreciate your help already!
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PerezAguiar on at

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Omni Channel for Voice set up with IVR

Hey Preetam.

The message you're seeing just indicates that you can't CREATE or EDIT using the new Copilot Studio. But you'll be able to use the OLD interface and functionalities:

Sample Topics creation:

Editing inside each topic:

You have some interesting information on https://techcommunity.microsoft.com/t5/educator-developer-blog/step-by-step-creating-customized-applications-with-power-virtual/ba-p/3980820 and https://powerusers.microsoft.com/t5/Webinars-and-Video-Gallery/Power-Virtual-Agents-Tutorial-for-Complete-Beginners/td-p/587646

Regards,

******
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Community member 2 on at

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Omni Channel for Voice set up with IVR

Hello PerezAguiar,

Thanks for the response!

I have found this solution and this should solve the problem. The issue I am facing right now is that Workstream can connect only to classic bot. And I am unable to create a classic bot in Co-Pilot studio. If I select Voice Capabilities, it is not supporting edit or create.

I am not seeing any document that tells step by step instructions to how to fill this gap. Please suggest.

Thanks a lot.
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PerezAguiar on at

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Omni Channel for Voice set up with IVR

Hey Preetam.

YES. Omnichannel can do exactly that. IN order to perform this you need:

a) To have an environment with right licenses

b) Provision Omnichannel on the environment

c) Configure a Workstream for the indicated Voice Channel

The first part however (Greeting, presenting options) is NOT Omnichannel but Power Virtual Agents. You can build a Bot that greets users, and ask for a particular input. Then, you'll need to publish this bot and add it to your workstream. Rulesets can then be configured on the Workstream.

You have some documentation on

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-pva-bots

https://learn.microsoft.com/en-us/microsoft-copilot-studio/configuration-hand-off-omnichannel?tabs=webApp

Regards,

******
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Preetam Yengkokpam 197 on at

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Omni Channel for Voice set up with IVR

Anyone please suggest if there is a better approach.