Automated message instead of ringtone when call transferred to agent

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Posted on by Swetha Poojary Sala...

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Voice channel is already setup at our customer end in Dynamic 365 Contact center, what we want is when call is transferred to agent side instead of ringtone it should play a text message which we have added in automated message triggers. But this functionality does not work.
Anyone facing same issue?

We followed below MS article but this does not work

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-automated-message?wt.mc_id=knwlserAPI_inproduct_copilotstudio#configure-automated-messages

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Dynamics 365 Customer Service