Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls
Dynamics 365 Contact Center now offers overflow actions for direct inward dialed calls, allowing admins to define fallback actions (callbacks, voicemail, transfers, or call termination) when representatives are unavailable. Admins must configure natural language playbooks via conversation orchestration to protect customer experience.
Microsoft's description
Overflow for direct inward dialing leverages conversation orchestration to detect key direct inward dialing-related events—such as the representative being busy, offline, rejecting the call, or failing to answer—and apply administrator-defined fallback actions. Administrators configure natural language playbooks using conversation orchestration at the global or inbound profile level to specify the action to run when a direct inward dialed call can't be attended to or completed. The actions include offering a direct callback to the caller, sending them to voicemail, transferring the call to another queue or external number, or ending the call.