Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | - | 
Dec 2, 2024 |
Business value
You can ensure a seamless customer experience by maintaining call continuity during system failures. Administrators can customize responses and transfer strategies, minimizing disruption, and enhancing customer satisfaction.
Feature details
Administrators have the flexibility to define the customer experience during unforeseen bot issues. Instead of abruptly ending the call with a busy tone, which is jarring for the caller, the application can gracefully manage the situation.
The application plays a courteous message such as, “We apologize, our application is currently experiencing technical difficulties. Please try your call again later,” or "We are facing some issues at the moment. Allow me to connect you with a representative who can assist,” guiding callers to the right course of action.
By default, this feature is activated upon the creation of the voice channel, ensuring immediate readiness. Administrators can personalize the message, aligning it with the organization brand identity and customer engagement strategy. This customization can replace the standard message to reinforce the brand’s voice and enhance the overall customer experience.
Some of the options include:
- Play a custom prompt message, transfer the call to an external number, and disconnect.
- Play a custom prompt message and disconnect.
- Play a prompt message and transfer to a queue.
- Directly transfer the call to a queue.