Configure advanced settings for channels in Dynamics 365 Contact Center

  • Module
  • 8 Units
Intermediate
Functional Consultant
Administrator
Dynamics 365 Contact Center
Dynamics 365
Microsoft Copilot Studio

After the initial setup of channels and routing, a well-configured contact center requires fine-tuning to run efficiently. In this module, you configure the advanced settings that control how conversations behave, how representatives interact with customers, and how your organization collects and acts on feedback. You also learn how to extend Dynamics 365 with third-party telephony through the Channel Integration Framework.

Learning objectives

After completing this module, you will be able to:

  • Configure automatic conversation closure, consult and transfer settings, context variables, custom presences, and automatic customer identification
  • Create message templates, automated messages, and configure sensitive data masking
  • Configure the timeline control and extend it with custom connectors
  • Describe the Channel Integration Framework architecture and identify when to use it for third-party telephony integration
  • Configure customer feedback surveys using Copilot Studio for voice and digital channels

Prerequisites

  • Basic understanding of Dynamics 365 Contact Center concepts and navigation
  • Access to Copilot Service admin center with administrator privileges
  • Familiarity with channels, workstreams, and unified routing in Dynamics 365 Contact Center
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