Design and deploy intelligent voice agents in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365
Voice agents can resolve issues before a representative is needed — and when escalation is required, hand off with full context so customers never have to repeat themselves. In this module, you learn to choose the right orchestration model, customize agent behavior with variables and SIP headers, support customers in multiple languages, and configure call recording that meets legal requirements.
Learning objectives
After completing this module, you're able to:
- Compare classic orchestration and generative AI orchestration, and select the appropriate model for a given voice agent scenario.
- Manage variables and configure SIP UUI headers to pass context data to representatives and external systems.
- Configure DTMF input patterns, speech recognition timeouts, and external speech grammars for voice agents.
- Deploy a single multilingual voice agent supporting multiple languages in a voice workstream.
- Configure call recording and transcription settings that comply with legal consent requirements and data handling best practices.
Prerequisites
- Familiarity with Copilot Studio agent authoring, including topics and trigger phrases
- Understanding of voice workstream setup in Copilot Service admin center
- Basic knowledge of the Dynamics 365 Contact Center voice channel