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An administrator builds a voice agent for a financial services contact center. Customers describe their issues in their own words — for example, 'I think there might be a fraudulent charge on my account.' The admin wants the agent to handle varied customer phrasing naturally without authoring a trigger phrase for every possible variation. Which orchestration model should the admin choose?
Classic orchestration, because it provides deterministic control over all conversation paths.
Generative AI orchestration, because it interprets intent dynamically and handles natural customer phrasing without requiring explicit trigger phrases for every variation.
Classic orchestration, because financial services scenarios always require deterministic compliance workflows.
A contact center uses a legacy IVR system from a non-Microsoft telephony provider. When the IVR transfers a call to the Dynamics 365 voice channel, the administrator needs to pass the customer's account number and reason for calling as context. What is the correct approach?
Ask the customer to repeat their information when they reach the Dynamics 365 voice agent.
Configure Azure direct routing, populate the SIP UUI header with key-value pairs in the INVITE request, and create matching context variables in the voice workstream.
Use the Omnichannel JavaScript API's linkToConversation method to associate the customer record after the transfer completes.
An administrator is setting up a voice agent that asks customers to enter their 16-digit payment card number. Which approach meets both usability and compliance requirements?
Configure a Question node with speech recognition enabled so customers can speak their card number naturally.
Configure a multi-digit DTMF Question node with a digit length of 16, pause recording before the node, and mask the values in the transcript.
Use a text instruction step asking customers to say their card number clearly, and rely on ASR accuracy to capture it correctly.
An administrator configures a multilingual voice agent in Copilot Studio with English as the primary language and Spanish and French as secondary languages. They deploy it to a workstream with a single phone number. When a Spanish-speaking customer calls, the agent initially responds in English. What determines which language the agent uses first?
The agent detects the customer's language from the first spoken sentence and switches immediately.
The agent starts in the voice channel's primary language and invites the customer to select their preferred language, then switches to the customer's selection for the rest of the conversation.
The agent uses the operating system language of the customer's phone to select the response language.
A call recording is enabled for a voice workstream. A representative places a customer on hold while checking account details. The administrator wants to ensure the hold period is not included in the recording. Which setting achieves this?
Set the Start setting to Manual so representatives control all recording start and stop decisions.
Enable Allow automatic pause and resume when agent hold and un-hold the customer.
Disable Allow customer service representatives to pause and resume so representatives can't accidentally stop recordings.
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