Summary

Completed

In this module, you explored the key configuration areas for voice agents in Dynamics 365 Contact Center.

Classic and generative AI orchestration offer different tradeoffs: classic gives you deterministic, topic-based control suited to structured IVR flows, while generative AI interprets intent dynamically for open-ended conversations.

Customizing voice agents lets you pass context across telephony boundaries with SIP UUI and X-Headers, handle keypad input with DTMF, and tune speech recognition for specialist domains.

Multilingual voice agents support multiple languages within a single agent, using the Conversation.CustomerLanguage variable to route escalations to the right queue. Generative agents can also detect and switch languages dynamically mid-conversation.

Security and compliance requires obtaining recording consent before calls begin. Recording and transcription are configured per workstream, and sensitive data should be collected via DTMF with recording paused.

Next steps

To continue building your knowledge of the Dynamics 365 Contact Center voice channel, explore:

• Configure voice channel inbound calling
• Use external speech grammars in Copilot Studio
• Download call recordings in bulk
• Best practices for configuring AI agents