Set up a voice workstream
When a voice call comes in, the system needs to evaluate it so that it can be handed off to the most appropriate representative. First, the voice call is routed to the appropriate queue. Then, it's distributed to a member of that queue to work on it. This process is completed through a workstream, which is essentially a set of guidelines that define how to route and distribute conversations from different channels, including Voice.
You can create workstreams in the Customer Service admin center. When you define a workstream, provide the following details:
Name - Define an intuitive name, such as Contoso voice workstream.
Type - Specify the type of workstream. For voice scenarios, set this option to Voice.
When you define the voice workstream, it sets automatically to the Work distribution mode of Push. This setting ensures that voice conversations are automatically assigned to representatives to work on them. Each workstream routes items to a queue where the item is distributed to a user of the queue. When you create a workstream, you need to define a fallback queue. This is the queue that items are sent to if no other queue is identified. By default, the Default voice queue is set as the fallback queue. You can create a new fallback queue if needed.
Set up a voice channel
After you've created your voice workstream, you can associate a phone number with it. This association ensures that calls that are placed to that number can be routed and distributed appropriately. Organizations can purchase phone numbers as required. Purchased numbers are available to be added to workstreams as channels.
In the voice workstream, select the Set-up voice button to add the phone number. On the Phone number screen, numbers that have inbound calling enabled and aren't already associated with another workstream are available for you to pick from the list. Additionally, you can use the Get phone number button to purchase another phone number if you didn't have one available.
Define a language
On the Language page, you can define a primary language for the number. This definition is important because it helps organizations route calls that are coming from specific countries/regions to representatives who speak the language. For example, you can create a workstream for incoming calls to a German phone number. By setting the primary language to German, automated voice messages are delivered in German. After you've defined a primary language, the system provides you with multiple options that are related to the experience that customers have when engaging on that channel, including:
Phone music - Allows you to define the music that customers hear when they are on hold or waiting in a queue.
Voice profile - Allows you to specify the voice and speaking style for voice bots to use and automated messages during the call. The voice profile allows you to define the following components:
Voice - Select a voice from different voices.
Voice style - Allows you to specify the type of inflection that is used by the voice.
Speaking speed - Controls the rate of speech that is used.
Pitch - Increase or decrease the pitch based on your preferences.
As you specify different voice combinations, you can test the voice to verify that it sounds the way that you want it to.
Many organizations provide customers with short surveys after calls are complete. If you enable the survey option, when the representative hangs up, the customer automatically transfers to the survey bot that you specified.
Define channel behaviors
On the Behaviors tab, you can define specific types of behaviors that you want the bot to have. For example, as customers are waiting, you might want the channel to notify them of their position in the queue or to indicate the average wait time. Providing this information can set clear expectations for your customers as they wait.
The Behaviors tab includes the following options:
Customer wait time - Specify if you want to notify the customer of their position in the queue and the average wait time.
Channel operating hours - Specify the hours that the voice channel should be available to take calls from customers. For more information, see Create and manage operating hours.
Transcription and recording - Enable the ability to do call transcription and/or recording. For more information, see Configure call recordings and transcripts.
Custom automated messages - Specify automated messages that can be triggered as different events occur, such as a representative being assigned to the call. For more information, see Configure automated messages.
Call transfer to external phone number - Representatives can transfer the call to an external number.
Consult with Microsoft Teams user - Representatives can consult with other representatives on Microsoft Teams.
After you've completed the preceding steps to create the voice channel, it appears in the channel section of the workstream. Now, you have a dedicated voice workstream nd a dedicated channel that are available for handling incoming calls.
You can complete the call routing experience by setting up the routing rules that take calls that are coming in on the workstream and route them to the correct queue.