Integrate a voice-enabled agent with Dynamics 365 Contact Center

Note

Features in this article are powered by the standard harness, which uses the billing options described in Licensing for agents powered by the standard harness. Learn how to access standard features in Access standard agents and agent flows.

To create and test the voice features and integration between Copilot Studio and Dynamics 365 Contact Center applications:

1. Configure your Dynamics 365 Contact Center app. Learn more in Integrate a Copilot Studio bot.

2. Create an agent in your new environment.

3. With the agent open, go to Settings > Voice.

4. Turn on Enable voice. The Make voice the default modality for creating and updating within topics option is also set by default.

5. Select the type of voice agent: Basic voice or Real-time voice. Learn more in Choose how to handle speech and Choose how to control the conversation.

6. Add, configure, and edit the voice-related settings for the agent.

7. Connect your agent to Dynamics 365 Contact Center.

8. Publish your agent.

9. Configure voice functionality in Dynamics 365 Contact Center.