Omnichannel for Customer Service – Voice Upgrade
Microsoft has released a major update to Omnichannel voice. The upgrade process involves selecting the phone number to be updated and creating a new voice-enabled IVR BOT in Copilot Studio. Existing PVA classic IVR BOTs will no longer work after the upgrade. The upgrade process takes about 30 seconds, and users are advised to wait 15 minutes and test the number after the upgrade. The new voice-enabled BOTs offer additional features such as detecting silence and timeout, as well as system topics for customizing the BOT's reactions. Overall, the upgrade process is simple and provides users with new features to explore.
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