Dynamics 365 Contact Center – Voice Upgrade Date


Microsoft's Dynamics 365 Contact Center (aka Omnichannel for Customer Service) users must upgrade their voice channel by December 31, 2024. Microsoft has sent confirmation of the upgrade requirement to all customers using the voice channel. During the upgrade, IVR BOTs and post-call survey BOTs will need to be transitioned to the new style copilot studio BOTs. The upgrade process can be found on Microsoft's website. Users may also need to fix the setup of their event grid before beginning the upgrade. It is recommended that users review the upgrade steps and start planning if they haven't already.


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