Deploy a Voice channel in Dynamics 365 Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center agents and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.
Learning objectives
In this module, you will:
- Learn how to set up and provision the Voice channel.
- Define voice queues.
- Set up voice workstreams.
- Learn about call routing.
Prerequisites
Basic understanding of Dynamics 365 Customer Service