To configure the voice channel, a phone no. is required. These are the steps to configure. However, in the Omnichannel for customer service when you click open voice Demo, It will automatically perform all the below steps. It will automatically acquire the phone number, create a workstream, create queues, and create a voice channel.
Note: The omnichannel for customer service is replaced by the customer service admin center.
To do it manually follow the below steps.
Step 1: Acquire phone no.
The voice channel comes with trial phone numbers. However, phone no. can be purchased also.
Step 2: Create workstream.
Create a new workstream with the acquired phone no.
Step 3: Create Queue
Create a Queue and assign users to that queue
Step 4: Create a voice channel
Create a voice channel, add the phone no. and line the workstream to the channel.
Step 5: Create Ruleset
Set up the ruleset for the voice workstream. In the Route to Queues section, create a new ruleset if you want to transfer the items to the queue then based on the ruleset it can be transferred.
Add Bot to the workstream
Once the voice channel and workstream are configured then add the bot in the workstream.
To add a bot to a workstream, the bot must be configured and available for selection. These are the steps to configure the bot.
The bot must be published. Currently, it is working for the classic bot.
Step 1: Connect your bot to Omnichannel for Customer Service
To connect the bot to the Omnichannel, navigate to settings -> customer engagement hub-> Omnichannel
In Omnichannel go to authentication settings, and set the authentication as No authentication.
After setting the authentication, connect to omnichannel.
Enable Voice.
Enter the application ID. To register for application ID, follow the below steps.
Register a new Application ID
- Go to Azure App registration.
- List
- Find the App registration for Microsoft Copilot Studio, or create one if it doesn’t exist.
- Copy the Application ID of this App registration and paste it in the input field below.
Ref. Link: https://go.microsoft.com/fwlink/?linkid=2099651
Azure App Registration
Copy the Application ID
Paste it in the Application ID field in the omnichannel screen
Add your Bot.
Now your bot is connected.
Add Bot to workstream
In the workstream, click the Add bot button, It will display the list of bots on which omnichannel is enabled.
Select the bot to connect. Once the bot is connected, call the number that is mentioned in the workstream. The IVR will follow the steps defined in the bot (Copilot studio).
