Dynamics 365 Contact Center – Voice Upgrade Date

Are you using the voice channel of Microsoft’s Dynamics 365 Contact Center (aka Omnichannel for Customer Service)? If you are … you need to be aware that you must  upgrade your voice channel by 31^st Dec 2024.

Below you can see that Microsoft is sending confirmation of the need to upgrade to all customers using the voice channel. Until recently customer’s would have been “encouraged” to apply the upgrade but now we have a fixed date. (Which is good as it gives us a target.)

The upgrade of your phone numbers is simple enough! Although durting the upgrade any IVR BOTs and post call survey BOTs will need to be transitioned to the new style copilot studio BOTs. (aka they can no longer be classic BOTs.)

You can read about the upgrade process here.

Also, to begin the upgrade you may first need to “fix” the set up of your event grid. (For incoming calls and recording.) The details for that can be found here.

I blogged about the upgrade process here. If you haven’t planned your upgrade you should review the steps and start planned!

Hopefully you already have this upgrade completed or planned. If you are using the voice channel and haven’t made plans to upgrade maybe you should!

Original Post https://neilparkhurst.com/2024/09/17/dynamics-365-contact-center-voice-upgrade-date/