Dynamics 365 Contact Center - Run voice outbound campaigns with proactive engagement

We are announcing the ability to run voice outbound campaigns with proactive engagement in Dynamics 365 Contact Center. This feature will reach general availability on March 31, 2026. How does this affect me? This feature allows administrators to configure proactive engagements in voice outbound campaigns to reach more customers efficiently and compliantly while optimizing operational resources. Key capabilities of this feature include:

• File upload and API options: Upload files containing customer data to onboard contacts for proactive engagements or use API integration to directly submit proactive engagement requests with attributes.
• Reattempts configuration: Administrators have granular control over retry logic for proactive engagements by setting up the following options:
  • Outcome-based retries
  • Maximum attempts and wait times
  • Number selection and stacking
  • Contact chaining
• Communication preferences: Controls to honor customer communication preferences include:
  • Contactable hours and days
  • Holiday restrictions
  • Consent management

What action do I need to take? This message is for awareness, and no action is required. If you would like more information on this feature, please visit Run voice outbound campaigns with proactive engagement..