Recorded 24 Oct 2026 at 00:00 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.
Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls
Overflow for direct inward dialing leverages conversation orchestration to detect key direct inward dialing-related events—such as the representative being busy, offline, rejecting the call, or failing to answer—and apply administrator-defined fallback actions. Administrators configure natural language playbooks using conversation orchestration at the global or inbound profile level to specify the action to run when a direct inward dialed call can't be attended to or completed. The actions include offering a direct callback to the caller, sending them to voicemail, transferring the call to another queue or external number, or ending the call.
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