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.
What it said
- Roadmap ID
- 576607
- Status
- In development
- General availability target
- October CY2026
- Preview target
- June CY2026
- Products
- Microsoft Copilot (Microsoft 365), Dynamics 365 Contact Center
- Clouds
- Worldwide (Standard Multi-Tenant)
- Release phases
- General Availability, Preview
- Platforms
- Web
- Added to the roadmap
- 23 Oct 2026 23:10 UTC
- Last changed
- 23 Oct 2026 23:10 UTC
Source evidence when recorded
- Microsoft 365 roadmap
- Complete at observationRead 23 Oct 2026 at 23:59 UTC
Coverage describes the sources at this observation. A complete read then does not establish their current position.