What's happening?
When changing the voice behavior in Workstream, the changes do not reflect in related Copilot Studio bots/agents, causing callers to hear two different voices simultaneously.
Reason:
The selected voice configuration (language and speech settings) in the Workstream is not supported by Copilot bot integration. Specifically, the chosen language and voice settings are unsupported configurations.
Resolution:
Verify the supported languages and voice configurations for Copilot bot integration. The issue occurs because the selected language and voice settings are not supported. Confirm the supported configurations by referring to the official documentation:
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-supported-languages
To resolve the issue, select a supported language and voice configuration as listed in the documentation.