What's happening?
When configuring a voice channel with a toll-free number in Dynamics 365 Omnichannel Customer Service, customers are required to press the "1" key on their telephone keypad to book a callback. Users may want to change this key from "1" to another key, such as "*".
Reason:
This behavior is by design in Dynamics 365 Omnichannel Customer Service.
Resolution:
The current behavior, requiring customers to press the "1" key to book a callback, is by design and cannot be changed to another key such as "*".