OnPrem telephony system with Microsoft Copilot Studio Voice as IVR

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Posted on 20 Nov 2024 22:11:22 by Praveen Ravela

I came across the Microsoft document below, but I need a more detailed explanation and help to accomplish it. The contact center uses the existing CRM and CCaaS solution with Copilot for Service and Copilot Studio.

https://learn.microsoft.com/en-us/dynamics365/guidance/reference-architectures/contact-center-existing-crm-ccaas-solution-copilot-service-copilot-studio

Use Case:

1. Customer calls into OnPrem Telephony
2. OnPrem Telephony redirects the call to Azure Communications Services via SIP Trunk
3. ACS connects voice calls to Microsoft Copilot Studio Bot Voice IVR
4. Microsoft Copilot Studio Bot Voice IVR transfers the call to OnPrem Telephony via SIP Trunk
5. OnPrem Telephony routes to a Human Agent.

Need help accomplishing Steps 2, 3, and 4.

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SaiRT14 1,966 Super User 2025 Season 1 on 27 Nov 2024 at 13:25:09

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OnPrem telephony system with Microsoft Copilot Studio Voice as IVR

pls try the following:

Use Copilot Studio to create a voice bot with IVR capabilities. Configure intents in the bot for handling voice interactions, such as: Greeting. Routing based on customer input (e.g., "Speak to an agent," "Billing questions").

Configure the bot to accept voice input and respond using synthesized voice output.

Configure the bot to accept voice input and respond using synthesized voice output.