Exercise 07 - Provision the voice channel

Contoso Coffee's contact center handles a significant volume of voice calls in addition to chat. In this exercise, you will provision the voice channel by acquiring a phone number through Azure Communication Services (built into your trial), create a voice workstream, and configure it for inbound calls.

This exercise should take approximately 25 minutes to complete.

Before you start

You must have completed Exercise 01 (trial environment provisioned). The voice channel is included in the Dynamics 365 Contact Center trial and is backed by Azure Communication Services.

Task 1 - Acquire a phone number

In Copilot Service admin center, in the left navigation under Customer support, select Channels.
Next to Phone numbers, select Manage.
Select +New number.
On the Features page, configure the following:
- Country/Region: United States
- Number type: Toll-free
- Calling plans: Receive calls (leave Make calls unchecked - see note)
- SMS plans: None
- Location: Select any area code
[!NOTE] Make calls is disabled for US Toll-free numbers because outbound calling on toll-free numbers requires carrier toll-free verification (US A2P regulation) before it can be enabled. This lab uses the number for inbound calls only.

SMS plans options are also disabled until toll-free verification is completed. Leave SMS plans set to None.
Select Find numbers to search for available numbers.
Review the Summary showing your assigned number, then select Purchase phone number. Your trial should automatically gain the phone number.

[!NOTE] The number must be purchased within 15 minutes of being assigned. After purchase, it appears in the phone numbers list with a status of Ready for setup.
Select Done to return to the Phone numbers page.

Task 2 - Create a voice workstream

In the left navigation under Customer support, select Workstreams.
Select + New workstream.
Select Inbound, then select Next.
In the Create a workstream dialog, enter:
- Name: Contoso Voice Workstream
- Type: Voice
- Work distribution mode: Push
- Fallback queue: Select Create new and name it Contoso Voice Fallback Queue
Select Create.

Task 3 - Configure the voice channel settings

In the left navigation under Customer support, select Workstreams, then select Contoso Voice Workstream.
Select Set up voice.
On the Channel Details step, enter the following and select Next:
- Name: Contoso Voice Channel
On the Phone number step, select the phone number you acquired in Task 1, then select Next.
On the Language step, configure the following:
- Select + Add Primary language, then select English - United States for Language.
Select Save and close and then select Next.

[!TIP] If time permits, explore the options on this step before moving on. Try changing the Hold music and Wait music to a different audio file. In the Voice profile section, experiment with the Voice, Speaking speed, and Pitch settings. Use the test phrase field to preview your changes with the text: Thank you for calling Contoso Coffee support. I'm an AI agent. How can I help you today?
On the User features step, configure the following:

Customer wait time
- Leave defaults.
Channel operating hours
- Leave defaults (no operating hours restriction).
Transcription and recording
- Allow automatic pause and resume when agents hold and un-hold the customer: Yes
- Show transcription by default: Yes
- Request for user consent: Yes
Consult
- External phone numbers: On
- External Microsoft Teams users: On
Transfer
- External phone numbers: On
- External Microsoft Teams users: On
Post-call survey
- Leave defaults.
Select Next.
Select Create channel. When the channel is done provisioning, select Done.

The phone number status changes to Connected on the Phone numbers page.

Verification

This exercise is complete when:

A phone number appears in Channels > Phone numbers with status Connected
Contoso Voice Workstream exists and has the phone number assigned
The voice channel is configured with English (US), transfer, consult, and recording enabled