Enabling bots for the voice channel

Power Virtual Agents also allows us to integrate with other channels, such as first-party voice – that is, we can configure a bot to answer calls, try to resolve them, or obtain important details for proper routing.

Note

This section covers some of the issues to consider when you want to enable bots for the voice channel. Only first-party voice is considered and not any existing third-party telephony systems that an organization may have.

This section tries to present a simplified scenario, but it might not be the same as the one you will face in your organization or project.

If we want to connect our bot to the voice channel, we will have to install new extensions, configure the transfer, including the voice channel, and add the bot to the voice channel workstream in Dynamics 365 Customer Service to support the bot.

The extensions we need to install are two: Omnichannel Voice Power Virtual Agent Extension and Power Virtual...