Voice Channel for Azure Comuniction Services or Other VoIP Call Mamagers

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Posted on by CS-10061339-0

We are looking in to integrate Copilot Studio agents in to a Costumer service Voice Call attendant but the only channel with documentation available is the Omnnichannel from Dynamics 365. Do you know a way to manage VoIP session between another Call Manager for example Cisco or Azure Communication Services and Copilot Studio agent?

We only fond documentation for Chat session handlying but not for VoIP sessions:

Configure handoff to any generic engagement hub - Microsoft Copilot Studio | Microsoft Learn

And for configuring Vice Channel they only are specific about D365 integration

Use interactive voice response in your agents - Microsoft Copilot Studio | Microsoft Learn

Some Guidance and Support will be apreciated.

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