Dynamics 365 Contact Center: Unified routing - Use overflow actions to protect customer experience for direct inward calls Beta
Data as of 12 minutes ago (26 October 2026)
Description
Overflow for direct inward dialing leverages conversation orchestration to detect key direct inward dialing-related events—such as the representative being busy, offline, rejecting the call, or failing to answer—and apply administrator-defined fallback actions. Administrators configure natural language playbooks using conversation orchestration at the global or inbound profile level to specify the action to run when a direct inward dialed call can't be attended to or completed. The actions include offering a direct callback to the caller, sending them to voicemail, transferring the call to another queue or external number, or ending the call.
Change history
Added to the roadmap 23 October 2026. Tracked here since 24 October 2026. Earliest target we recorded: October 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 24 October 2026. Changes appear here as Microsoft updates the feed.