MC1214118 High
Dynamics 365 Contact Center - Handle duplicate callback requests gracefully when queues are overflowing
Summary AI-generated
Admins can now configure how duplicate callback requests are handled in Dynamics 365 Contact Center, with options for deduplication logic and caller experience, available January 30, 2026.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
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Original post from Microsoft
We are announcing the ability to define how duplicate requests for callback are handled in Dynamics 365 Contact Center. This feature will reach general availability on January 30, 2026.
How does this affect me?
This feature enables admins to set what happens when duplicate callback requests are placed.
Key functionality of this feature includes:
This message is for awareness, and no action is required.
How does this affect me?
This feature enables admins to set what happens when duplicate callback requests are placed.
Key functionality of this feature includes:
- Allows you to set behavior based on queue volume.
- Prevent duplicate callback requests from the same phone number.
- Define deduplication logic using combinations of: Caller phone number (C2), Channel phone number and Queue ID.
- Configurable caller experiences when a duplicate is detected: Option to end the call or play a custom message in a loop.
- Specify the phone number to initiate the callback from.
This message is for awareness, and no action is required.