Dynamics 365 Customer Service & Dynamics 365 Contact Center - Set up microphone connection on representative sign-in

We are announcing the ability to enable service representative's microphones to be connected prior to calls beginning in Dynamics 365 Contact Center. This feature is currently available in preview.

How does this affect me?
This option helps reduce latency and improve call connection times, which creates a smoother experience for both service representatives and customers.

What action do I need to take?
To enable the microphone to be connected to the app, perform the following steps in Copilot Service admin center:

1. Select Support experience > Workspaces.
2. On the Workspaces page, select Manage for Voice call experiences.
3. Turn on the Allow microphone to be connected to the app after signing in toggle. This toggle is turned off by default.
4. Select Save.

If you would like more information on this feature, please visit Set up microphone connection on representative sign-in.