Dynamics Community Forum Thread Details

Direct Callback Overflow Action Fails Silently with Teams Phone Extensibility

PROBLEM SUMMARY

The overflow action "Direct callback" configured on a voice queue does not execute when the overflow condition is met. The customer receives no callback offer message and is queued normally instead. All other overflow actions (e.g. "End call") execute correctly under the identical condition.
Customers reaching the queue during peak hours receive no callback option and are forced to wait indefinitely or abandon the call, directly impacting customer satisfaction and queue management.

CONFIGURATION
• Channel: Voice call
• Telephony: MS Teams Phone
• Work distribution: Push, Profile based (Default voice inbound)
• AI agent: Remove since Direct callback is not supported with Copilot Studio agents (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-direct-callback)
• Routing ruleset: Catch-all rule routing all calls to queue

Queue:
• Type: Advanced voice queue
• Users: Human representatives only (no Copilot Studio agents)
• Overflow condition: Before work items are queued
– Condition: Customers waiting in queue exceed 1
– Action: Direct callback

Automated messages:
• "Offer customer callback" – Status: Active, Language: English – United States
• "Customer callback response" – present

REPRODUCTION STEPS
1. Set agent status to Busy (unavailable for new calls)
2. Place call 1 to the voice queue number → call enters queue as waiting
3. Wait 15–20 seconds
4. Place call 2 to the same number

Expected result:
Call 2 triggers the overflow condition (1 customer already waiting, exceeds threshold of 1) and hears: "Current wait times are longer than expected. If you would like a call back, please press 1 or continue to wait for the next available agent."

Actual result:
Call 2 enters the queue silently with no callback offer message. Caller hears the queue position message ("You are next in line").

QUESTIONS

1. Is the Direct callback overflow action supported with Teams Phone Extensibility (Direct Routing)? If not, is this documented anywhere?
2. Is there a known bug for Direct callback action failing silently when the overflow condition fires correctly?
4. What is the recommended alternative for offering a callback to customers in a Teams Phone Extensibility voice deployment?

*** I have tried Direct Callback in another environment with ACS integration and it is working correctly with no issues using exactly the same setup in Copilot service admin. ***

Categories:

Dynamics 365 Customer Service

Dynamics 365 Contact Center

The fact that the same configuration works with Azure Communication Services (ACS) but not with Teams Phone Extensibility (Direct Routing) is a very useful data point. It suggests the queue overflow logic itself is working, but the Direct callback capability may not be fully supported (or may have a limitation) with Teams Phone Extensibility.

A few things to verify:

Confirm that the overflow condition is actually being evaluated by temporarily changing the overflow action back to End call. If that works (as you've indicated), it confirms the overflow rule is firing correctly.

Ensure the Offer customer callback and Customer callback response automated messages are published, active, and associated with the correct language.

Review the voice workstream and queue diagnostics to see whether the callback action is being invoked or skipped without an error.

Check whether there are any recent release notes or known issues specific to Teams Phone Extensibility, as callback functionality has historically had feature differences compared to ACS.

Since you've already validated:

✅ Human agents only (no Copilot Studio agents)

✅ AI agent removed

✅ Same configuration works in an ACS environment

✅ Other overflow actions execute successfully

...this increasingly points toward either a product limitation or a regression specific to Teams Phone Extensibility rather than a configuration issue.

At this point, I'd recommend opening a Microsoft Support case and providing the comparison between the ACS and Teams Phone Extensibility environments. Having identical configurations with different behavior is strong evidence for engineering to investigate.

In the meantime, as a workaround, you could consider implementing a callback flow using Power Automate or a Copilot Studio conversation that captures the customer's callback request and schedules a follow-up, rather than relying on the native Direct callback overflow action.

I'd also be interested to know:

Which Dynamics 365 Customer Service release/version are you running?

Is your Teams Phone integration using Direct Routing or Operator Connect?

Do you see any callback-related events or failures in the Omnichannel diagnostics or browser network trace when the overflow condition is met?

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