customer callbacks

The customer callbacks tag on WindowsForum.com covers discussion of callback handling in Microsoft Dynamics 365 Contact Center, with a focus on the customer-first direct callback model that dials the customer before involving a human agent. The tagged thread explains how this differs from the classic direct callback experience, where a callback request is assigned to a representative first, and why that shift matters for voice queue overflow handling. It also looks at configuration through callback profiles in the Copilot Service admin center, along with setup considerations and queue risks for administrators running voice queues.