Announcing General Availability of Proactive Voice Enhancements in

On Feb 6, 2026

We’re excited to announce the general availability of proactive voice engagements in Dynamics 365 Contact Center, delivering enterprise-grade outbound calling for service scenarios. We want to thank everyone who participated in the preview and shared valuable feedback. This release introduces key capabilities customers asked for during preview, including Answering Machine Detection, SIP based call outcomes, and the predictive dial mode. These will enable organizations to operationalize proactive voice scenarios with greater accuracy, consistency, and reliability.

Answering Machine Detection (AMD)

Customers can enable AMD through the answering machine detection system topic in Copilot Studio. When a machine is detected, the system automatically follows the predefined flows, like playing a customized message or ending the call. This improves predictability across outbound engagements by helping teams avoid nonproductive connections.

SIP Based Call Outcomes

Proactive engagement now captures detailed call outcomes using SIP codes. This allows every outbound call to be classified with results such as LiveAnswer, AnsweringMachine, Busy, NoAnswer, InvalidAddress, and other states. These outcomes are logged automatically and provide clear insight into how each call concluded without requiring additional configuration. This classification supports more accurate reporting and helps teams determine appropriate next steps.

Predictive Dial Mode for Service Scenarios

The predictive dial mode places calls ahead of CSR availability by estimating when CSRs will become free. By using metrics like abandonment rate and average wait time, it can pace how quickly calls are initiated. Organizations can begin managing higher volume service operations efficiently by increasing the likelihood a customer connects at the moment an CSR becomes available. This improves both throughput and customer experience.

What’s Next

As proactive engagement continues to mature, we are focused on expanding channel coverage and strengthening dialing performance. This will deliver more flexible options for connecting with customers at scale.

Conversational SMS: Support for proactive engagement in SMS channel now in preview. Organizations can reach customers using their preferred medium while maintaining the same routing, outcome tracking, and compliance standards established for voice.

Improvements to preview dialing: Preview dial mode enhancements give representatives more context prior to each call. Reviewing customer details and deciding when to initiate the connection gets simpler.

Native campaign management capabilities: Native support of contact chaining, outcome based retries, consent management, and configurable calling windows, file upload etc.
[Run voice outbound campaigns with proactive engagement | Microsoft Learn]

Learn more about proactive engagement

To learn more, read the documentation: Configure proactive engagement | Microsoft Learn

Try the preview and ensure your organization stays ahead of customer expectations. Send your feedback to pefeedback@microsoft.com.

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