Notification template in Omnichannel Voice (Dynamics 365 Customer Service)
Below is the default notification the agent receives on incoming conversations/calls. It is defined through the below out-of-the-box template. Property Description Title To define the title. Icon To define the icon. Show Timeout Yes / No – to hide/show the timer (timer still runs in the background) Time…
Fixed – Power Virtual Agents bots for voice not working (Dynamics 365 Customer Service Omnichannel)
We can configure aa PVA Bot for workstreams and when we install the voice channel demo, we can see a bot already configured for the demo workstream. Recently in our case, the bot configured was not working and we were getting the below message on calling the workstream/voice…
Agents not receiving calls in Omnichannel Voice – Dynamics 365 Customer Service
Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations. Apart from checking the Routing Diagnostics, we can refer to the Omnichannel Ongoing Conversation Dashboard (available for the Omnichannel Supervisor role) In our case, we realized that the ongoing conversation was in…
How to – Configure Voicemail Workstream and Queue – Dynamics 365 Customer Service
When we configure the Voice demo, we can see 2 workstreams and queues created for Voicemail one for individuals other for voicemail of type group. The Default Group Voicemail Workstream has the following intake rule defined. And following Route to Queue Rule Configuring Voicemail – https://nishantrana.me/2023/02/23/how-to-configure-voicemail-in-omnichannel-voice-channel-dynamics-365-customer-service/ Similarly, Default Individual…
How to – Enable Desktop notifications when the app is in the background – Dynamics 365 Customer Service (Omnichannel – Voice)
Below is how the notification appears to the agents for the incoming conversation. In case the app is in the background the agent might miss the notification. To avoid this scenario we can enable Desktop notifications. Navigate to Agent Experience >> Workspaces >> Notification Templates…
Fixed – Automated messages not working in Voice Channel – Dynamics 365 Customer Service
Recently we were facing an issue with a customized automated message that we had configured for one of our voice channels. The message was not getting played and in fact, the default message was also not getting played for our customer. After some testing, we realized it was…
Enable Sound Notifications in Omnichannel (Voice and other channels) – Dynamics 365 for Customer Service
By default, this is how the notification appears for the agent when he is logged in to the app and is available. There is no sound notification. However, we enable sound notification here. This can be helpful in case the app is in the background and/or the agents…
Understanding Overflow handling – Work item limit exceeds in Voice Channel – Omnichannel (Dynamics 365 Customer Service)
Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to it). i.e. Condition = Work item limit exceeds 1 Action = Voicemail And it also has an Out of operation hours condition defined. Now,…
How to – Configure Voicemail in Omnichannel Voice Channel – Dynamics 365 Customer Service
For voice mail to work, make sure Unified Routing is provisioned. Next, we need to create a new Agent experience profile. Navigate to Agent Experience >> Workspaces and select Manage for Agent experience profiles. Create a new record. Add the users to it. One user can be part…
How to – assign a personal phone number to agents in Voice Channel (Omnichannel)– Dynamics 365 Customer Service
The reason we would assign a personal phone number to the agents is that they can use that number to make an outbound call to the customers or in some scenarios, the customer wants to directly call the specific agent for direct follow-up on a particular case. Let…
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