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 are working on something else.

Navigate to Agent Experience >> Workspaces >> Notification Templates (Manage) in Customer Service Admin Center.

Let us enable sound notifications.

We can specify the following – Play sound, Sound to be played, whether the notification should keep on playing till the agent responds and the volume of the notification as shown below.

Here we also need to enable the Sound settings in the browser.

For the app, select Site Settings

Specify Allow for Notifications and Sound

Let us now call again, this time the agent hears the sound notifications, until he Accepts the call and that works even if the app/ the browser is minimized.

Hope it helps..