Nishant Rana

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, if the customer calls during working hours and if the user’s presence is Available, the agent will receive the notification and the first conversation will have the Status as Active. If we make a second call its status will be open and it won’t go to Voicemail. Now if we make a 3^rd call to that number it will go to Voicemail.

This is because we have set the Work item limit exceeds as 1, so it will keep one conversation in the open status, and any subsequent calls after that will go to the Voicemail.

Now here if the user is either in DND, Away, Offline, or not logged into CRM during work hours (if a customer calls outside work hours it will directly go to the Voicemail as we have the Out of operation hours condition defined), the first conversation will have the status as open and then any subsequent calls will go to the Voicemail.

In short,

More detail – Queue Overflow

Hope it helps..

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Calculated Column inside Plugin? – Dataverse / Dynamics 365

Recently while working on a plugin, we realized that for a particular column, we were not getting value in the context (on Post Create), the same was the case for Post Update and Post Image.

Also using Retrieve and RetrieveMultipleto fetch its value inside the Plugin didn’t work

Eventually, we realized it was a calculated column, which doesn’t give value inside the Plugin.

If we do RetrieveMultiple and RetrieveMultiple from a console app, outside Plugin, we get the value for that field.

Hope it helps..

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Unable to install the Profiler. Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’ in Dynamics 365 / Dataverse

We might get the below error while trying to install the profiler in the Plugin Registration Tool.

“Unable to Install the profiler”

“Unhandled Exception: System.InvalidCastException: Unable to cast object of type ‘Microsoft.Xrm.Sdk.Entity’ to type ‘CrmSdk.PluginType’. at Microsoft.Crm.Tools.Libraries.OrganizationHelper.InstallProfiler(CrmOrganization org, String prtPath) at Microsoft.Crm.Tools.PluginRegistration.OrganizationControlViewModel.<>c__DisplayClass302_0.<InstallProfiler_Clicked>b__2(Object o, DoWorkEventArgs e)”

On closing the window we will get the below message “Profiler install failed”

Well we can ignore this error, just click on Refresh

After the refresh is completed,

we can see that the profiler has got installed successfully, even though we got the error.

Hope it helps..

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How to – Handle single quote/apostrophe in Filter Rows in Power Automate (Dataverse)

Say for e.g. we have the below flow, which finds the lead having subject as “My Test’s Value”

On running it we get the below error

To make it work we can make use of replace function here.

replace(variables('Subject'),'''','''''')

‘ = to espace

‘ = special character

replace(variables(‘Subject’),‘‘‘‘,‘‘‘‘‘‘)

Please refer to the helpful post- https://techcommunity.microsoft.com/t5/power-apps-power-automate/how-to-handle-single-quotes-in-the-filter-property-with-get/m-p/2617747

This time it works successfully.

ChatGPT – quick to correct and give the right answer.

Hope it helps..

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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 of only one Agent experience profile record.

Click on edit for Inbox

Enable Inbox, and add a view for Voice Mail.

We can specify what views the agent can see in the inbox.

Also, switch on All active channels.

The agent inside Customer Service Workspace can now see the Voice Mail option in his Inbox.

Here we first tested the voice mail feature by calling the personal number assigned to the agent. The agent was not logged into the Customer Service Workspace app.

On calling we get the prompt that the agent is not available and to record the voice message.

After recording the message, if we log in to the CSW app, we can see a voicemail record created for the user.

The user can hear the recording, call back the customer using Return Call, Add to Queue, or close the voice mail.

Return Call will launch the phone dialer, with the customer’s number populated.

Close Voicemail will set the status of the voicemail record as Closed.

For this to work, we need to have a Record Routing configured for Voicemail.

Navigate to Customer Support >> Routing >> Manage for Setup record routing.

We have created routing rules for the Voicemail record type.

We have 2 intake rules configured, one for Voicemail type individual (which worked in our earlier scenario, when a customer called the personal number of the agent) and one for a group that would apply to Queue.

Intake rule for Group

Intake rule for individual.

The workstream for the voicemail type individual

It routes to the Default Individual Voicemail Queue, which the agent is part of.

Similarly we have Workstream for Voicemail type Group

The ruleset in it routes to the Default Group Voicemail Queue.

Now to test it, we have created a queue, with only one user currently in it.

Most importantly we have configured an Overflow management rule to it along with operating hours.

Basically if a customer calls out of operation hours, it should go to voicemail.

Here we can specify multiple condition-action pairs.

Conditions –

Actions –

Next, we created a workstream of the type voice channel, which routes to the above queue.

Now as soon as the customer calls the number, it goes to the queue with the overflow conditions, and if the agent is not logged in/out of operation hour condition is fulfilled, the customer is informed to record the message.

When the agent logs in to the CSW app, he can see a voice mail record created and assigned to the Default Group Voicemail Queue.

In short –

Enable	Unified Routing
Configure	Agent Experience Profile for the agent. Enable Inbox. Specify a view for Voicemail
2 Queues	Individual / Personal Phone Numbers Group / Queue
2 Workstreams (type – Record) (Voicemail)	Individual Workstream – Push Based. Group / Queue Workstream – Pick Based.
2 Record Routing Rules (Voicemail)	Route – Voicemail type Individual to Individual Queue Route – Voicemail type Group to Group Queue
Individual Call	Specify the Phone Number for the agent in the Omnichannel Tab – System User record
Group Call	Create a workstream and specify an overflow condition.

For configuring Call Recording please refer – https://nishantrana.me/2022/12/20/configure-azure-event-grid-system-topic-and-subscription-to-enable-call-recording-and-sms-in-dynamics-365-omnichannel-voice/

Get all the details – Configure Voicemail

Must read – https://neilparkhurst.com/2022/11/08/omnichannel-for-customer-service-voicemail/

Hope it helps..

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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 us first add a new phone number.

Navigate to Customer Service Admin Center >> Customer Support (Channels) >> Phone numbers (Manage)