Voice – Page 2 – Nishant Rana's Weblog

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 Wrap-up status for the agent.

And also as we had a work item limit of 1 along with assignment blocking defined through the capacity profile for that agent, the agent wasn’t receiving the incoming notifications.

So here we can ask the agent to close the session correctly.

Or as a supervisor, we can force close the conversation from the Omnichannel Ongoing Conversation Dashboard.

Force Close-

Hope it helps..

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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 Voicemail Workstream has the following intake rule

And Route to Queue rule

Now say we want the voicemail of an advanced queue (type – voice) to be routed to its corresponding advanced queue (type – record) instead of the Default Group Voicemail Queue.

Say we have the below Advanced Queue of type Voice used in the Voice Workstream–

And the below Advanced Queue – My Sample Voice Mail Queue

Now let us define the Workstream that will route the voicemail to that queue.

Select Type as Record and Record Type as Voicemail.

The intake rule checks for the Queue record in the related entity of voice mail – Missed Conversation (Conversation)

So basically any conversation or voicemail generated because of a call to My Sample Voice Queue / Workstream will be routed to its corresponding Voice Mail Queue.

Overflow handling – https://nishantrana.me/2023/03/07/understanding-overflow-handling-work-item-limit-exceeds-in-voice-channel-omnichannel-dynamics-365-customer-service/

And the intake rule of that workstream to route to the Voicemail Queue created earlier.

Hope it helps..

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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 (Manage) in the Customer Service Admin center

Here we can see the default template – authenticated and unauthenticated for the incoming voicemail. We cannot update these out-of-the-box templates, however, we can refer to these existing templates to create a new template.

Let us open the existing incoming authenticated template.

The Voice call – incoming authenticated – default :-

Let us create a new template, referring to the existing template, where we will set the Show Desktop Notifications = When the app is in the background.

Notice we can specify other values such as notification timeout, auto assign work items, show reject button as well as notification fields.

Below is our new notification template.

With the template created, navigate to the workstream to which we want to apply this template. In the Agent notification template, specify the custom notification template for the Incoming Authenticated.

Also, enable Notifications for the app in the browser from Site Settings.

Here we can see the Desktop notification for the agent on the incoming call.

Learn more about it – https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/notification-templates?tabs=customerserviceadmincenter#create-a-notification-template

To enable Sound Notification – https://nishantrana.me/2023/03/08/enable-sound-notifications-in-omnichannel-voice-and-other-channels-dynamics-365-for-customer-service/

Hope it helps..

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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 because the message had a “&” character in it.

Removing the “&” resolved the issue for us.

Hope it helps..

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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..

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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.