Category: Voice

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)

Select + New number (in case we have purchased a number from Microsoft)

In case of Direct Routing, click on Advanced
>> Bring your own number via Azure Direct Routing

Specify the Phone Number, Carrier, Country / Region, and Number type, and select Receive calls and Make calls.

Open the system user’s record, and specify the phone number added in the Omnichannel Phone field in the Omnichannel tab.

Now login to Customer Service Workspace with the agent’s account.

The agent will now have the option to make an outbound call using the personal number assigned.

Also, we can see the agent receiving a call on that number directly.

Get more details – https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-outbound-calling?tabs=customerserviceadmincenter#assign-personal-phone-numbers-to-agents

Hope it helps..

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Connect Voice Channel to using an existing Azure Communication Services (ACS) Resource – Dynamics 365 Customer Service


We had earlier configured Voice Channel in our Dev environment using ACS Direct Routing.

Please refer to this blog post on how to set up a voice channel using a new ACS. https://nishantrana.me/2022/10/17/how-to-set-up-omnichannel-voice-using-azure-communication-service-acs/

Recently while configuring the UAT environment, we thought of reusing the same ACS resource configured earlier.

Highlighting the key steps required for it –

The first step is to install the Voice Channel in the new environment

https://nishantrana.me/2023/02/08/install-voice-channel-in-omnichannel-dynamics-365-customer-service/

Followed by registering a new App in Azure Active Directory.

This will be required while connecting to the Azure Communication Services.

Enter the details of existing ACS, like name, ID, and Connection String.

And the App ID and App Tenant Id while connecting to ACS in the new environment.

Now if we want to use the feature of Call recording, we can reuse the existing Event Grid System Topics created for the Dev environment, by simply creating a new Event Subscription for it.

Copy and specify the webhook endpoint from the UAT / New environment

Select Manage for Channels >> Phone numbers

Select Advanced

Copy the Webhook endpoint for the new event subscription from the UAT / New env.

For the exact steps 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/

The next step would be to configure a new phone number, voice channel, workstream, etc.

So basically we can have multiple environments using the same ACS Resource using different numbers and with call recording for this we need to

  • Create / Register a new Azure AD app for each environment.
  • New Event Subscription for the existing Event Grid System Topics.

Get all the details here – Connect to ACS

Hope it helps..

 

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Solved – Presence not loading in Omnichannel for Customer Service / Customer Service workspace


Recently in one of the environments, the presence was not loading for the agents.

To fix it, we had to update the Channel URL to point to the correct organization name.

Before –

https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://unq614e23c1ccc540f3a9bf2f80c99d9-crm.omnichannelengagementhub.com&ucilib=https://orged4e3d70.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

After –

https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://unq614e23c1ccc540f3a9bf2f80c99d9-crm.omnichannelengagementhub.com&ucilib=https://gcst.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

Verify the Unique Name used in ocBaseUrl and Orgname from Settings >> Customizations >> Developer Resources

On correcting the URL in the Omnichannel record (Channel Integration framework 2.0 Providers)– we can see the presence loading.

The cause for the issue was we had recently updated the environment’s URL from the Power Platform Admin Center.

Check for more details –

https://tinyurl.com/3488m6p2

The presence not loading.

Hope it helps..

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Omnichannel Real-time analytics reports (Preview) – Dynamics 365 Customer Service


The Real-time dashboard consists Summary, Ongoing conversation, Agent, and Voice report.

To enable it – Login into Customer Service Admin Center >> Operations >> Insights >> Report Settings >> Real-time Analytics (preview)


Enable it –


After a couple of minutes, we can see the Dashboard added to the Customer Service Workspace app.

Within the Summary, we can get the details of any ongoing conversation, KPIs, etc.

The ongoing conversation report shows the details of all the ongoing conversations

The agent shows all the real-time details about the agents

We can select an agent from Agent List and click on Details to show additional details about the agent.

Finally, the Voice report shows details specific to Voice Channel / Queues.

Get all the details here – Real-time analytics dashboards (preview)

Hope it helps..

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How duplicate phone numbers for customers (contact/account) are handled in Voice Channel (Dynamics 365 Omnichannel for Customer Service)


Before we delve into different scenarios, few key points, we need to be aware of about Phone Numbers in Voice Channels.

  • Voice Channel considers Contact’s Mobile Phone (mobilephone) and Account’s Phone (telephone1) fields.

https://learn.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule

  • The phone number should be in E.164 format inside Dynamics 365.

https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-bring-your-own-number?tabs=customerserviceadmincenter#prerequisites

https://developers.omnisend.com/guides/e164-phone-number-formatting

  • If no matching customer (contact or account) is found, the conversation record will not have any customer prepopulated.

  • If 2 contacts are having the same Phone Number (E.164) format, i.e. multiple matches found

In that case, also, no customer is tagged in the conversation record, the agent would have to search for the customer.

  • If 2 contacts and 1 account have the same Phone Number

The Conversation records get associated with the Account record.

  • If 1 contact and 1 account have the same Phone Number

The conversation record gets tagged against the Contact

  • If there is only 1 account record with that phone number and no contact records

The conversation record has an Account tagged to it.

  • In case multiple accounts are found with the same phone number and no matching contact

No customer is tagged in the conversation record

  • If there are multiple contacts and multiple accounts with the same phone number

No customer is tagged in the conversation record.

In short –

Matching Contact

Matching Account

Result

0

0

NA

1

0

Contact

1

1

Contact

2

0

NA

0

1

Account

0

2

NA

2

2

1

2

Account

NA

Hope it helps..

 

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