Nishant Rana's Weblog

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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Resolved – Request to XRM API failed with server error: ‘Message: Timeout occurred when calling the XRM api’ Code: InnerError: Type: System.Threading.Tasks.TaskCanceledException Message: A task was canceled in Power Automate

We were getting below Timeout error while trying to save our Power Automate flow.

Request to XRM API failed with server error: ‘Message: Timeout occurred when calling the XRM api’ Code: InnerError: Type: System.Threading.Tasks.TaskCanceledException Message: A task was canceled.

It could be because of some issues at the product end – some outage or server load. It lasted for around 15-20 minutes for us, after which we were able to save and test our flow successfully.

Hope it helps..

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Power Automate: Share Record using Unbound Action

https://www.chadalthaus.com/2020/12/unbound-actions-how-to-share-and.html

Sharing Records in CDS/ Dynamics CDS automatically based on a specific action??!!! we used to write Custom Workflow Activity or some kind of plugin to Achieve it which may take some hours to develop deploy and Fix.

Well ! NO CODE 1 Step workflow can achieve this!

By using the Common Data Services ( Current Environment) -> Select Perform Unbound Action

2. Choose Grant Access

3. Now the Target should be entitylogicalname-plurarl(recordid) or entitylogicalname-plurarl/recordid , record if will be pulled from the Dynamic Contents Property

4. PrincipalAccess which needs to be in JSON format, which will include user or team to which the access will be provided and the Access Mask for the Privilege they will be given.

Principal Access for Team:

{
"Principal:"
{
"teamid":"",
"@@odata.type":"Microsoft.Dynamics.CRM.team"
},
"AccessMask":"ReadAccess"
}

Principal Access for User:

{
"Principal" : 
{
"systemuserid":"@{triggerOutputs()?['body/_createdby_value']}",
"@@odata.type":"Microsoft.Dynamics.CRM.systemuser"
},
"AccessMask":"ReadAccess"
}

Below is the list of…

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Plugin registration profile record not getting created – Dataverse / Dynamics 365

Recently while trying to debug a plugin with Persist to Entity mode on the update step, we didn’t find any profile record getting created.

One option is to try to reinstall the profiler. This could happen when we are using a different version of the plugin registration tool and it has the Profiler already installed/configured from the other version of the tool.

If that doesn’t help, then opt for Exception mode, that has always worked.

Hope it helps..

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How to – Enable inbox for agents in Dynamics 365 Customer Service Workspace / Omnichannel

Inbox view in the agent workspace allows agents to quickly perform a preliminary assessment of the service requests coming from different channels for a timely response. Agents can view cases, conversations, and activities assigned in the inbox tab.

To enable inbox for the agents, inside the Customer Service admin center

Navigate to Agent Experience >> Workspaces >> Agent Experience profiles >> Manage