Microsoft Dynamics 365 – Page 50 – Nishant Rana's Weblog

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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Install Voice Channel in Omnichannel – Dynamics 365 Customer Service

Make sure all the prerequisites are in place –

https://learn.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license#prerequisites

https://admin.powerplatform.microsoft.com/environments

Select Resources >> Dynamics 365 apps

Select Manage for Omnichannel for Customer Service – Telephony

It will open Dynamics 365 Administration Center | Omnichannel page

Click on Add environment

Select the required environment and click on Next.

If we do not have the required subscription for a particular channel we will get the below error

Next for Voice, select Add Voice along with Voice and Messaging preview terms.

Keep clicking on Next till confirmation (add other channels if required)

The confirmation page will show all the selections and details.

Clicking on Finish starts the installation process.

After around 1.5 -2 hours or so we could see the installation being successful.

If we want to add another channel e.g. SMS, select the SMS tab and save to start the process.

This starts the update

After an hour or so we see the status as installed for both Voice and SMS.

On opening the Customer Service Admin Center app, we can see the option of getting started with a voice demo.

Assign the account you are using the Omnichannel Agent and Omnichannel Admin role (even if you are a system administrator you need this role to start with the voice demo, admin to configure and agent to test)

It will create the workstreams, acquire a phone number, create a voice channel, power virtual agent, etc. for the demo

After around 2 minutes or so, we will have our voice demo setup done.

We can open the agent app which is either Omnichannel for Customer Service or Customer Service Workspace App and can call the phone number configured to test the application.

We can see the following workstreams created for Voice and Voicemail channels.

The demo telephony workstream 1

The agent receiving the notification

*At times we have faced an issue when there is a bot configured, so in case you are facing any issues, try removing the bot from the workstream

Hope it helps..

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Use the Marketing only field to identify automatically generated marketing contact records – Dynamics 365 Marketing

The form-matching strategy defines what field(s) will be used to find the matching record.

Can be found at – Dynamics 365 Marketing >> Settings >> Lead Management >> Form Matching (Outbound)

We then associate the form-matching record with a marketing form.

So if a contact with the same email address is found, the record will be updated, if not then a new contact record will be created, on form submission.

Now to identify these auto-created contact records, we can make use of the out-of-the-box Marketing Only Boolean field. The system populates this field for the contact records created as part of marketing form submission.

We can find the field in the Contact form – Details tab >> Marketing Section.

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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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Contact’s Originating Lead – originatingleadid is not valid for update – Dynamics 365 / Dataverse

Recently we were writing a plugin that on the creation of a lead updates the originating lead of a contact record. The value was neither getting updated nor we were getting any errors.It was after we spent a good amount of time debugging, realized that this field cannot be updated.So basically, we can specify a value for it during create of contact but cannot update it.

Hope it helps..

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How to – Identify Dynamics 365 Marketing Application App and its corresponding environment

We can easily identify the Marketing App and the environment in which it has been provisioned.

https://admin.powerplatform.microsoft.com/

We can find the unique name of the environment/organization suffixed with the name of the app i.e. Dynamics 365 Marketing Application for the configured app.