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..
Suppose we have the following Combo Box named Status bind to one of the choice fields of Dataverse.
Items = Asset Status option set field of table Product.
Now if we want Available to be the default selected value for it, we can use the DefaultSelectedItems property of the combo box.
DefaultSelectedItems = Filter(Choices(Products[@’Asset Status’]), Value = ‘Asset Status’.Available)
Also if we want to set the value of the Villages combo box based on the value selected in the Region combo box. The region is a lookup field in the Villages table.
We can update the Items property of the Villages combo box from
Villages (Data Source)
to
If(IsBlank(comboRegion.Selected),Villages, Filter(Villages, Region.Region = comboRegion.Selected.Region))
Hope it helps..
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..
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 3rd 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..
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..
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..
Nishant Rana's Weblog 