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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Fixed – Omnichannel authentication failed. Contact your administrator in Omnichannel Ongoing Conversations Dashboard


Recently we were getting the below error on the Omnichannel Ongoing Conversations Dashboard.

As the user was having an Omnichannel Administrator role, we expected it to work for the user. We raised a support ticket for the same and got to know that we need to assign the Omnichannel supervisor role for it to work for the user.

After assigning the Omnichannel supervisor role, the report started working for the user. Try it in incognito mode or clear the cache after assigning the role.

Get more details –  Omnichannel Ongoing Conversations dashboard

Hope it helps..

 

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How to – Configure Azure Event Grid System Topic and Subscription to enable Call recording and SMS in Dynamics 365 Omnichannel Voice


Azure Communication Services uses Azure Event Grid to send real-time event notifications for chat, telephony, video, SMS, and voice calling events.

Azure Event Grid will then route the event messages to the subscribers, one of them being the Azure Application we registered while configuring the Voice channel.

https://nishantrana.me/2022/10/17/how-to-set-up-omnichannel-voice-using-azure-communication-service-acs/

We had specified the Azure App id and tenant id while connecting to ACS from Dynamics 365 as the Event grid app id and Event grid app tenant id.

  • So first we need to register Azure Event Grid System Topic for our app to listen to Azure Communication Service Events.
  • Next, we need to subscribe to specific events for call recording, sms, etc by creating Azure Event Grid Subscriptions.

Login to Azure Portal, create a new Event Grid System
Topic as shown below

Specify Azure Communication Services as Topic Types and for Resource select the Azure Communication Service resource created earlier.

Create the Event System Grid Topic.

Navigate to the topic created, and next create an Event Subscription there.

Provide the below details

File to Event Types = Recording File Status Updated

The other event types available are –

For the webhook’s endpoint, navigate back to the Omnichannel Admin Center,

From the Phone Number >> Advanced Settings copy the WebHook Endpoint URL.

Paste it there and navigate to the Additional features tab.

Check AAD Authentication and specify Tenant ID and AAD Application ID or URI, the same details that were specified while connecting ACS from Dynamics 365 as event grid app id and event grid app tenant id.

Click on Create and we are now done with the required setup.

We got the below error while creating the Azure Event Subscription https://nishantrana.me/2022/12/15/fixed-deployment-has-failed-with-the-following-error-codewebhookaadappaccesscheckcategorymessageaccess-check-failed-for-webhook-aad-app-with-error-subscribers-client-user/

Back inside Dynamics 365 Customer Service Workspace, we can see both the inbound and the outbound call getting recorded.

Thanks to this wonderful post that helped us in configuring it – https://triciasinclair.com/2022/04/25/setting-up-omnichannel-voice-using-azure-communication-service/

Also, check – https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-connect-existing-resource?tabs=customerserviceadmincenter#enable-call-recording-and-sms-services

https://triciasinclair.com/2021/01/27/d365-customer-service-voice-channel/

https://neilparkhurst.com/2022/08/11/omnichannel-for-customer-service-collection-2/

Hope it helps..

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Fixed – Deployment has failed with the following error: {“code”:”WebhookAadAppAccessCheckCategory”,”message”:”Access check failed for Webhook AAD App with error ‘Subscriber’s client ‘user’… while configuring the Azure Grid Event Subscription – Dynamics 365 Omnichannel Voice


While configuring Azure Grid Event Subscription for enabling Call Recording in Dynamics 365 Omnichannel Voice,

https://learn.microsoft.com/en-us/dynamics365/customer-service/voice-channel-connect-existing-resource?tabs=customerserviceadmincenter#enable-call-recording-and-sms-services

we got the below error –

Deployment has failed with the following error: {“code”:”WebhookAadAppAccessCheckCategory”,”message”:”Access check failed for Webhook AAD App with error ‘Subscriber’s client ‘user’ with object id ‘1fc23e2e-cf5b-49c1-b942-9f2036e8c9cf’ is neither owner of this AAD application 585b1e3f-6685-4e69-a1b7-a880074f12f0 nor have this role AzureEventGridSecureWebhookSubscriber. In addition the role has to be assigned to client ‘user’ with object id ‘1fc23e2e-cf5b-49c1-b942-9f2036e8c9cf’. One of these two conditions has to be met.’. For troublehooting, visit https://aka.ms/essecurewebhook. Activity id:b179f7d4-115b-4d4d-aeee-6046f4181846, timestamp: 12/14/2022 9:52:19 AM (UTC).”}

As the error message suggests, the user who is setting up the Azure Event Grid Subscription has to be added as the owner of the Azure AD Application, with AAD Authentication as shown below.

So we added the user as the owner of that Azure AD app, which fixed the issue for us.

The result –

Success

Hope it helps..

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