What's happening?
Agents are not receiving alerts or sound notifications when new chat sessions are routed to them in Dynamics 365 Customer Service Workspace.
Reason:
This occurs when the sound notification settings are not properly configured for individual agents.
Resolution:
1. Confirm sound notifications are enabled for the relevant channels at the environment level. See Enable sound notifications for conversations in Omnichannel for Customer Service | Microsoft Learn for more information.
2. Confirm users have sound notifications enabled in their personalizations in Customer Service Workspace. See Personalize sound notifications in Omnichannel for Customer Service. | Microsoft Learn for more information.
3. Confirm users have media autoplay enabled in their browser. How to do this differs by browser:
- Microsoft Edge: How to Manage Autoplay | Microsoft Edge
- Google Chrome: Autoplay policy in Chrome | Blog | Chrome for Developers