What's happening?
Agents using Dynamics 365 Omnichannel for Customer Service are not receiving notification beep sounds for incoming chats or notifications.
Reason:
This can occur if the sound files used for notifications were either modified or deleted.
Resolution:
To resolve this, perform one of the following actions in the Customer Service Admin Center (CSAC):
- Re-upload and save the affected sound file.
- Select the "Reset to default settings" option in the Sound settings section of the affected workstream.
More information: Enable sound notifications for conversations in Omnichannel for Customer Service | Microsoft Learn