Views:

What’s happening?

When performing outbound calls in Dynamics 365 Customer Service workspace, multiple sessions are opening unexpectedly. This behavior is not observed during inbound calls or chat conversations.

Reason:

This behavior is by design. The Dynamics 365 Customer Service workspace initiates a new session when using the Xrm.Navigation.openForm API from the Home tab. The navigation mechanism for outbound and inbound conversation handling differs from the Home tab, resulting in different session behaviors.

Resolution:

This is an expected behavior. The Dynamics 365 Customer Service workspace is designed to initiate a new session when a form is opened using the Xrm.Navigation.openForm API from the Home tab. Specifically:

  • A new session is initiated if you open a form through Xrm.Navigation.openForm from the Home tab.
  • A new tab within the focused session is initiated if you open a form through Xrm.Navigation.openForm from an existing case session.

For further details, refer to the official documentation on considerations for Customer Service Workspace: Overview of the Customer Service workspace application for Dynamics 365 Customer Service | Microsoft Learn