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Our organisation is currently implementing Dynamics 365 Contact Center and we've come across a very strange bug/issue during development and testing. We have configured Microsoft Teams as a channel to route inbound calls but we are facing an issue whereby an agent will accept the incoming call from within CRM with the accept toast notification, but when doing this in the background there is a 400 Bad Request API error occurring on the following endpoint (our environment URL removed):
The payload data being sent in the request:
{
"ApiVersion": "1.0",
"SessionId": "c28b2a9a-bc32-4541-98b7-10c7614361d7"
}The error being returned on the request is:
{
"error": {
"code": "0x80048d0b",
"message": "CoreServices Request returned error response. Exception: The remote server returned an error: (400) Bad Request., Status: ProtocolError, Status Code : BadRequest, Status Description : Bad Request, Response: {\"errorCode\":400801,\"message\":\"API Error : Operation is not supported in Open state\"}",
"@Microsoft.PowerApps.CDS.ErrorDetails.OperationStatus": "0",
"@Microsoft.PowerApps.CDS.ErrorDetails.SubErrorCode": "400801",
"@Microsoft.PowerApps.CDS.ErrorDetails.Plugin.ExceptionFromPluginExecute": "Microsoft.Dynamics.OmnichannelCCaaSApi.Plugins.AcceptConversationAPIPlugin",
"@Microsoft.PowerApps.CDS.ErrorDetails.Plugin.ExceptionRetriable": "False",
"@Microsoft.PowerApps.CDS.ErrorDetails.Plugin.ExceptionSource": "PluginExecution",
"@Microsoft.PowerApps.CDS.ErrorDetails.Plugin.OriginalException": "PluginExecution",
"@Microsoft.PowerApps.CDS.ErrorDetails.Plugin.PluginTrace": "",
"@Microsoft.PowerApps.CDS.HelpLink": "http://go.microsoft.com/fwlink/?LinkID=398563&error=Microsoft.Crm.CrmException%3a80048d0b&client=platform",
"@Microsoft.PowerApps.CDS.TraceText": "\r\n[Microsoft.Dynamics.OmnichannelCCaaSApi.Plugins: Microsoft.Dynamics.OmnichannelCCaaSApi.Plugins.AcceptConversationAPIPlugin]\r\n[7909b123-ef14-f111-8342-6045bdf1fd43: CustomApi 'CCaaS_AcceptConversation' implementation]\r\n\r\n",
"@Microsoft.PowerApps.CDS.InnerError.Message": "CoreServices Request returned error response. Exception: The remote server returned an error: (400) Bad Request., Status: ProtocolError, Status Code : BadRequest, Status Description : Bad Request, Response: {\"errorCode\":400801,\"message\":\"API Error : Operation is not supported in Open state\"}"
}
}The fwlink unfortunately just goes to the general Dynamics 365 support page and searching the specific error code being referenced does not provide any specific information on this error. We have an open ticket with Microsoft about this issue.
The main factor appears to be related to the conversation state, given the error: "Operation is not supported in Open state", but we don't know the actual cause of the error. Various attempts at trying to make sense of the error with AI tools suggest a timing issue with the Conversation State being mismatched and a potential race condition, but it could be completely wrong.
The issue appears to be specific to when routing calls via Microsoft Teams Extensibility, if we use an alternative option such as ACS instead, things seem to work fine without issues, so we have narrowed it down to being somehow related to Microsoft Teams in some form, but have no idea configuration wise where we can begin to try and fix this.
We have checked that the appropriate resource groups have been configured in Azure and are correct when deploying the Teams number and testing calls. Clearly it is working as the call is being routed to our CRM environment, but as soon as you accept a call, this 400 error occurs.
Has anyone encountered this issue or might have any further information that could help diagnose or troubleshoot the issue, with more specifics? We are at a loss as to why we are encountering this, with no much information to go on.
Thanks,
James
The main factor appears to be related to the conversation state, given the error: "Operation is not supported in Open state", but we don't know the actual cause of the error. Various attempts at trying to make sense of the error with AI tools suggest a timing issue with the Conversation State being mismatched and a potential race condition, but it could be completely wrong.
The issue appears to be specific to when routing calls via Microsoft Teams Extensibility, if we use an alternative option such as ACS instead, things seem to work fine without issues, so we have narrowed it down to being somehow related to Microsoft Teams in some form, but have no idea configuration wise where we can begin to try and fix this.
We have checked that the appropriate resource groups have been configured in Azure and are correct when deploying the Teams number and testing calls. Clearly it is working as the call is being routed to our CRM environment, but as soon as you accept a call, this 400 error occurs.
Has anyone encountered this issue or might have any further information that could help diagnose or troubleshoot the issue, with more specifics? We are at a loss as to why we are encountering this, with no much information to go on.
Thanks,
James
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