caller stuck on hold on agent reject or no agent available?

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Posted on by DH-20062242-0

Been playing around with the Dynamics 365 Customer Service Trial account to confirm it has the functionality we need before we migrate over.

Our current issue is handling the customer call through the Voice Channel when either 1) the only available agent online rejects the call, 2) they don't pick up the call in time or 3) there are no available agents online during Office Hours. Consequently we added the following to the Queue Overflow handling (since we're using the Trial, it's specifically the "Fallback Demo - Voice" queue) but run into the same behavior -

1. if Average wait time is > 0.5 minutes, forward to an external number - the info link indicated it's calculated off of a minimum 50 calls over the last 48 hours which we may not always get (especially including weekends) and may also be why it doesn't kick in with my recent testing (?)

2. if Work Item Limit exceeds 1, forward to an external number - with this setup, it sounds like subsequent calls would kick in the overflow. However the initial call is still stuck on hold (?)

We then went ahead and changed the Omnichannel Configuration so that Missed Notifications and Agent Reject would change the agent status to inactive in case that would help with at least the first two issues. However we're running into the same issue of the caller being stuck on hold.

Are these the right mechanisms for handling the use cases/issues above? Or are there other ways to handle this?

I did the above based on suggestions from a couple of other forum posts. Have reached out to their specialists on the contact page since this POC will determine whether we buy licenses, but no response as of yet. If anyone can help, that's greatly appreciated!

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CU06120744-0 2 on at

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caller stuck on hold on agent reject or no agent available?

It sounds like you’ve been quite thorough in testing Dynamics 365 Customer Service, and I can understand how crucial it is to get the call handling flow right during your POC phase. Let’s address some of your concerns:

Queue Overflow - Average Wait Time Trigger:
You’re correct that the average wait time calculation relies on a certain volume of calls to be accurate. In a trial environment, especially with lower call volumes, this condition might not work as intended. As a workaround, you could try setting up more predictable overflow triggers like time-based rules or using manual triggers during testing.

Queue Overflow - Work Item Limit:
If the first call is still stuck on hold, it might indicate that the overflow settings aren’t prioritizing existing calls. Check if your overflow rule is applied only to new calls entering the queue. Additionally, ensuring proper routing rules and escalation policies for calls already in the queue might help.

Omnichannel Configuration Adjustments:
Changing the agent status to inactive after missed notifications or rejects is a good step, but this alone may not redirect the stuck call. Ensure that you’ve configured escalation paths for calls left in the queue when no agents are available. This could involve routing these calls to another queue or directly to the fallback number.

Additional Suggestions:

Voicemail or Callback Options: In cases where no agents are available, consider enabling a voicemail feature or offering callers the option to request a callback.

Power Automate: Use Power Automate to create custom workflows that trigger specific actions based on your conditions (e.g., moving calls to an external number after a defined timeout).

Contact Dynamics 365 Support: If the trial setup doesn't support the necessary functionality, a Dynamics support specialist could confirm if it’s a limitation of the trial or guide you on other configurations.

I hope this helps! Keep us updated, and good luck with your POC. OneBloodRewards
GC-29041623-0 6 on at

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caller stuck on hold on agent reject or no agent available?

Just curious if you ever found a workaround to this? We have the same request from our users and from what I can tell Omnichannel doesn't support this use case.