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Connect Omnichannel with PVA Voice Channel

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Posted on by Wesley NL

18 User Group Leader

I need to use omnichannel with PVA integration for voice channel and right now I have number and Azure Communication Services integrated by AudioCodes.
The PVA voice is working until I ask for transfer to agent, the call insta end because can't find an agent. On AudioCode LiveHub side the error is /Bot Err: Transfer failed. No transfer target/.

Unified routing, users, capacity, workstream, queue is all configured (Ig).

I see I can't add PVA as bot on my workstream, the list is empty.

On bot's list, I see my bot as /not supported/ for voice enabled (even working on PVA side).

Any help?

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bmarcurella 45 on at

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Connect Omnichannel with PVA Voice Channel

Did you get this figured out?
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PerezAguiar on at

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Connect Omnichannel with PVA Voice Channel

Hey.

That should be far enough. You should be able to dial the number that you have associated to your workstream and the bot will start their processes:

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Wesley NL 18 User Group Leader on at

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Connect Omnichannel with PVA Voice Channel

Hello @PerezAguiar

Ah, yes, I was trying with old classic bots. Now I created a new classic bot and I was able to add as bot on OC Workstream.

On bot's list:

Do I need to do something else? II see this warning message, but the PVA is with capacity and was added in default voice queue. It's connected.

Thx
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PerezAguiar on at

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Connect Omnichannel with PVA Voice Channel

Hey.

When you create a bot on PVA, you get an option stating that if you want Voice capacities (and enabling it with Omnichannel), you'll need to use the classic version:

Bots on the new canvas app can't be integrated with OC. ONly the ones tagged (in PowerVirtualAgent site) as "Classic" can use voice and allow transfer to Omnichannel:

This would be the first thing to check. The second thing, is that when configuring the bot, you'll need to allow the configuration on PVA: