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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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PerezAguiar Microsoft Employee on at

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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:

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Wesley NL 18 User Group Leader on at

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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 Microsoft Employee on at

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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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bmarcurella 45 on at

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Did you get this figured out?

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