I just wanted to know if there are actually any organisations who have been using Omnichannel voice live in production?
I've run into a number of bugs currently waiting Microsoft Support that indicate this system is still not ready.
1) Unable to transfer calls to Teams (it rings then the call ends) - means we can't transfer internally/to non-Omnichannel users in our organisation
2) Status does not stay in Do not disturb after a call ends, when it's meant to wait for wrap up to be completed - means agents keep getting calls when they are not ready.
3) Calls received from a business phone number do not auto-load the contact (only mobile phone auto-loads) - makes for an inconsistent/inefficient agent and customer experience.
We also had two different instances (lasting a week) where calls would just not pop at all. Microsoft told us it was due to some backend work, which they weren't aware of the impact.
Prior to these unnotified outages, we also experienced periods of 2 minutes or longer before a call popped for an agent.
Also does anyone have any contacts who can provide better than standard support for this solution? Even our premium partner is struggling.
