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omnichannel for customer service

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Posted on by Noorahmad001

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Hi folks

I spent hours to configure the omni channel for customer service. I am following all the steps as exactly mentioned in the documentations and articles. My agents are not receiving notifications in Omni Channel for customer service. I can initiate chat from Power Apps Portal. I can see the messages in the "My work items" and they also move automatically to "Closed work items" but I am not receiving notification for agent and also agent can not start chatting. Could you please let me know if you have faced this issue. As you can see in the screen shot there isn't any presence icon though he is logged in.

I have followed all the fixes mentioned by MS.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service

I follow exactly the steps mentioned in the below article and also verified the same steps in MS documentations.

techairgroup.com/.../

Thanks

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jony78 25 on at

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RE: omnichannel for customer service

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Power Platform Star 5 on at

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RE: omnichannel for customer service

Hi I was wondering if you managed to get this working and if so what was the steps?
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Fubar 2,752 on at

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RE: omnichannel for customer service

I managed to get one working in a brand new Trial. I am not sure what the issue was with the earlier attempt, except that I did find the URL for the Channel Provider (under the App Profile - not the framework app) had a an all caps keyword in it and in the working version the all caps keyword is now a url. The other differences were that when I performed the setup last time I had to update multiple apps in the maker.powerapps and this time I didn't. The steps (I know there are probably some unnecessary stuff in here, but it is what I did to get a working trial of it)

New Trial with only Customer Service app

Installed PowerApps Portal & signed in etc

Added Trial licence for Digital Messaging Addon (selected Trial from under the Digital Messaging full licence Tile, last time I selected the separate Trial Tile)

Also added Trial Office E3 licence

Assigned the Digital Messaging and E3 licence to my user

in https://admin.powerplatform.microsoft.com/environments went to Dynamics 365 Apps for the Instance

Pressed Install app on the command bar,

and in the slide out selected the Omnichannel for customer service and pressed next

This opened the Omnichannel configuration (for me I turned on only Chat and Teams)

After they had successfully installed, went back to CRM and assigned Security Roles: App Profile Manager Administrator, App Profile User, Channel Access, Common Data Service User, CSR Manage, Customer service app access, Omnichannel administrator, Omnichannel agent, Omnichannel supervisor, Productivity tools administrator, and Productivity tools user and already had System Administrator (pretty sure not all of these were necessary - but it is what I assigned)

Opened the Omnichannel Administrator app

Created a new Workstream, Chanel = Live chat, Distribution mode = Push, Enable selected from push based = Yes, added Busy - DND and Offline to the allowed presences

Added a context variable to the Workstream (just added one as the instructions I had had added one)

Added Routing Rule to the Workstream, set the Queue to the Default messaging queue, added a condition for Live Chat Context-Live Chat Engagement Id Does not contain data OR Contains data

After saving then went and created a new Chat channel, set workstream = to the new workstream (above), set proactive chat = Yes, Allow download of chat transcropts = Yes

Saved, and then copied the Widget Code Snippet

Went to the Portal Management App and pasted the code snippet into the "Chat Widget Code" Content Snippet as HTML, and saved.

On the PowerApps Portal went to /_services/about and cleated both the cache and the config

Went to the Home page of the PowerApps Portal, the Chat Widget loaded and I typed something in

Went to the Omnichannel for customer service app (when it opened it displayed messages saying it was configuring communication etc - this didn't happen last time), when the messages finished the chat from the portal was in the My work items column, and this time when I opened it a Session opened and the Chat panel etc was loaded and it was working

Closed the Chat on the PowerApps Portal, and then reopened it and typed -> this then showed the Accept/Reject Notification in Omnichannel for customer service
Noorahmad001 130 on at

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RE: omnichannel for customer service

@Parvin thank you. I have performed all the configuration settings defined in MS documentation but I am still not getting the notifications.
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Pawar Pravin 5,227 on at

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RE: omnichannel for customer service

Please check if have configured channel correctly also make sure that user have agent role. I have tried it on trial instance and its working fine for me.
Fubar 2,752 on at

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RE: omnichannel for customer service

You can log a support ticket to MSFT found under portal.office.com (my trial expired on last Friday so I don't have something that is active)
Noorahmad001 130 on at

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RE: omnichannel for customer service

@LA

Thank you. So what can we do ? Is there way to talk to Microsoft to figure out the problem.
Fubar 2,752 on at

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RE: omnichannel for customer service

Have the same issue when trying to setup in a Dynamics 365 Trial. Didn't get the Notification, Communication Panel or Productivity Panel to show up. Was able to get chat widget on the Portal and assigning the incoming chat to agents working correctly (can see the allocation to the queues etc) but no Notification, and eventually worked out that I could get he Productivity Panel to open by configuring things so I could create a Session for a Case record. I also tried changing to Pick rather than Push, and this does not open the Communication Panel when you open the assigned item (which I believe it should)

I suspect it has something to do with the Channel Provider settings, but what makes it extremely difficult is it appears Microsoft have also changed how it works, you read one document and it says the Channel Provider is configured in the Framework app, but somewhere else it says it is now under the Omnichannel App profile from make.powerapps - both point to different setups.
Noorahmad001 130 on at

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RE: omnichannel for customer service

@Leah JU

Actually I have tried all these options/fixes and wasn't able to fix the issue.

Thanks

Noor
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Community Member Microsoft Employee on at

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RE: omnichannel for customer service

Hi Noor,

It’s so strange, you can refer following step to check:

1.The issue is caused when you receive the chats in Customer Service Hub app.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service#agents-not-receiving-chat-in-omnichannel-for-customer-service

2.You can try to use an incognito browser to access the user agent account, or clear cache or change another browser.

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/397209/omnichannel-customer-service-agent-does-not-have-status-is-not-receiving-chats

3.Notification time-out and rerouting of conversations.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/agent/agent-oc/oc-notifications#notification-time-out-and-rerouting-of-conversations

There’s a ‘Wait time’ contained with it. If the wait time expires without the agent doing anything, the conversation is returned to the queue.

This value can be configured by the Omnichannel Administrator, to whichever setting fits the organisation. To do this, go to Notifications in the Omnichannel Administration Hub, open up the notification that you’re wanting to modify, and change the value shown below:

4.Set windows Desktop Notifications.

You need set the “Show desktop notifications” option on the appropriate notification template.

Note: You do need to ensure that windows notifications are enabled!

If using Chrome, ensure that Chrome has been enabled to send notifications.

https://support.microsoft.com/en-us/windows/change-notification-settings-in-windows-10-ddcbbcd4-0a02-f6e4-fe14-6766d850f294

Regards,

Leah Ju

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