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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Transfer calls from om...
Service | Customer Service, Contact Center, Fie...
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Transfer calls from omnichannel to Teams user not working

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Posted on by NA-29071019-0

I'm not able to transfer calls from Omnichannel to Teams Phone in Dynamics 365 Customer Service. When Cx try to transfer a call from Omnichannel to Teams Phone, the transfer does not happen, and the call just gets canceled. Specifically, when CX receive a call from Omnichannel, and click the transfer button and select the person to transfer to, but the call hangs up instead of transferring.

 

When we try to transfer the call to David, the bot says that an external agent cannot be connected.

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Also, please find the roles of the call transferer and the call receiver — who also has a Teams Phone license)

 
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Dynamics 365 Customer Service
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