web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel - Bad outb...
Service | Customer Service, Contact Center, Fie...
Unanswered

Omnichannel - Bad outbound call performance & freezes

(1) ShareShare
ReportReport
Posted on by Ward010 71
Hi,
 
We experience quite some issues when making outbound calls in omnichannel voice. We have a MS Ticket ongoing but quite curious whether other customer experience this as well and whether they are any things we can do about it?
 
In general we experience the following at least a few times per day and by all agents:
1) When starting an outbound call with the dialer it sometimes takes up to 2 minutes before the conversation record is being opened.
2) When starting an outbound call the /call/ button gets greyed out after clicking on it but nothing happens. Even after waiting multiple minutes the conversation is not opened/started. The only way to resolve it at that point is fully restarting the browser and trying it again. 
 
As it happens multiple times a day this is not workable for agents making many outbound calls. 
 
Any suggestions on finding a root cause are welcome!
 
Ward
I have the same question (0)
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    I am using the Customer Service Trial version.
    I did not reproduce your problem in my testing.
    I use a toll-free number to make outbound calls.
     
    According to the official documentation, an outbound profile needs to be configured for the agent to make calls.
    Please check this.
     
    You can also try changing your browser to dial.
     
     
    Best Regards,
    Dengliang Li
     
  • Ward010 Profile Picture
    Ward010 71 on at
    Hi,
     
    Thanks for the information but outbound calling is correctly configured as it works intermittently. 
     
    We also did tests before in a trial version but this cannot be compared with a real environment with real data. Therefore really interested in experiences of companies currently using it in production. 
     
    We can reproduce the issue quite easily with many agents. When starting the call the call button gets greyed out and nothing happens. 
     
    Kind regards,

    Ward
     
     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Congratulations to our 2025 Community Spotlights

Thanks to all of our 2025 Community Spotlight stars!

Congratulations to the February Top 10 Community Leaders

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
NeerajPawar Profile Picture

NeerajPawar 31

#2
Tom_Gioielli Profile Picture

Tom_Gioielli 30 Super User 2026 Season 1

#3
Eugen Podkorytov Profile Picture

Eugen Podkorytov 14

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans