Omnichannel - Bad outbound call performance & freezes

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Posted on by Ward010

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

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Dengliang Li Microsoft Employee on at

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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.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-outbound-calling?tabs=customerserviceadmincenter#configure-capacity-profiles-and-assign-users

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-outbound-inbound-profiles#create-outbound-profiles

Please check this.

You can also try changing your browser to dial.

Best Regards,
Dengliang Li

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Ward010 71 on at

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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

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