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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel chat escal...
Service | Customer Service, Contact Center, Fie...
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Omnichannel chat escalated by bot do not open communication panel automatically

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Posted on by NewPeter 15

Hello All,

I have configured Omnichannel for customer and one of the environments works perfectly. The other one is copy of the previous one (Copy option in Admin Centre was used to create this environment), however when agent picks up the call, communication panel does not open automatically, thus agent is forced to click on "Open" button revealed after pressing three vertical dots attached to item in "My work items" column.

pastedimage1678811498318v2.png

pastedimage1678811432564v1.png

Workstream, channel and queue is configured in the same way as counterparts in working environment. Each agent has capacity set to up to 100 and each chat consumes 10. 

pastedimage1678811728339v3.png

pastedimage1678811770178v4.png

pastedimage1678811792051v5.png

Channel Integration Framework 2.0 seems to be configured properly: 

pastedimage1678811843549v6.png

oc-cdn-public-gbr.azureedge.net/.../ChatControl.htm

Interestingly when widget is generated it has wrong value under data-org-url, perhaps because it is copy of the other environment.

<script id="Microsoft_Omnichannel_LCWidget" src="">oc-cdn-public-gbr.azureedge.net/.../LiveChatBootstrapper.js" data-app-id="XXXX" data-lcw-version="prod" data-org-id="XXXX" data-org-url="https:ZZZZZZZ-crm11.omnichannelengagementhub.com"></script>

I have tried various different settings. Do you know what could be the issue?

Best Regards

I have the same question (0)
  • Steve Zhao2 Profile Picture
    Steve Zhao2 Microsoft Employee on at

    Hi NewPeter,

    Have you check the security roles of these agents in the different environments? Are them the same?

  • NewPeter Profile Picture
    NewPeter 15 on at

    Hello Steve,

    I have just double checked security roles and they are the same. I have also tried to refresh the user, removed all omnichannel roles, re-added them and refreshed again. Then attempted the test with D365, however the problem still persists.

    Kind Regards

  • Suggested answer
    Steve Zhao2 Profile Picture
    Steve Zhao2 Microsoft Employee on at

    Hi NewPeter,

    It's really hard to say which causes this strange behavior.(Maybe due to copying environment) It's recommended to raise a ticket to get help from Microsoft.
    You could raise a ticket here:

    Help + support | Power Platform admin center (microsoft.com)

  • NewPeter Profile Picture
    NewPeter 15 on at

    Hi. It seems the communication panel opens up correctly for the agents but me.

    @Steve Zhao2 Thank you for suggestion.

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