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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Omnichannel with problems
Microsoft Dynamics CRM (Archived)
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Omnichannel with problems

Posted on by CU15051951-0
I hope to find someone who is familiar with the following problem and knows what to do about it:

In our organization, the following error is occurring in the omnichannel for customer service:

1- Calls are forwarded to agents in any status. /do not disturb/ and the call was directed to the attendant anyway;

2- After a few seconds of waiting for the 1st attendant, the call is duplicated to a 2nd attendant at the same time.

If the 1st person answers, they remain silent; If the 2nd one answers, it works normally; If the second party refuses, the entire connection will be interrupted; If the 1st party refuses, the call continues normally to the 2nd party.

3- If the call expires, it opens and starts counting the minutes alone;

4- After doubling the call waiting time, if the 2nd attendant refuses, the call drops.
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