Skip to main content

Notifications

Announcements

🌸 Community Spring Festival 2025 Challenge & Updates🌸
News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Omnichannel with problems
Microsoft Dynamics CRM (Archived)
Under review by Community Managers

Under review

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

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.
Categories:
Other

Helpful resources

News and Announcements

🌸 Community Spring Festival 2025 Challenge & Updates🌸

Quick Links

🌸 Community Spring Festival 2025 Challenge 🌸

WIN Power Platform Community Conference 2025 tickets!

Jonas ”Jones” Melgaard – Community Spotlight

We are honored to recognize Jonas "Jones" Melgaard as our April 2025…

Kudos to the March Top 10 Community Stars!

Thanks for all your good work in the Community!

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 294,079 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 232,860 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,158 Moderator

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans