Agent Notification Sounds?

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Posted on by gauthis

We have Omnichannel for Customer Service installed in just about all of our environments, including production. As of last Friday, all of our agents have stopped getting sounds with their Incoming Call notifications even though notification sounds are still enabled. As you can imagine this is leading to missed calls, and is a rather big issue.

It does look like this solution was updated Omnichannel CCaaS Voice API (1.10.0.40) right around the time this might have broken, maybe related?

Any ideas?

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gauthis 15 on at

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Agent Notification Sounds?

We've received no information from Microsoft w.r.t. this.

We were in the process of implementing our own temporary fix when we realized notifications were working again.

It's a bit concerning to say the least, especially for a production environment.
mattheba 38 on at

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Agent Notification Sounds?

Do you have any insight as to how this got fixed?

In my tenant, calls stopped getting distributed to agents and then suddenly worked a week later, without any explanation.

This has happened twice now in the last few months and Microsoft still have not given us an incident report.

I wonder if your issue suddenly fixing relates to mine.
Yoan L 46 on at

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Agent Notification Sounds?

Thanks for the information Sebastien.
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gauthis 15 on at

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Agent Notification Sounds?

If anyone cares, out of the blue these started working again.