Power Platform Community Forum Thread Details

Hi everyone,

I'm having an issue with D365 Workstream + Copilot Studio voice agent.

Yesterday, it was working fine, but today it stopped working. The call still routes to the correct workstream and AI agent, but instead of reaching the agent, it falls back to:

"We’re currently unable to process your call. We apologize for the inconvenience. Please try calling us again later."

What I’ve checked:

The agent works fine in Copilot Studio test.
The call log shows the session as Unengaged with turnCount = 0.

Categories:

General topics

@LP-23060804-0

If the session is showing Unengaged with turnCount = 0, it suggests the call is reaching the workstream but the voice runtime is failing before the Copilot agent can start the conversation.

A few things to check:

Verify the voice channel is still linked to the correct published version of the Copilot agent.
Republish the Copilot and re-save the workstream configuration, even if no changes were made.
Check whether any recent environment, licensing, or telephony configuration changes occurred.
Review Customer Service admin center diagnostics and call session details for any voice runtime or speech service errors.
If this was working yesterday and stopped without changes, it may also be a temporary service issue, so checking the Microsoft Service Health dashboard is worthwhile.

Are there any errors in the session diagnostics beyond the “Unengaged” status?