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Transfer to Agent error/not handing off in Omni-Channel

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Posted on by D365_CWeiner

Hi there, I am trying to configure PVA with Omni-Channel. I have successfully connected it to my Omni-Channel instance in PVA. I am trying to handoff to agent and getting the following error in the PVA chat: "Sorry, we aren't able to serve you at the moment." The logged in Agent in Omni receives no notification of a hand-off attempt.

I see my bot in the default queue. I have setup a routing rule with the VaScape varible. What am i missing? Please see attached screenshots.

Any help is appreciated. Thank you.

Chad.

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Publish & channel management

Bot Queue Rule It...

BotInQueue.jpg

ChatErrorMessage.jpg

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pawan-msft on at

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@D365_CWeiner - Thank you for using Power Virtual Agents. I reviewed the screenshots you supplied (very helpful!). Since you have added your bot and live agent in the same queue, per the documentation (link below) you do not need a routing rule.

Would you please remove the unnecessary routing rule and try again?

>> Link to product documentation - https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-bot-virtual-agent

Thank you,
Pawan

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D365_CWeiner 12 on at

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Thanks @pawan-msft . I have removed the routing rule and the conversation still is not transferred to an agent. No notification occurs and you almost immediately get the "Sorry, we aren't able to serve you at the moment.".

Your help is appreciated.

Chad

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dian74 63 Most Valuable Professional on at

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I have the exact same issue

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NicholasPlant 50 on at

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In general my hand off to the agent is working fine but I have had transient incidents when the transfer doesn't happen and you get the "sorry we are not able to serve you at the moment" message. My GUESS is that it is a problem within the MS Platform rather than your specific setup.

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Ashish2012 478 on at

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Got the same issue. 😞

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pawan-msft on at

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Thank you for your patience as we investigate this further. We tested this again and can't reproduce the issue on our end. We believe the issue is something specific with how your instance on Omnichannel is configured. We have engaged our counterparts in that team to help further. Please stay tuned!

Thank you,
Pawan

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D365_CWeiner 12 on at

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Thanks @pawan-msft . I am happy to jump on a quick Teams call to review my environment to help expedite the resolution. Would love to get this working and a few of us seem to be having the same issues. Would that be possible? Do you need the URL for my instance to review on the back end?

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Marvin Adriano Microsoft Employee on at

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Hi all,

This is currently a known issue in Omnichannel and the fix is being validated. For the meantime, the workaround to this issue is to minimize the context variables (in addition to the OOB variables [va_]). See attached screenshot

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D365_CWeiner 12 on at

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@madriano i am not sure i'm following what you mean by minimize. When i initiate a transfer to agent in PVA, i only see the OOB variables.

I am using the default queue and have the following context variables? Do these need to be changed?

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Marvin Adriano Microsoft Employee on at

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Forgot to mention that one other cause of this is if you have pre-chat surveys together with Bots. I have not personally verified with unused Context Variables but you can definitely try it out to remove those as well from Omnichannel.

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