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Transfer to agent error

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  • chass Profile Picture
    chass on at
    Re: Transfer to agent error

     

    At this point i would raise a support ticket as seems specific to your environment. 

    Please create a support ticket using the admin portal 

    https://portal.office.com

     

     

     

  • Re: Transfer to agent error

    Ping @madriano  @chass 

    Any ideas?

     

    Thanks again

  • Re: Transfer to agent error

    @madriano @chass Is there anyone I can contact regarding this issue that can help me? Been stuck on this issue for weeks now. Thanks ! 🙂

  • Re: Transfer to agent error

    I have followed all the steps here. Still no luck.

     

    https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-bot-virtual-agent

     

  • Re: Transfer to agent error

    @madriano This are the 3 licences I have. (They are not expired). I think it should be enough?

     

    licence.png

  • Re: Transfer to agent error

    It's possible that you have an expired Office license? If so, please take a look at this documentation

    https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service#step-1-identify-teams-service-principal-in-azure-active-directory

     

    One thing to note is that there's some missing service principal that needs to be removed:

     

    Skype Teams Calling API Service ( This should be removed only if it is disabled and exists in the Enterprise Applications, Application Id - 26a18ebc-cdf7-4a6a-91cb-beb352805e81 )

  • Re: Transfer to agent error

    Thanks for you reply.

     

    I have been following these 2 guides step by step (transfer to Agent Trigger, creating the routing rule, etc etc.). 

    https://medium.com/hitachisolutions-braintrust/extend-omnichannel-chat-to-bot-power-virtual-agent-part-1-901cc3f43c2d

    https://medium.com/hitachisolutions-braintrust/extend-omnichannel-chat-to-bot-power-virtual-agent-part-2-3edfaadfb7d8

     

    However, The "Launch Presence dialog"-button is inaccessible - so OmniChannel does not gets activated, so there is no chat windows coming up.

     

    omni.png

     

    @madriano Any idea here? Thanks in advance!

     

  • Re: Transfer to agent error

    The Application ID that you created in Azure is it in the same tenant?

  • chass Profile Picture
    chass on at
    Re: Transfer to agent error

    Adding @ggupta

  • Re: Transfer to agent error

    Anyone?

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