Transfer to agent error

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Posted on by Community Power Pla... Microsoft Employee

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Community Power Pla... Microsoft Employee on at

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Anyone?

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chass Microsoft Employee on at

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Adding @ggupta

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Marvin Adriano Microsoft Employee on at

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

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Community Power Pla... Microsoft Employee on at

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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.

@madriano Any idea here? Thanks in advance!

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Marvin Adriano Microsoft Employee on at

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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 )

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Community Power Pla... Microsoft Employee on at

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

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Community Power Pla... Microsoft Employee on at

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

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

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Community Power Pla... Microsoft Employee on at

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

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Community Power Pla... Microsoft Employee on at

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Ping @madriano @chass
Any ideas?

Thanks again

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chass Microsoft Employee on at

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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

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