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Transfer to Agent Randomly Fails

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Posted on by TracyLivingston

We've been using PVA for several months and it was working fine with the transfer to live agent in Omni Channel for a period time but has since been failing. Now the chat widget immediately says "transferring to a live agent" but the request never connects to the agent in Dynamics/OmniChannel.

It took me weeks to get the integration working correctly and it's very frustrating that nothing has changed in the environment but it's failing to make the connection to live agents and provides no errors or information.

Has anyone experienced PVA making the connection to live agents, then randomly failing, and better yet a solution?

Thanks,

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CU22081450-0 Most Valuable Professional on at

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Hi @TracyLivingston ,

Not yet. 😞

Do you know if your credentials/license for PVA and OmniChannel was changed?

If you want, you can open a ticket to the PVA team, they can help you to understand better your issue behind your bot: https://powervirtualagents.microsoft.com/en-us/support

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Michael Vakoc Microsoft Employee on at

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Hi @TracyLivingston I reached out via direct message. Apologies for the inconvenience. We will need more details to get to the bottom of this.

Michael

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TracyLivingston 55 on at

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Hi Renanto,

None of the credentials have changed although we did add Omni licenses, but existing licenses and users did not change. It appears there are more than one issue. Now the VA doesn't engage at all and simply sends the message that a live agent will be with you momentarily. I'll submit a ticket to PVA support as well. Thanks for the link.

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