web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

Community site session details

Community site session details

Session Id :
Power Platform Community / Forums / Copilot Studio / Transfer to Agent Rand...
Copilot Studio
Unanswered

Transfer to Agent Randomly Fails

(0) ShareShare
ReportReport
Posted on by 55

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,

 

Categories:
I have the same question (0)
  • TracyLivingston Profile Picture
    55 on at

    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.

  • Michael Vakoc Profile Picture
    on at

    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 

  • CU22081450-0 Profile Picture
    Most Valuable Professional on at

    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 

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Forum hierarchy changes are complete!

In our never-ending quest to improve we are simplifying the forum hierarchy…

Ajay Kumar Gannamaneni – Community Spotlight

We are honored to recognize Ajay Kumar Gannamaneni as our Community Spotlight for December…

Leaderboard > Copilot Studio

#1
Valantis Profile Picture

Valantis 430

#2
chiaraalina Profile Picture

chiaraalina 130

#3
S-Venkadesh Profile Picture

S-Venkadesh 68 Moderator

Last 30 days Overall leaderboard