Recently we saw a few of our agents were not receiving the calls/notification for incoming conversations. Apart from checking the Routing Diagnostics, we can…
Below is how the notification appears to the agents for the incoming conversation. In case the app is in the background the agent might…
In this post I will explain how I initially connected Microsoft’s Dynamics 365 Omnichannel for Customer Service to Azure Communication Services and configured the…
By default, this is how the notification appears for the agent when he is logged in to the app and is available. There is…
Say for one the Advanced Queue of type Voice we have the following Overflow handling defined (the queue has only 1 user assigned to…
