Don't automatically map cases to phone calls
Currently, if a call comes in for a customer with an open case, that case is automatically set on the conversation form. For some customers, that doesn't make sense as they'd like to create a new case for each call. Unfortunately, the custom control that displays the case can't be cleared with...
Call Agent should persist if there's a survey.
Currently, if a post call survey is initiated, the conversations' agent is changed to the Survey Bot. It would be better if the human agent persisted for better wrap up experience and reporting.
When a call such as the above is in wrap up, the normal wrap up rules for the huma...
Incoming call: notification sound should be louder
A sound about incoming notification should be louder.
At this moment it is too quiet, even if in the omnichannel settings and the personal settings are set to maximum.
Incoming call: notification window should be bigger
An incoming call window should be bigger or the size of the window should be customizable by the Omnichannel admin. At this moment it is too small and agent can miss a notification.
Visibility of calls received when a channel is closed
Currently, if operating hours are set by channel (instead of queue) there is no way to see how many calls have hit the channel while it was closed. This creates a huge gap in reporting. There are no records created anywhere at all in any entity (conversations etc) whenever a call is received t...
UI to manage record identification rule configuration (Voice Channel)
The Record identification rule is configured as Fetch XML in the column "msdyn_recordidentificationrule" in table "Workstream" (msdyn_liveworkstream). As a key user, I want to configure this rule for my workstreams as part of the Customer Service Workspace Admin application.
Omnichannel voice: connection between agent/customer and active conversation form performance
It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on impro...
Omnichannel voice: new attribute needed -> date when Agent clicks Accept button for incoming session
Is it possible to add a new attribute that will save the date when the Agent clicks on accept button (for incoming session)? I know that there is the attribute called msdyn_agentacceptedon (msdyn_ocsession entity), but the field saves the date when active conversation form is loaded, and the c...
Omnichannel Voice - Modify agent presence when accepting a consult session (call)
- When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
- As the presence remains available, calls from queues in which the agent might be present are still presented.
- This does not seem logic as normally when being in a call yo...
STATUS DETAILSNew
Increase disconnection time
Calls are currently disconnected after two hours (as explained on Microsoft docs). It would be useful to have this configurable, or at least have the ability for it to be increased upon request.