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: 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...
Possibility to control hold music volume for Agent making an Outbound call
Agenta are making outbound calls in D365 Omnichannel for Customer Service. We would like to have the ability to control the volume of the hold music that the agent hears while making an outbound call. The ringback/hold music played before the customer answers is too loud, and there is no optio...