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Troubleshoot bug in Omnichannel for Customer Service

• Article
• 04/27/2022
• 20 minutes to read

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In this article

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and appoint with their customers across digital messaging channels. An boosted license is required to admission Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Client Service pricing program pages.

Important

The Omnichannel Administration app won't exist supported after April 30, 2022, and will exist deprecated in a futurity release. Nosotros recommend that you utilise the Omnichannel admin eye app. The latest features, such as unified routing and vocalization channel, can be configured and used but in this admin app. For more than information almost the deprecation announcement, see Omnichannel Assistants app is deprecated.

Introduction

Use the following list of troubleshooting topics to rapidly find information to solve your event.

The instance isn't available to select on the provisioning application

Issue

For security, reliability, and functioning reasons, Omnichannel for Customer Service is separated by geographical locations known as "regions". The provisioning webpage but displays instances in the same region, so you lot might experience problems where you don't see all the instances from the Organization selector if you take instances in more than one region, and you provision Omnichannel for Customer Service without selecting the correct region.

Resolution

Go to the Power Platform admin eye (https://admin.powerplatform.microsoft.com/). Aggrandize Resources, and select Dynamics 365. Select the region in the upper-right corner and select a new region from the dropdown list.

The portal volition reload when you alter the region. After it has finished reloading, go to Applications > Omnichannel for Customer Service, and then do the provisioning steps.

The provisioning awarding you are directed to is associated with the region you chose, and all instances located in that region are displayed every bit options for provisioning.

Omnichannel provisioning fails due to expired Teams service principal

Issue

If your tenant has an expired Microsoft 365 license, then the provisioning of Omnichannel for Customer Service will fail in your organisation.

Resolution

To avoid the provisioning failure, y'all must remove the Microsoft Teams service principal and Skype Teams Calling API Service in Azure Agile Directory (Azure Advertizing), and add information technology dorsum. Follow the steps to remove the services.

1. Identify the services in Azure Ad.

2. Use PowerShell to remove Microsoft Teams and Skype Teams Calling API Service.

3. Add the service primary back.

Identify the services in Azure Ad

1. Sign in to the Azure portal.

2. Select Azure Active Directory in the left pane.

3. Select Enterprise Applications.

4. In the search criteria, select All Applications and Disabled in Application Type and Application Condition.

5. In the search box, enter the application ID cc15fd57-2c6c-4117-a88c-83b1d56b4bbe for Microsoft Teams.

   

6. In the result that appears, copy the Object ID, and save information technology. Ensure that the awarding ID is cc15fd57-2c6c-4117-a88c-83b1d56b4bbe every bit this ID is same for every tenant.

7. At present, search for Skype Teams Calling API Service past entering its awarding ID 26a18ebc-cdf7-4a6a-91cb-beb352805e81 in the search box.

   

8. In the result that appears, copy the Object ID. Make sure that the application ID is 26a18ebc-cdf7-4a6a-91cb-beb352805e81.

Use PowerShell to remove Microsoft Teams and Skype Teams Calling API Service

1. Select Offset, type PowerShell, and right-click Windows PowerShell and select Run equally administrator.
   

2. Select Aye on the User Control dialog to allow the application to make changes.

3. Type the Install-Module AzureAD control in the PowerShell window, and press Enter. This control installs the PowerShell commands for interacting with Azure Active Directory.
   

4. PowerShell prompts whether to trust the repository. Type Y for aye and press Enter.
   

5. Blazon the Connect-AzureAD control in the PowerShell window, and press Enter. This establishes a connection with the tenant's Azure Active Directory, so y'all can manage it using PowerShell.

6. Sign in to your organization equally a tenant admin.

7. Run the Remove-AzureADServicePrincipal -ObjectID <ObjectID> command in the PowerShell window twice, one each for Microsoft Teams and Skype Teams Calling API Service. Replace <ObjectID> with the object ID you had stored earlier. This control deletes the expired Teams service and Skype Teams Calling API Service from Azure Active Directory.

   Note

   Right click in the PowerShell window to paste the Object ID.

The Microsoft Teams Service and Skype Teams Calling API Service are removed from your organization. Yous tin try to provision Omnichannel for Customer Service again.

Add together the service principal for the Permission service app

After removing the expired Microsoft Teams license from the tenant, you can add together the chat to the tenant again by doing the following:

1. Run the following commands in the PowerShell window:

   Login-AzureRmAccount

   $appId="6d32b7f8-782e-43e0-ac47-aaad9f4eb839"

   $sp=Go-AzureRmADServicePrincipal -ServicePrincipalName $appId

   if ($sp -eq $null) { New-AzureRmADServicePrincipal -ApplicationId $appId }

   Offset-Process "https://login.microsoftonline.com/common/adminconsent?client_id=$appId"

2. In the browser window that appears, sign in to your organization as a tenant admin to grant the admin consent.

   Annotation

   Ignore the error page that appears with the bulletin "no answer URLs configured".

3. Sign in to the Azure portal as a tenant admin to enable Azure Ad for user sign-in.

4. Go to Azure Active Directory > Enterprise Applications.

5. In the search box, enter 6d32b7f8-782e-43e0-ac47-aaad9f4eb839 for the application ID. The Permission Service O365 is listed.

6. Select the app, go to the Properties tab, and turn on the Enabled for users to sign-in toggle.

The chat is added to the tenant once more.

Errors occur when I effort to open Omnichannel for Customer Service or Customer Service workspace with Omnichannel enabled

Issue

As an amanuensis, when yous log in to the Omnichannel for Customer Service application or when you log in on Customer Service Workspace with Omnichannel enabled, you see error messages.

Resolution

When you open the Omnichannel for Customer Service application or Customer Service workspace with Omnichannel enabled, the system performs a variety of tasks including logging in to Omnichannel, preparing for notifications, and setting your presence. If the system encounters whatever errors while performing these operations, they are displayed on the user interface.

If you get any of the errors listed beneath, check if Security Defaults is turned on. If it is turned on, the amanuensis should have the correct authentication gear up. Alternatively, Security Defaults tin be switched off if it is not required.

To learn more than about Security Defaults, see the topic What are security defaults?

If your tenant is configured with Azure Security Defaults, make sure your users have multi-factor authentication set upwardly on their accounts. Otherwise, they might see a unmarried sign-on error. To learn more than about Azure Security defaults, run into What are security defaults ?

Error letters

• There was a problem with your single sign-on account. Please sign out of all Microsoft Dynamics 365 apps and sign in again. If this continues, have your administrator contact Microsoft Back up with client session ID.

• Something went wrong while authenticating—please try again. If this continues, have your administrator contact Microsoft Support with the client session ID.

• We couldn't become your authentication token—please attempt once again. If this continues, have your ambassador contact Microsoft Support with the client session ID.

• We couldn't gear up notifications—delight effort again. If this continues, have your ambassador contact Microsoft Back up with the client session ID.

• We couldn't set up presences—please endeavor once more. If this continues, accept your administrator contact Microsoft Back up with the client session ID.

• Something went wrong while setting up your workspace—please try once more. If this continues, take your administrator contact Microsoft Support with the client session ID.

• We couldn't set up presences due to missing roles — Ask your administrator to grant you Omnichannel roles. If this continues, have your administrator contact Microsoft Support with the client session ID. To learn more about security roles, see Assign roles and enable users for Omnichannel for Customer Service.

• We couldn't get your hallmark token — Your Teams subscription has expired, delight contact your admin to renew it. If this continues, have your admin contact Microsoft Support with the Client Session ID:{0}. To resolve the event, follow the steps in Omnichannel provisioning fails due to expired Teams Service Principal.

Issue

Omnichannel solutions are installed in your environment when you receive a new trial arrangement. However, when you try to create a conversation widget, Facebook page, or social channel in the Omnichannel Administration app, mistake messages like to the following might be displayed:

• An error occurred in the PreLiveChatConfigCreatePlugin plug-in.
• An mistake occurred in the PostOperationFacebookCreatePlugin plug-in.

Resolution

These errors occur considering though the solutions are already installed in your environs, they demand to be activated before y'all tin start using them. To provision the solutions, perform the steps outlined in Provision Omnichannel for Client Service.

Unable to deploy custom solution containing Agentscript solution

Effect

When you try to deploy a custom solution, it fails on account of a dependency on the Agentscript solution, which is part of Omnichannel for Customer Service.

Cause

The Agentscript solution has been deprecated and was non present in the target environment. It has been replaced past the msdyn_Agentscripts solution.

Resolution

We recommend that y'all remove all references of the Agentscript solution from the custom solution, and then reimport the solution.

Power Virtual Agents bot conversations appear every bit active on dashboard even after customer has ended conversation

Issue

Conversations for Ability Virtual Agents bot cannot be ended in Omnichannel for Customer Service and therefore will be seen every bit active on the supervisor dashboard even afterwards they have been closed.

Resolution

Yous tin configure a context variable that will explicitly end the bot conversation in Omnichannel for Customer Service afterward customers close the chat window. In Power Virtual Agents, create a standalone topic for CloseOmnichannelConversation context variable with the variable property set up to global. Invoke the topic in another topic that you've configured for the bot.

Though the chat volition exist airtight in Omnichannel for Customer Service, it volition non be airtight in Power Virtual Agents and appear in the Escalation rate drivers KPI in Power Virtual Agents Analytics dashboard.

Important

Make sure that you take access to Power Automate to configure a flow so that the bot conversation in Omnichannel for Customer Service can be ended.

To configure ending a bot chat, perform the following steps:

1. In Power Virtual Agents, for the selected bot, configure a new topic.
2. Select Go to authoring sheet, and in Add node, select Call an action, and and so select Create a flow.
3. On the Power Automate window that opens on a new tab, do the post-obit:
   1. In the Return value(s) to Power Virtual Agents box, select Add an input, and then select Aye/No.
   2. In the Enter title box, enter CloseOmnichannelConversation, which is the Omnichannel for Customer Service context variable name.
   3. In the Enter a value to respond box, select the Expression tab, and then enter bool(true) to build the expression, and select OK.
   4. Save the changes, and so exit Power Automate.
4. In the topic that yous were editing, select Telephone call an activeness again, and then in the list, select the catamenia that you created.
5. In Add node, select Stop the chat, and then select Transfer to agent. >
6. Go to the topic in which you demand to invoke the topic for ending the bot chat in Omnichannel for Customer Service, and apply the Become to another topic choice in Add a node.
7. Select the topic that you created for ending the bot conversation.
8. Save and publish the changes.

Additionally, you can configure automated messages in Omnichannel for Customer Service that volition exist displayed to the customer afterwards the conversation ends.

Unable to connect the Ability Virtual Agent bot to a voice workstream

Issue

An mistake message similar to the following is displayed on the PVA dashboard when you are configuring the hand-off between Power Virtual Agents bot and the Omnichannel vocalization workstream:

"Your bot doesn't have access to all the required variables and actions. Ask your admin about installing the Omnichannel package or follow this footstep-by-step walkthrough".

Resolution

If you haven't installed the required extensions, you'll run across a message that your bot doesn't have admission to the variables or actions it needs. You must install the following extensions in the specified gild for the hand-off to work:

1. Power Virtual Agents telephony extension
2. Omnichannel Ability Virtual Amanuensis extension
3. Omnichannel Voice Power Virtual Amanuensis extension

Issue

Chat icon doesn't load on the portal. The chat icon URL which was configured as default doesn't load.

Resolution

You tin use an icon of your choice by specifying the link of the icon in the Conversation widget configuration page. Perform the steps outlined in Configure a chat widget.

Conversation non getting initiated on starting a new chat from portal

Issue

A message stating Deplorable, we're not able to serve you lot at the moment is shown to the customers when they start a nautical chart on the portal. The possible issues might be one of the following:

• Agents not configured in the queue.

• Allowed Presence is not updated in the work stream: The default work streams that are shipped out-of-the-box, does not accept Allowed Presence values in the piece of work stream.

  

Resolution

As an administrator, make sure of the following:

• Bank check that agents have been added to the queues. For data on calculation agents to queues, see Create queues in Omnichannel admin center

• For the associated workstream, bank check that the Allowed Presence option has values in the Work distribution area. More information: Configure work distribution

Issue

Chat widget does not load on the portal. At that place are multiple reasons this may happen. This section includes five possible resolutions.

Resolution 1: Location option

The Location choice for the conversation widget might exist configured incorrectly.

Delete the location in Widget location, and then recreate it.

To delete and add Widget location for the chat widget, do the following:

1. Sign in to the Omnichannel Administration app.

2. Go to Assistants > Chat.

3. Select a chat widget from the list.

4. Select the Location tab.

5. Select a record in the Widget Location section, and then select Delete.

6. Select Salve.

7. Select Add in the Widget Location section to add a record. The quick create pane of the chat widget location appears.

8. Specify the post-obit.

   Field	Value
   Title	Blazon the title of record.
   Value	The website domain where the chat widget must be displayed. The domain format should not include the protocol (http or https). For example, the website is https://contoso.microsoftcrmportals.com. At present, the value is contoso.microsoftcrmportals.com.

9. Select Save to salvage the record.

10. Go to the website and check whether the chat widget loads.

Note

The chat widget requires session storage and local storage to be functional in your browser. Make sure you have cookies enabled in your browser and then these services can work properly.

Resolution 2: Remove location

Alternatively, try removing the conversation widget location.

Resolution three: Clear portal cache

Clear the portal cache by doing the following:

1. Go to your portal and sign in as a portal administrator.

   

2. Add the post-obit to the end of your portal URL:

   /_services/about

   For case:

   https://contoso.powerappsportals.com/_services/about

3. Select Clear cache.

   

4. Reload the portal.

   Besides, make certain that your web browser allows third-party cookies.

Resolution 4: Sync portal configurations

To sync portal configurations, practice the post-obit:

1. Become to https://make.powerapps.com.

2. Find and select your portal, and and then choose Edit.

   

3. Select Sync Configuration.

   

Resolution 5: Restart portal

Restart the portal past doing the following:

1. Go to https://make.powerapps.com.

2. Select your portal, and and so under Advanced options, choose Settings > Administration.

   

3. Select Restart.

   

Agents non receiving chat in Omnichannel for Customer Service

Issue

As an amanuensis, yous aren't receiving chat in the Omnichannel for Customer Service app. The upshot is caused when y'all receive the chats in Client Service Hub app.

Resolution

You must remove the Client Service Hub app from the channel provider configuration in the Channel Integration Framework app.

1. Sign in to Channel Integration Framework.
2. Select the record that is related to omnichannel.
3. Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.
4. Select Save to relieve the record.

Conversation is stuck in wrap-upward state

Upshot

As an agent or a supervisor, y'all see that some conversations are stuck in the wrap-up state in your Omnichannel Amanuensis Dashboard or Omnichannel Ongoing Conversations Dashboard.

Resolution

When conversations are ended by the agent or client, they transition to the wrap-upwards country. In order to shut the chat, the primary agent assigned to the conversation needs to close the conversation in the session console. To larn more nigh closing sessions, see Manage sessions in Omnichannel for Customer Service. To learn more about the wrap-upwardly chat state, see Empathize chat states in Omnichannel for Customer Service.

Dashboards exercise not appear in Omnichannel for Customer Service active dashboards view

Issue

When you apply the Omnichannel for Customer Service app on Unified Service Desk or on web, the Active Omnichannel Agent Dashboard view doesn't show certain dashboards similar Tier 1 Dashboard, Tier 2 Dashboard, Knowledge Manager, and My Knowledge Dashboard.

Resolution

Every bit a system customizer or ambassador, you must manually add these dashboards using app designer.

To add the dashboards using app designer, follow these steps:

1. Go to https://<orgURL>.dynamics.com/apps.
2. Select the ellipsis (...) button in the Omnichannel for Client Service app tile.
   
3. Select Open IN APP DESIGNER. The App Designer opens in a new tab.
4. Select Dashboards in the canvas area. The Components pane in the right side shows the list of Classic Dashboards and Interactive Dashboards.
5. Select the following dashboards under Interactive Dashboards.
   
   • Noesis Managing director
   • My Knowledge Dashboard
   • Tier 1 Dashboard
   • Tier 2 Dashboard
     
6. Select Save and then select Publish.

Agent dashboard isn't loading or is giving an authorisation error

Effect

The issue might happen due to the following reasons:

• Azure Active Directory consent is non available for Omnichannel for Customer Service app.
• Amanuensis doesn't the Omnichannel agent part privileges.
• Agent is not assigned to any queue.

Resolution

Perform the following:

• Contact your administrator to verify Azure Active Directory consent is given to the Omnichannel for Customer Service application on your tenant. Get to Qualify access to get access. To larn more than, run into Provide data access consent.
• Ensure the agent account has the role Omnichannel Amanuensis. For more information well-nigh the relevant roles, see Understand roles and their privileges.
• Ensure the agent account is assigned to at least one queue in the Omnichannel Administration app. To learn more than, see Manage users in Omnichannel for Customer Service.

An fault occurred in the communication panel

Issue

After yous sign in to the Unified Service Desk client application, you see the following error message.

An error occurred in the Communication console. Restart Unified Service Desk and effort again. (Error Code - AAD_ID_MISMATCH - Azure ADID mismatched with logged-in user id)

While signing in to Unified Service Desk you must enter the Customer Service app credentials and sign in, and again, you lot are shown a dialog to enter credentials to connect to Dataverse server. When you lot enter different credentials, this effect occurs.

Resolution

If yous employ Chrome process to host applications, become to C:\Users\<USER_NAME>\AppData\Roaming\Microsoft\USD and delete the CEF binder. Now, sign in to Unified Service Desk client awarding and try again.

Communication panel doesn't load in Omnichannel for Customer Service app

Issue

Advice panel doesn't load in Omnichannel for Customer Service app:

• When a record doesn't exist in the Aqueduct Integration Framework app.
• When configurations don't sync.

Resolution

• Create a Channel Integration Framework record with the post-obit values.

  Field	value
  Name	Omnichannel
  Characterization	Omnichannel
  Aqueduct URL	<Conversation command cdn url>?uci=truthful&env=<env>&ocBaseUrl=<oc endpoint>&ucilib=<crm org url>/webresources/Widget/msdyn_ciLibrary.js
  Enable Outbound Communication	No
  Channel Order	0
  API Version	ane.0
  Select Unified Interface Apps for the Channel	Omnichannel for Customer Service
  Select the Roles for the Channel	Omnichannel administrator Omnichannel agent Omnichannel supervisor

  To learn how to create a record, see Configure a channel provider for your Dynamics 365 arrangement.

• To sync the configurations, remove the channel and roles, add together them again and save the record.

  1. Sign in to the Dynamics 365 apps.
  2. Select the dropdown button on Dynamics 365 and select Aqueduct Integration Framework.
  3. Select the Omnichannel record from the listing.
  4. Remove Omnichannel for Customer Service from the Select Unified Interface Apps for the Aqueduct section.
  5. Add Omnichannel for Customer Service once again in the Select Unified Interface Apps for the Channel section.
  6. Remove Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator from the Select the Roles for the Channel section.
  7. Add together Omnichannel agent, Omnichannel supervisor, and Omnichannel administrator again in the Select the Roles for the Aqueduct section.
  8. Select Relieve to save the record.
  9. Sign in to Omnichannel for Customer Service app and cheque if the communication panel loads.

User presence isn't loading or it'southward showing unknown

Outcome

The issue might happen due to the following reasons:

• Cookies are blocked in the browser.
• Azure Active Directory consent is not available for Omnichannel for Customer Service app.
• Agent doesn't have the Omnichannel agent role privileges.
• Chapters and default presence are not set.

Resolution

Perform the post-obit:

• Ensure that cookies are not blocked in the browser in any manner then that amanuensis and supervisor presence can piece of work properly.
• Contact your administrator to verify Azure Agile Directory consent has been given to the Omnichannel for Customer Service awarding on your tenant. For more information, run across Provision Omnichannel for Customer Service.
• Ensure the agent business relationship has the Omnichannel Agent part assigned. For more information, see Assign roles and enable users in Omnichannel for Customer Service.
• Ensure the amanuensis account has values fix for Capacity and Default presence. To acquire more, encounter Create and manage users and user profiles.

Pre-imported Unified Service Desk configurations in Client Service organization

Outcome

Dynamics 365 Customer Service organization that you create from demos.microsoft.com have pre-imported sample Unified Service Desk configuration.

If you lot import the Unified Service Desk - Omnichannel for Client Service parcel without deleting the existing configuration in the new demo org, you run into an fault after signing in to Unified Service Desk-bound client awarding. The reason for the issue is multiple sample Unified Service Desk configurations cannot exist in a Customer Service case.

Resolution

You must delete the existing sample solutions before importing the Omnichannel for Customer Service - Unified Service Desk-bound parcel. The pre-imported sample solutions are as follows:

• USDISHCustomization or USDWebClientCustomization (one of these solutions would exist present depending on the org template)
• USDUnifiedInterfaceCustomization
• DynamicsUnifiedServiceDesk
• UiiForMicrosoftDynamicsCRM

After you lot delete the solutions, import the Unified Service Desk-bound - Omnichannel for Customer Service parcel.

To delete the solutions, follow these steps:

1. Sign in to the Dynamics 365 example.
2. Choose Settings > Solutions on the nav bar.
3. Select ane of the solutions on the Solutions page past selecting the check box, and so choose Delete. Y'all are prompted to confirm uninstalling a managed solution. Choose OK to proceed.
   
   • USDISHCustomization or USDWebClientCustomization (i of these solutions would be present depending on the org template)
   • USDUnifiedInterfaceCustomization
   • DynamicsUnifiedServiceDesk
   • UiiForMicrosoftDynamicsCRM

     Note

     You must delete the solutions in the following order:

     1. USDISHCustomization or USDWebClientCustomization
     2. USDUnifiedInterfaceCustomization
     3. DynamicsUnifiedServiceDesk
     4. UiiForMicrosoftDynamicsCRM2011

     You must follow the order to remove the solutions because some of the components in the solution depend on the components in the other solution.

4. Later the solution is removed, echo the steps to delete the other solutions.

Unable to launch Unified Service Desk client application

Issue

When you lot sign in to Unified Service Desk, you see the following error.

APPLICATION_HOST_ERR_NO_CONFIGURED_APPS: applications are configured for your use.

The issue is due to the bundle deployment failure.

Resolution

Y'all must deploy the Unified Service Desk - Omnichannel for Customer Service package again. To learn more, see Deploy Unified Service Desk-bound – Omnichannel for Customer Service bundle.

Conversation command becomes bare

Issue

Conversation widget becomes blank while swapping betwixt browser tabs in Google Chrome or Chromium-based Microsoft Edge.

Resolution

Upgrade your browser version every bit per the system requirements of Dynamics 365 Channel Integration Framework version 2.0. To learn more than, see Organization requirements.

Afterwards Omnichannel for Customer Service is provisioned, I get an authentication error on the amanuensis dashboard.

Issue

The post-obit mistake message is displayed on the agent dashboard after I provision Omnichannel for Client Service.

Something went wrong while authenticating—please endeavour again. If this continues, take your administrator contact Microsoft Support with the customer session ID.

Resolution

The issue occurs when you rename the org URL merely don't update the channel URL after you've provisioned Omnichannel for Client Service.

1. Go to https://make.powerapps.com.

2. On the left pane, select Apps, then from the applications list, select Omnichannel for Customer Service.

3. Select the ellipsis (...) button, gyre downwards the list, and select App profile manager.

4. Select the administrator app (either Customer Service workspace or Omnichannel Administration), and and so select Aqueduct provider. The Agile Channel Providers list is displayed.

5. Practise the following:

   • Make sure that the omnichannel channel provider tape is listed and is in the active land. If the omnichannel record is non active, select the record, so select Actuate on the menu bar.
   • On the General tab of the omnichannel record, make sure that the Aqueduct URL field includes the org information equally shown in the following example:
     https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=https://org749544d7-crm.omnichannelengagementhub.com&ucilib=https:// <org>.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

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Source: https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service