Troubleshooting OmniChannel Engagement Hub: Setup Issues

I’m a huge fan of the Omni Channel Engagement Hub. You may have gathered this fact if you’ve read previous blogs, seen previous posts or watched me demo the product. I see the Omni Channel Engagement Hub as a game changer – it’s much easier to get up to speed with than it’s counterpart USD (Unified Service Desk) and it has so much more to offer than standard D365 Customer Service. Omni Channel was demoed at the recent Microsoft Business Applications Summit (if you missed it you can catch up on it here) and I hope this will have whet the appetite for more people to start looking into how they can adopt this product.

With that being said, Omnichannel is not perfect, there are some issues which I have faced and numerous people have also faced during their setup and configuration of OmniChannel. To hopefully make the future journeys to the land of OmniChannel smoother, I’ve written this blog post. Lets have a look at some of these issues you may face when configuring OmniChannel:

Cannot locate OmniChannel Engagement Hub in the D365 administration centre:
One of the first steps in installing Omni Channel is creating a D365 Customer Service trial. This trial is meant to allow the Omni Channel Engagement Hub option to be displayed in the administration section in order for the product to be configured. However, what tends to happen is the OmniChannel solutions are deployed and the option is missing from the administration centre. In order to proceed, you must create another trial using the login details of the trial you created earlier. Yes, this means you will have two trials in the same tenant but now you will also have the OmniChannel option enabled in the administration centre.

Presence not loading
You’ve logged in as an agent and are waiting for the agent presence to load – in vain.

There are a few reasons this may happen:

Agent Settings

• Your agent does not have an OmniChannel Engagement Hub Agent role
• Your agent has not been assigned a default presence
• Your agent does not have a capacity set

Browser Settings

• You are testing Omni Channel in a browser that is not compatible with Omni Channel.
  Omni Channel Engagement Hub is compatible with Google Chrome and Microsoft Edge. If testing in another browser, please retest in Chrome or Edge.

Permissions

• You have not granted data access consent to your tenant
  Grant data access to your tenant. The link to the data access URL can be located on the Microsoft docs site.

Chat button is not displayed on the Portal or Web Page
Assuming the chat widget has been embedded within the web page, it is also important to ensure that the URLs being used by Omni Channel are not being blocked. The list of websites can be located here.

Plugin error : An error occurred in the PreLiveChatConfigCreatePlugin plug-in
While configuring the chat widget you may encounter the below plugin error message:

This error happens because OmniChannel is only partially installed on your tenant. i.e. the solutions have been installed but the solution in the administration centre has not been configured. To resolve this issue, browse to the administration centre, locate the Omni channel engagement hub option and configure Omni channel for the appropriate organisation. Detailed steps can be found on the Microsoft docs website.

Productivity Tools
Productivity tools should not be installed with any new trials of the Omni Channel Engagement Hub. This allows administrators to configure agent scripts and macros for agents to use. If the productivity tools option is missing from your environment, you may need to manually install the solution which is still available on app source.

Cases or Entity Records not appearing in Agent Dashboard
OmniChannel has an entity workstream which allows entities such as cases to be displayed on the agent dashboard. The entity record can either be automatically assigned to an agent and will have the same experience as a chat being assigned or can be automatically assigned to a queue where an agent can pick from the list of records which are still unworked. If you have already configured the routing rules and the record is being assigned to the queue but is not being displayed on the agent dashboard, it is likely that the entity workstream flow has not been updated. Follow the steps in this guide to resolve this issue:

These are some of the main issues faced when setting up or configuring OmniChannel. There is also a troubleshooting page regularly updated by the OmniChannel team that I would recommend referring to. Have you faced another issue not on this list? Comment below and let me know what the issue is and how you managed to solve it!