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D365_CWeiner
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Transfer to Agent error/not handing off in Omni-Channel

Hi there, I am trying to configure PVA with Omni-Channel. I have successfully connected it to my Omni-Channel instance in PVA. I am trying to handoff to agent and getting the following error in the PVA chat: "Sorry, we aren't able to serve you at the moment." The logged in Agent in Omni receives no notification of a hand-off attempt.

 

I see my bot in the default queue. I have setup a routing rule with the VaScape varible. What am i missing? Please see attached screenshots.

 

Any help is appreciated. Thank you.

 

Chad.

18 REPLIES 18

Forgot to mention that one other cause of this is if you have pre-chat surveys together with Bots. I have not personally verified with unused Context Variables but you can definitely try it out to remove those as well from Omnichannel.

@madriano Thanks for the help so far. So i've started back from out of box. I have removed the pre-chat survey and all context variables from the out of box default workstream which also has no routing rules. The Default queue is the only queue listed under "Omnichannel queues" and the only member is my bot user.

 

When i initiate a chat from my portal, i get the message that an agent will be with you and it displays your position in line but the conversation is not transferred to PVA.

I'm assuming you've waited 15mins or so for the data changes to sync?

@madriano  Yes it's been about 30 minutes since i've made the changes.

This thread has gone too deep. Taking it offline. We'll troubleshoot with the team and report back on our findings.

-Pawan

Hi did you manage to solve this?

Yes thank you!

Could you tell the fix please? 
I am having a similar issue 

 

thank you 

I entered a ticket with Microsoft and they fixed it

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