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D365 Omnichannel: Agent Presence Not Loading/Showing

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Posted on by D365EL

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Hello Community,

We are having issue with getting the agent presence to work. See screen shots and error messages below.

We have performed all the correct steps, and have followed and checked all the troubleshooting steps according to this Microsoft documentation: https://learn.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-omnichannel-customer-service#user-presence-isnt-loading-or-its-showing-unknown

We have checked the Channel Provider URL, assigned the required security roles, assigned the capacity and default presence value for the agent, etc.

We have also tried the approach in this blog article: https://nishantrana.me/2022/03/10/fixed-user-presence-not-working-customer-service-workspace-omnichannel-dynamics-365-crm/

Unfortunately we are still stuck with the same issue. The presence dropdown is not displaying any presence values. Does anyone know what else might be wrong and how we could resolve this? Thank you.

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Omnichannel

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vcb 2 on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

I was facing the same issue for a specific user but not others.

I found in the network trace a 401 Unauthorized request to https://[org].crm.dynamics.com/api/data/v9.0/CCaaS_GetCommunicationToken

and within the response this message "User [guid] doesn't have required persona or roles"

I was able to solve the issue by adding a role associated with the agent persona (Role persona mapping) to the user.

Also, the user facing the problem was not shown in the "Enhanced user management" indicating the user was not in any personas.

Hope it help.
Community member 2 on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

I ran into a similar issue. Did you manage to resolve it?
bac26 2,268 on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

Make sure capacity is not low in the admin center as well
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muhammad tariq 41 on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

Clear browser cache: Clearing your browser cache can help resolve display issues. Try clearing your cache and then refreshing the page to see if the agent presence loads correctly.
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PerezAguiar on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

Hey

As stated previously, you should test using another browser and open a support request to Microsoft's Customer Service team.

On the other hand, you have an interesting message there: Authentication issue. You can start by enabling the Developer Tools and check for any 401,403, 404 error message on the network trace. Seems like when doing a call on AzureAD, you're getting an error (probably due to Conditional Access policy? )

Regards,
Leah Ju Microsoft Employee on at

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D365 Omnichannel: Agent Presence Not Loading/Showing

Hi Partner,

Have you tried to use other browser to test it？

If all your configurations have been checked and the error persists, i would suggest that you can open one support ticket for Microsoft support:

Get Help + Support - Dynamics | Microsoft Docs