Even the most robust tools, including Teams PowerPack - CX, can encounter occasional delays. For instance, due to limitations with how Microsoft Graph and Teams relay information, there may be a brief lag (usually just a few minutes) between when your Teams presence status updates in the client and when the Teams PowerPack - CX, detects it.
This is a documented Microsoft behavior (https://learn.microsoft.com/en-us/graph/api/resources/subscription?view=graph-rest-1.0#latency), but we're constantly working with them for improvements.
Unexpected Incoming Calls
- Issue: Agents receive calls while showing a presence status indicating they shouldn't receive calls
- Solution: As a temporary fix, the agent can opt-out of the queue and then restart Teams to force a presence status update. This will ensure their status accurately reflects their availability
Missing Callers
- Issue: An agent answers a call, but there's no one on the other line
- Possible Causes: This can occur if the call has been transferred to another agent or the caller disconnects right before the agent answers. It might happen more frequently when calls are answered near the end of the timeout period set in the Admin Console
- Solution: The best approach is to answer calls as soon as the notification appears. If you encounter a silent call, check with a supervisor or the Wallboard/Callbacks tool to see if the call went to another agent or if a callback is needed
Stopping Call Flow
- Issue: An agent needs to stop receiving calls
- Solution: Agents can utilize the Skills Opt In/Out feature within Sidekick to temporarily opt out of specific skills. Additionally, agents set to specific presence statuses like Do Not Disturb, In a Call, Busy, or Away won't receive calls. Administrators can configure these statuses within the Admin Console under "Settings"
FAQs
- Can I run the CX Sidekick App while Teams is running?
Yes, the App can be started while running Teams and the next call will show the Screen pop as expected.
- Will calls still reach the user even if the CX - Sidekick App is not running on the user computer?
Calls will reach the user and be monitored on the Supervisor wallboard and reports whether the user has the CX Sidekick application running or not.
- How do I know if a new version of the CX - Sidekick app is available?
Upon new version becoming available, the app will display a message as shown below:
- How do I clear Cache?
To clear the App Cache, please press Ctrl + F5 while using the App; the page will refresh loading the most recent changes in the user interface.
- Which credentials should I use to sign in to the CX - Sidekick ?
Your Office 365 credentials will allow you to sign in to the CX Sidekick app and Wallboard.
Remember: If you encounter any issues beyond these or require further clarification, don't hesitate to reach out to Teams PowerPack - CX support team for assistance. We are happy to help!