See below answers and instructions for some common troubleshooting scenarios (also consider this article - Common Error Messages)
Prerequisites for ALL users for using Solgari Converse within D365
- The user must have a Solgari extension
- The browser needs to be
- 3rd party cookies must be allowed on the browser - incognito mode will block them so use in normal mode or allow third party cookies specifically.
- Media devices need to be allowed full permissions to be used the CRM site where requested
- Note that mobile operating systems are not supported
CONNECTION ISSUES
"Outbound calls don't connect"
See below some common scenarios for outbound issues.
1. Check the number is correct and that you are only sending digits (remove hyphens, spaces etc to be sure)
2. Check if you can call other numbers (might be the specific number is just not available)
3. Check with your IT/telephony administrator you are dialling in right format.
It might be you are attempting to dial in a local format and local dialling has not been programmed on your system.
You can try dialling in full international format to see if there is a change (prefix the call with 00) - For instance, a fictional UK number 01123456 would be dialled as 00441123456
4. Make sure you are not trying to dial a restricted country/area
Check the allowed areas for outbound calling with your telephony administrator. This is a system security setting.
5. If you are dialling outside of office hours, the calls might be blocked due to a security setting on the system.
Check with your telephony administrator
6. Registration problem
If you are not able to call outbound or receive calls, try reloading the page first and try again.
If still not successful, ask the telephony administrator or Solgari Support to make sure your extension is properly registered (admins can see this in Console). In some cases, it's possible the user is recognized and greeted by Converse, but registration cannot be completed (could be connection/firewall related)
7. Media device not allowed
Make sure you've given Chrome permission to use mic/webcam on the site and that no other programs are using those devices at the same time. When using the application to make a call for the first time, the browser will prompt you to allow access.
You can always check if the site has the relevant permissions by clicking the lock icon next to the address bar - make sure microphone and webcam access are allowed
SYSTEM & REGISTRATION ISSUES
"Solgari Converse appears in D365 but I'm not getting greeted by the Solgari AI"
In order to use Solgari Converse, you must use a compatible browser and the D365 user will also have to have an extension on the Solgari system.
Try these steps.
- Make sure you are using an up-to-date version of Google Chrome, Microsoft Edge or Firefox (on Windows or MacOS)
- Sign out of Dynamics and sign back in to see if it helps - D365 sometimes times out and requires a sign out. Be sure to use the native sign out option in Dynamics (top right-hand corner of screen).
- Clear your browser cache & cookies
Instructions for Chrome - Sign out of D365
- Navigate to chrome://settings/clearBrowserData
- Tick both "Cached Files and Images" and "Cookies and other site data"
- Click Clear data
- Sign back in to D365
- Make sure the browser is not blocking 3rd party cookies - they are needed for the service.
Note that Chrome's incognito mode blocks cookies by default - if you're using incognito mode, try in normal mode.
"When I try to use click-to-dial to call a number, the system is not sending the calls to the Solgari Converse app"
If the calls are sent to the wrong application (such as Skype or another app external to D365), the form is not correctly configured or the form type is not supported to work with Channel Integration Framework (such as quick views)
Check with the D365 administrator that the form you are using (contact/account/lead, etc.) is configured to use Channel Integration Framework for click-to-dial. This is a D365 administrator task.
"Solgari Converse app is not visible at all"
The app should appear on the right-hand side of the screen when using the relevant Unified Interface applications in D365
1. Check you are using a supported browser (Google Chrome, Edge v. 79 or newer, Firefox)
2. Check that the app is not minimized - if it is you will see a narrow Solgari-branded bar running along the right-hand side of the screen. You can expand the app by clicking the small arrow.
3. If the CIF frame is still not showing at all the issue needs to be resolved by your D365 administrator. Contact your D365 administrator to make sure that
- Microsoft Channel Integration Framework (CIF) is installed on the D365 environment
- The unified interface app you are using (e.g. Sales Hub or Customer Service Hub) is configured to be included in the Channel Integration Framework settings.
- Your D365 security profile has access to CIF
AUDIO ISSUES
"I receive calls but cannot hear the audio notification (ringtone) of an inbound call"
- Make sure volume is turned up and the correct audio device is in use
- Make sure the browser tab is not muted (right click on the tab to check this)
- Make sure you have whitelisted your D365 site in Chrome for sound (a security feature in the browser might stop audio notifications, so this should be done in any case - see instructions here )
"There is no audio on my calls, or there is one-way audio on my calls"
Missing audio is usually a local issue, please check the below first (with help from local IT support if necessary)
- Check that your operating system is set up to use the right audio device (click on the speaker icon in MS Windows System Tray or MacOS menu bar to check this quickly)
- Check that volume is up and your microphone is not muted
- Check that no other application is currently using the media device (mic and/or webcam).
- Try another number to make sure the problem is not in the other end of the call