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Troubleshoot voice-enabled agents and diagnose runtime error codes

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This article covers troubleshooting guidance for possible issues with your voice-enabled agent, along with runtime error codes you might encounter.

Callers can't engage with a published agent

Issue: After a maker configures a phone number and workstream for a published agent through Dynamics 365 Customer Service, callers only hear hold music or silence, and can't engage with the agent.

Suggested solution: Disconnect and reconnect the Telephony channel and Dynamics 365 Customer Service customer engagement hub in Copilot Studio.

Steps:

  1. In Copilot Studio, go to Channels > Telephony and select Turn off telephony.

    Screenshot of the Telephony channel, highlighting the Turn off telephony button.

    Note

    If there's an error message after selecting the button, ignore the message, and refresh the page. The Telephony channel should be turned off afterward.

  2. Select Turn on telephony.

    Screenshot of the Telephony channel, highlighting the Turn on telephony button.

  3. Go to Channels > Customer engagement hub > Dynamics 365 Customer Service and select Disconnect.

    Screenshot of the Dynamics 365 Customer Service customer engagement hub, highlighting the Disconnect button.

  4. Select Connect.

    Screenshot of the Dynamics 365 Customer Service customer engagement hub, highlighting the Connect button.

Can't publish an agent or configure the Telephony channel

Issue: Maker can't publish an agent or configure the Telephony channel.

Screenshot of the telephony channel being disabled, along with error status messages.

Suggested solution: If you're unable to publish your agent, or if the Telephony channel is disabled, contact your Power Platform admin and ask them to review the data loss prevention (DLP) policies in your tenant.

Steps: In the Power Platform admin center, the tenant admin can unblock the needed DLPs. See Data loss prevention example - Block channels to disable agent publish.

Voice-enabled agent runtime error codes

Voice: CopilotNotResponseWithMessageBack

Error Message: The agent processed the user's message but didn't respond with a message.

Resolution: Make sure all your topics send a message out or end conversation/hangup/transfer the call in the end.

Voice: HandoffInvalidSipHeader

Error Message: The SIP header in the transfer activity contains unsupported characters, check the documents. The invalid SIP header value is {sip header value}.

Resolution: Check your SIP header value and make sure that it’s correct.

For more information, see Understand error codes.

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