The request sound will not play in Omni Channel while auto-accepting work .
Trailblazer Community

The request sound will not play in Omni Channel while auto-accepting work .

Lightning , Omni-Channel

Last updated 2021-02-16 ·Reference W-7927355 ·Reported By 25 users

Fixed - Spring '21

Summary
When work is being auto-accepted in Omni-Channel in Lightning Console, the request sound may not play.

Repro
-Create an org with Lightning, and Omni-Channel enabled

-Configure Omni-Channel to deliver something like cases and a test agent that can receive them (QBR or SBR, doesn't matter)

-Configure the agent's presence configuration to auto-accept work

-Navigate to a lightning console

-Open the browser dev tools and throttle the network to Slow 3G (helps repro the issue)

-Go online for cases

-Continue to accept and close cases until the issue repros (you don't need to close them quickly or anything specific)

Workaround
Please disable the auto accept if possible.

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