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IVR error code when calling in "telephony bot not response with message back"

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Posted on by AV-31071433-0

Hello,

I'm pretty sure my issue is with my copilot bot, but I will describe my issue. I have setup an IVR system using dynamics 365 contact center that is integrated with a copilot studio bot. For some of the topics setup for the bot, it will connect to sharepoint to retrieve data. When I dial in, everything seems to work fine for the topics that don't connect to sharepoint, however for the topics that do, I get "sorry the bot can't talk for a while" and a "telephony bot not response with message back" error code. Not 100% certain I'm writing down the error code correctly, but it's something like that. When I test the bot in copilot studio, I don't get this error code. Everything test ok.

Any help is appreciated.

Thanks,

Aaron

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DanNewton on at

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We’ve been experiencing something very similar. In our case, the bot calls an external service via Power Automate (ours is Azure OpenAI, but the behaviour sounds identical to your SharePoint scenario). Everything works perfectly in the Copilot Studio test environment, but when used over the telephony channel, the bot will sometimes begin speaking the returned response and then get cut off mid sentence with the message:

“Sorry, the bot can’t talk for a while. It’s something the bot’s owner needs to address. Error code: TelephonyBotNotResponseWithMessageBack.”

Did you ever manage to find a solution? Even with Application Insights logging, we’re struggling to pinpoint what’s causing this.

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AV-31071433-0 on at

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@DanNewton I have not. I'll keep you posted if I find a solution.

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