Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 23034 Release Notes
Update 23034 for Microsoft Dynamics 365 Omnichannel/Unified Routing is now available. This article describes the fixes and updates that are included.
To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Follow below steps
Sign in to your
https://<org>.dynamics.com/appsenvironment.Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
Go to Dynamics 365 Settings > Solutions.
An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.
Versions included in this update:
- PrimeChatAnchor 1.5.16.10046
- PrimeSMSAnchor 1.5.16.8666
- PrimeSocialChannelsAnchor 1.5.16.8648
- PrimeTeams 1.5.16.8468
- PrimeTelephony 1.5.16.8907
- UnifiedRoutingPrime 1.5.16.6508
Update 23034 has the following
Solutions
Features
- Set limits on how many times an agent will be offered the same work - If an agent declines (by rejecting a notification or if it times out) a work item more than 3 times (default limit), they will not be offered that work item again. Administrators can update the default limit between 1 (minimum) and 5 (maximum) in Dataverse, based on their organization’s requirements.
- Improved authentication in Apple Messages for Business - The Apple Messages for Business messaging channel now allows you to send an authentication request to consumers using an OAuth 2.0 provider. Customers are able to respond to the authentication request with their user and password credentials, which can then be validated with the OAuth 2.0 provider.
Services
Fixes
- Fixed an issue for msdyn_isagentsession to not change to 1 until a human agent is assigned to avoid showing incorrect data.
- Fixed an issue with overflow handling when workstream bots are configured
- If a bot is configured for the workstream, the overflow settings are evaluated only after the bot escalates the conversation to human agents
- If multiple bot escalations happen before the conversation is escalated to a human agent, the overflow settings are evaluated and triggered after the first bot escalation
- If a bot is configured for the workstream, the overflow settings are evaluated only after the bot escalates the conversation to human agents
- Fixed an issue where Record Identification was failing for conversations escalated to human agents .
- Fixed an issue where duplicate sessionEvents were created for C2EndConversation for Abandoned chats
Known Issues
- Customer may receive the same attachment twice in Google's Business Messages channel.
- Customers may see Routing Diagnostic generated for a single routing run splitting into multiple records in some cases.
- Diagnostics record generation fails for rulesets with more than a million characters.
Return to the released versions page.