Edit

Share via

Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 23104 Release Notes

  • Article

Update 23104 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
  1. Sign in to your https://<org>.dynamics.com/apps environment.
  2. Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
  3. 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 1.5.25.7
  • PrimeSMSAnchor 1.5.25.6
  • PrimeSocialChannelsAnchor 1.5.25.5
  • PrimeTeams 1.5.25.5
  • PrimeTelephony 1.5.25.46
  • UnifiedRoutingPrime 1.5.25.222

Update 23104 has the following

DCCP vNext Known Issues

Area Scenario
Transfer and Consult Transfer after consult fails to execute intermittently during inbound and outbound calls
During outbound calls, non-bridged transfers and non-bridged consult followed by transfer are both failing
When agent and customer are engaged in a call, and the agent uses Teams consult, the new version of Teams will result in a URL error
During a call that gets transferred externally, after about 30s, the external participant may get disconnected. This is intermittent behavior
Dashboards Calls are not removed from Agent Dashboard and Supervisor Ongoing Conversations Dashboard after a call ends that had a Teams Consult or Transfer action
In a bridged transfer from IVR (PVA or Mix) to external agent, the call does not show in Ongoing Conversations Dashboard

Definitions

  • Bridged transfer: Conversation remains active in Omnichannel after transfer to external. It is tracked and recorded/transcribed
  • Non-bridged transfer: Conversation is closed in Omnichannel after transfer to external. It is no longer tracked, and it is not recorded/transcribed

Out of scope

  1. Real-time Transcription(C2->C1 conv & C2->BOT conversation)
  2. Capabilities dependent on Transcription-Real time Sentiment Analysis
  3. Capabilities dependent on Transcription- Real time Smart assist suggestions
  4. Capabilities dependent on Transcription- Conversation Viewer (Recording and Transcription)
  5. Capabilities dependent on Transcription- Show AI Summary
  6. Capabilities dependent on Transcription- Voice Metrics in the Conversation Viewer (Talking speed, talk to listen ratio, average pause, longest customer monologue, switches per conversation)
  7. Capabilities dependent on Transcription- Real time Translation
  8. Capabilities dependent on Transcription- Sentiment Prediction in Routing

Return to the released versions page.