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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 24024 Release Notes

  • Article

Update 2402.4 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 1.5.26.26
  • PrimeSMSAnchor 1.5.26.19
  • PrimeSocialChannelsAnchor 1.5.26.11
  • PrimeTeams 1.5.26.10
  • PrimeTelephony 1.5.26.123
  • UnifiedRoutingPrime 1.5.26.87

Update 24024 has the following

Features

Application Lifecyle Management (ALM) for Omnichannel configurations entities

This release includes the ALM capabilities for omnichannel configurations using the power platform solution import export framework. The following configurations can now be exported as part of a solution and imported into the destination environment.

  • Unified routing for records.
  • Chat, SMS, Voice and social channels and their related configurations.

Known issues:

  • Custom Session and Notification Templates associated to workstream are not linked after they are imported into the destination environment the very first time. These templates need to be manually linked to workstream in the destination environment after import.
  • Capacity profiles need to be moved using Configuration Migration tool.
  • UR Custom and case routing need to be moved using Configuration Migration tool.

Org Lifecyle Copy

This release includes copy organization functionality for omnichannel environments. Once a copy is performed, if the destination environment has omnichannel already provisioned, then

  • Presence will load in the destination environment.
  • LiveChat widget snippets are regenerated and ready to be consumed.

Known issues:

  • Customers must ensure that the prerequisites for copy organization are met, otherwise a post copy manual cleanup will be required on the destination environment. The prerequisites are listed in the public documentation. Specific callouts include:
    • Unified routing toggle value should be the same across both source and target environments.
    • Channels provisioned are the same across source and target environments.

Return to the released versions page.