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Install and manage Desktop companion application for voice channel

The Desktop companion application serves as a backup system for the Dynamics 365 Customer Service or Dynamics 365 Contact Center web application. It ensures that customer service representatives (service representatives or representatives) can continue customer conversations without interruption during web application issues.

Install the Desktop companion application

You can install the Desktop companion application on a customer service representative's desktop as follows:

  1. Download and run the Desktop Companion Application for Dynamics 365 Contact Center.
  2. Double click the installer file to start the installation process. You can also install the application from the command line. Learn more in msiexec.

Note

Microsoft Visual C++ Redistributable package must be installed on the desktop.

  1. Download and install the browser extensions by following these steps:
    1. Download and install the browser extension:
    2. Select the ellipses in the browser window and then select Extensions. If the extension is already available, select pin to add the extension to the top of the tool bar.
    3. Select Manage Extensions and then turn on the toggle for Desktop companion app for Dynamics 365 Contact Center Extension.
    4. Close the browser and restart it to apply the changes.

Manage diagnostic data collection

The diagnostic data collected from Desktop companion application is used to keep the application secure and up-to-date; to detect, diagnose, and fix problems; and to make product improvements. This data doesn't include a user's name or email address, the content of the user's files, or information about apps unrelated to the product.

Microsoft is dedicated to being transparent with customers about the data collected from client software and providing them with control over their data. Diagnostic data collected from applications as service representatives use their devices is classified as either Required or Optional. This classification makes it easier for you to make informed choices about their privacy.

The Desktop companion application software doesn't collect optional diagnostic data by default. Learn more about required data and optional data in Diagnostic data collection.

Disable representatives updating the Desktop companion application

To restrict users from manually updating the Desktop companion application, configure a registry entry that blocks this capability.

  1. Go to the Windows Registry > HKLM\Software\Microsoft\msdyn-companionapp key.
  2. Set the DisableUserUpdates value to 1. This registry configuration prevents representatives from selecting update options for the Desktop companion application and manually configuring Power Automate for desktop to start automatically.

Use the Desktop companion application with the voice channel