Edit

Export and import app configuration data

  • Article

Important

Support for the Omnichannel Administration app ended on April 30, 2022, and the app was removed in July 2023. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated

Important

Omnichannel admin center is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

After you've used Omnichannel for Customer Service in a test environment, you can export some of your app configuration data to a live production environment. Use the configuration management tool to export and import the data. More information: Download the Configuration Migration tool from NuGet using the PowerShell script

Important

Channel configurations are specific to the environment in which they're created, so exporting and importing complete configurations as-is won't work. We recommend that you create them using the Customer Service admin center app.

While you can use the Configuration Migration tool to export and import entity data, omnichannel-related configurations contain different entities that have internal dependencies. Therefore, you must bring together the required data by following a very specific process. For example, if you've already imported the context variables and then try to import preconversation configuration, which also creates context variables, the import might not work. Similarly, you must import all the internal entities, such as ruleset configurations that contain decision rulesets and contracts, for the import of workstreams and record queues to be successful.

Note

  • To export and import record type of channel across environments, contact Microsoft Support.
  • Environment lifecycle operations, such as copy and restore of environment, aren't supported.
  • However, if you do copy an environment, Omnichannel for Customer Service in the target environment must be uninstalled and provisioned again.
  • We recommend that you don't export the msdyn_analytics entity. Because the entity contains org-specific configuration data for intraday insights in Omnichannel for Customer Service, exporting it might lead to an incorrect configuration of your intraday insights data.

See also

Provision Omnichannel for Customer Service
Upgrade Omnichannel for Customer Service
Migrate configuration data for records based on unified routing
Migrate configuration for live chat
Migrate configuration for voice channel
Enable third-party cobrowse and screen sharing
Overview of channels