Uninstall omnichannel solutions

Uninstalling Dynamics 365 Contact Center from your organization doesn't remove the omnichannel solutions. To remove omnichannel solutions from your organization, uninstall them in the order listed in the table in the Uninstall solutions section.

Prerequisite

Before you uninstall omnichannel solutions, turn off channels.

Considerations

Some solutions are shared across apps. Don't remove shared solutions if apps you plan to keep require them.

For example, unified routing in Customer Service might depend on unified routing components in Dynamics 365 Contact Center solutions. Don't uninstall these shared solutions because removing them might affect unified routing in Customer Service.

Don't remove the following solutions, which are preinstalled in your Customer Service organization:

• msdyn_UnifiedRoutingForEntity
• UnifiedRouting
• MLDecisionEngine
• msdyn_OmnichannelSharedBase
• msdyn_OmnichannelBase
• msdyn_OmnichannelBaseApp
• msdyn_D365CTQMIProd
• msdyn_D365CTQMITest
• msdyn_D365CTQMIGCC
• OCBaseURBase
• AgentAvailabilityStatus
• AgentGroupManager
• AssignmentSQLCacheSyncPluginManager
• msdyn_OmnichannelSBR
• msdyn_OmnichannelSBRPatch
• OCISBR
• OCIER
• OCSR
• OOBLanguageAndRegion
• msdyn_CCASentimentRoutingAI
• msdyn_ConversationInsight
• msdyn_ProductivityMacrosApplicationOC
• msdyn_ContactCenterManagementPermissions__Public
• msdyn_OmnichannelBotEnabler
• msdyn_OmnichannelBotExtension
• msdyn_OmnichannelConversationExtension
• msdyn_OmnichannelPrime
• msdyn_OmnichannelComponentDeprecation
• msdyn_OmnichannelPrimeAnchor
• msdyn_OmnichannelAutomatedMessages
• msdyn_OmnichannelChatConfiguration
• msdyn_OmnichannelSpamConfig
• msdyn_OmnichannelRichmessages
• msdyn_OmnichannelPaymentConfig
• msdyn_OmnichannelAuthenticationConfig
• msdyn_OmnichannelBotChannelConfiguration
• msdyn_OmnichannelMessaging
• msdyn_ContactCenterEnablementPermissions__Public
• msdyn_ContactCenterEnablement

Uninstall solutions

1. Sign in to your environment at https://<org>.dynamics.com/apps.

2. On the command bar, select Settings > Advanced Settings. The Settings page opens in a new browser tab.

3. Go to Dynamics 365 Settings > Solutions.

4. On the Solutions page, select the Managed tab.

5. On the Managed tab, select each solution in the order listed in the following table, and then select Delete to remove it. Remove one solution at a time.

   Order	Solution name	Note
   1	ProductivityToolsAnchor
   2	msdyn_OmnichannelProductivityToolsSettings
   3	Omsdyn_Smartassist_managed	Required for Customer Service Hub and Copilot Service workspace
   4	msdyn_ProductivityPaneControl_managed
   5	msdyn_AgentGuidance_managed
   6	msdyn_Agentscript_managed	Required for Customer Service Hub and Copilot Service workspace
   7	OmnichannelPrimeChatAnchor
   8	OmnichannelPrimeSMSAnchor
   9	OmnichannelPrimeFacebookAnchor
   10	OmnichannelPrimeTeams
   11	OmnichannelPrimeSocialChannelsAnchor
   12	OmnichannelPrimeOutboundAnchor
   13	OmnichannelPrimeTelephony
   14	msdyn_CustomerServiceworkspaceChannels
   15	msdyn_OmnichannelFacebookPatch
   16	OmnichannelOutbound
   17	msdyn_OmnichannelTeamsPatch
   18	OmnichannelTeams
   19	msdyn_OmnichannelSocialChannelsPatch
   20	OmnichannelSocialChannels
   21	OmnichannelChat
   22	OmnichannelFacebook
   23	OmnichannelConfiguration
   24	msdyn_OmnichannelSharedCommunicationBase
   25	msdyn_OmnichannelSharedSMS
   26	msdyn_OmnichannelEngagementHubDeprecation
   27	msdyn_OmnichannelMessagingBase
   28	msdyn_OmnichannelBaseApp
   29	msdyn_OmnichannelPrimeProactiveAIAnchor
   30	msdyn_OmnichannelCCaaSPESApi
   31	Omsdyn_OmnichannelPESPermissions__Test
   32	msdyn_OmnichannelProactiveEngagement
   33	msdyn_OmnichannelCCaaSVoiceAPI
   34	msdyn_OmnichannelSporch__Test
   35	msdyn_OmnichannelVoiceRuntime__Test
   36	msdyn_AdaptationManagementPermissions__Test
   37	msdyn_AdaptationManagementPrimeAnchor
   38	msdyn_OmnichannelEngagementHubPatch
   39	msdyn_MarchPermissions__Test
   40	msdyn_AdaptationManagement
   41	msdyn_OmnichannelSMSPatch
   42	OmnichannelSMS
   43	Omsdyn_OmnichannelMessagingApplicationUsers__Test
   44	OmnichannelEngagementHubPreview
   45	msdyn_CCASentimentAI
   46	msdyn_ConversationSummarizationAIRealtime
   47	msdyn_UnifiedRoutingForCS
   48	ScenariosAndChannels
   49	msdyn_InboxForOC
   50	msdyn_ChannelExperienceAppConfigurations
   51	OmnichannelCommunicationBase
   52	OmnichannelTelephony	Delete all related workstreams before you delete OmnichannelTelephony.

6. When prompted to confirm that you want to uninstall the managed solution, select OK.

Uninstall Omnichannel historical analytics solutions

1. Disable Omnichannel historical analytics in the Insights section of Copilot Service admin center. Learn more in Configure Omnichannel historical analytics reports.

2. On the Solutions page, uninstall the following solutions one at a time, in the order listed:

   1. msdyn_InsightsAnalyticsOCConfiguration
   2. msdyn_DataInsightsAndAnalyticsForOC

Uninstall the OmnichannelCustomerServiceHub solution

When you upgrade Omnichannel for Customer Service to the latest release, certain managed solutions appear on the Solutions page of Microsoft Dataverse. After the upgrade finishes, uninstall any solutions from the previous release that the upgrade doesn't remove. If your organization uses the Customer Service Hub app, you must remove it from the channel configuration in the Channel Integration Framework app.

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 on a new browser tab.

3. Go to Dynamics 365 Settings > Solutions.

4. On the Solutions page, go to the Managed tab.

5. On the Managed tab, select the OmnichannelCustomerServiceHub solution, and then select Delete.

6. When prompted to confirm that you want to uninstall the managed solution, select OK.

   

You have deleted the OmnichannelCustomerServiceHub solution from your organization.

Remove Customer Service Hub from channel provider configuration

Follow these steps to remove Customer Service Hub from the channel provider configuration.

1. Sign in to the Dynamics 365 environment.

2. Open the Dynamics 365 menu and select Channel Integration Framework.

3. Select the record associated with Omnichannel.

4. Remove Customer Service Hub from the Select Unified Interface Apps for the Channel section.

5. Select Save.

Related information

Upgrade Omnichannel for Customer Service
Provision channels in the admin app
Deploy Unified Service Desk - Omnichannel for Customer Service package