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Omnichannel for Customer Service system requirements

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This article provides information about the prerequisites and system requirements for deploying Omnichannel for Customer Service in your organization.

You can deploy Omnichannel for Customer Service over a Customer Service application and use it in the following ways:

  • Copilot Service workspace app - Web experience on the Unified Interface application
  • Unified Service Desk client application (deprecated). Learn more in Deprecations in Customer Service.

Prerequisites

This section lists the prerequisites for using Omnichannel for Customer Service.

International availability

Make sure that Omnichannel for Customer Service is available in your region. Learn more in International availability.

Licensing

  • You must have an active subscription to Microsoft Dynamics 365 Customer Service Enterprise or Dynamics 365 Customer Engagement Plan in your tenant for each user of Digital Messaging or Chat for Dynamics 365 Customer Service.
  • For each chat channel user, you must have an active subscription to the Dynamics 365 Customer Service Digital Messaging add-on for each Digital Messaging user or Chat for Dynamics 365 Customer Service.
  • For each voice channel user, you must have an active subscription to Dynamics 365 Customer Service Voice Channel Add-in or Dynamics 365 Customer Service Digital Messaging and Voice Add-in. Learn about purchasing add-ins in Buy an add-on.

Learn about licenses and pricing in Dynamics 365 licensing guide.

System requirements for Omnichannel for Customer Service

The system requirements to use Omnichannel for Customer Service are as follows. These requirements might vary depending on your configuration size and the applications that you run.

Area Requirements
Model-driven app Dynamics 365 Customer Service app 9.2.21034.00160 or later.
Web browsers Supported browsers:
  • Microsoft Edge (Chromium based); version 79.0.309.65 or later is required for the desktop notifications feature.
  • Google Chrome
    • Important
    Omnichannel for Customer Service uses third-party cookies for authentication. Make sure that the cookies are not blocked in your browser in any mode so that certain services, such as agent or supervisor presence, can work properly.
    Azure Communication Services Required for first-party voice and SMS in the voice channel in production environments. Learn more about requirements specific to Azure Communication Services in Network recommendations.
    Hardware
    • Microphone and speakers for the voice experience.
    • Minimum: 4 GB of RAM
      Internet bandwidth for voice and video
      • Minimum: 4-Mbps upload speed; 8-Mbps download speed
      • Recommended: 8-Mbps upload speed; 16-Mbps download speed

      For other hardware and software requirements, go to Model-driven app requirements.

      Supported web browsers for live chat widget

      The customer-facing live chat widget that you display on your portal supports the latest three major releases of the following browsers:

      • Windows: Chromium-based browser such as Microsoft Edge, Google Chrome, and Mozilla Firefox
      • macOS and iOS: Safari
      • Android: Chromium-based browser such as Microsoft Edge and Google Chrome

      Provision channels

      Learn about enabling channels in your organization in Provision channels.

      Note

      • Omnichannel for Customer Service is not supported with Dynamics 365 Customer Engagement (on-premises).
      • Omnichannel for Customer Service is supported only on desktops, and not on phones and tablets.
      • We recommend that you use browsers in normal mode to optimally experience the Omnichannel for Customer Service app.

      Allow access to websites

      If your organization uses a URL filter to block a category of websites or URLs, ensure that you allow the following websites as an exception for your users so they can access the Omnichannel for Customer Service app on the business portal.

      • https://login.microsoft.net
      • https://login.microsoftonline.com
      • https://login.windows.net
      • https://*.communication.azure.com
      • https://*.trouter.teams.microsoft.com
      • https://*.trouter.communication.microsoft.com
      • https://ecs.office.com
      • https://browser.pipe.aria.microsoft.com
      • https://*.omnichannelengagementhub.com
      • https://ocsdk-prod.azureedge.net
      • https://*.service.signalr.net

      If your customers are using a URL filter to block a category of websites or URLs, you might have to ask your customers to allow a specific website as an exception. Your customers must allow access to the following URLs from their browsers to use the live chat widget in the portal.

      • https://*.communication.azure.com
      • https://*.trouter.communication.microsoft.com
      • https://*.trouter.teams.microsoft.com
      • https://ecs.office.com
      • https://browser.pipe.aria.microsoft.com
      • https://oc-cdn-ocprod.azureedge.net/livechatwidget
      • https://cdn.botframework.com/botframework-webchat
      • https://*.omnichannelengagementhub.com
      • https://ocsdk-prod.azureedge.net

      Location-specific links that should be made accessible are as follows.

      Geographic location Links
      North America oc-cdn-ocprod.azureedge.net/*
      Europe oc-cdn-public-eur.azureedge.net/*
      South America oc-cdn-public-sam.azureedge.net/*
      United Kingdom oc-cdn-public-gbr.azureedge.net/*
      Japan oc-cdn-public-jpn.azureedge.net/*
      Asia-Pacific oc-cdn-public-apj.azureedge.net*
      Canada oc-cdn-public.azureedge.net/*
      India oc-cdn-public-ind.azureedge.net/*
      Australia oc-cdn-public-oce.azureedge.net/*
      France oc-cdn-public-fra.azureedge.net/*
      Switzerland oc-cdn-public-che.azureedge.net/*
      United Arab Emirates oc-cdn-ocuae-uae.azureedge.net/*

      Government Community Cloud (GCC)

      The Government community cloud links that should be made accessible are as follows.

      • https://*.communication.azure.us
      • https://ocprodocprodnamgs.blob.core.usgovcloudapi.net
      • https://*.omnichannelengagementhub.us/*
      • https://oc-auth.azurewebsites.us
      • https://*.gcc.teams.microsoft.com
      • https://api.ams.gcc.teams.microsoft.com/*
      • https://browser.pipe.aria.microsoft.com/*

      Introduction to Omnichannel for Customer Service
      Get started with Copilot Service admin center
      Agents using Unified Service Desk
      Agents using Omnichannel for Customer Service
      Best practices for setting up the voice channel
      System customizer guide