Omnichannel for Customer Service system requirements

Article
02/02/2023
3 minutes to read

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:

Omnichannel for Customer Service app - Web experience on the Unified Interface application
Unified Service Desk client application

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. More information: 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. For information on purchasing add-ins, see Buy an add-on.

For more information about licenses and pricing, see the Dynamics 365 licensing guide.

System requirements for Omnichannel for Customer Service

The system requirements to use Omnichannel for Customer Service are as follows.

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 1st party voice and SMS in the voice channel in production environments.
Hardware	Microphone and speakers for the voice experience.
Internet bandwidth for voice and video	Minimum: 500 KBps upload speed; 1 MBps download speed Recommended: 1 MBps upload speed; 2 MBps download speed

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

The following browsers are supported by the customer-facing live chat widget in Omnichannel for Customer Service:

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 Omnichannel for Customer Service

To enable the Omnichannel for Customer Service app in your org, see Provision Omnichannel for Customer Service.

To upgrade Omnichannel for Customer Service, see Upgrade Omnichannel for Customer Service.

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://*.communication.azure.com
https://login.microsoft.net
https://login.microsoftonline.com
https://login.windows.net
https://*.teams.microsoft.com
https://ecs.office.com
https://*.skype.com/*
https://*.trouter.skype.com
https://*.edge.skype.com
https://browser.pipe.aria.microsoft.com
https://plat.teams.microsoft.com
https://aad.skypetoken.skype.com
https://authsvc.teams.microsoft.com
https://swc.cdn.skype.com/*
https://config.edge.skype.com/*
https://edge.skype.com/*
https://api.aps.skype.com/*
https://*.asm.skype.com
https://*.ng.msg.teams.microsoft.com/*
https://*.notifications.teams.microsoft.com/*
https://*.omnichannelengagementhub.com/*
https://cdn.botframework.com/botframework-webchat
https://webchatic3.blob.core.windows.net
https://comms.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://*.teams.microsoft.com
https://ecs.office.com
https://*.skype.com/*
https://browser.pipe.aria.microsoft.com
https://oc-cdn-ocprod.azureedge.net/livechatwidget
https://cdn.botframework.com/botframework-webchat
https://webchatic3.blob.core.windows.net
https://comms.omnichannelengagementhub.com
https://ocsdk-prod.azureedge.net
https://*.asm.skype.com
https://*.ng.msg.teams.microsoft.com/*

Geo-specific links

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-eur.azureedge.net/*`
Canada	`oc-cdn-public.azureedge.net/*`
India	`oc-cdn-public-ind.azureedge.net/*`
Asia-Pacific and Japan	`oc-cdn-public-apj.azureedge.net/*`
Australia	`oc-cdn-public-oce.azureedge.net/*`
France	`oc-cdn-public-fra.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://swc.cdn.skype.com/*
https://config.edge.skype.com/*
https://*.gcc.teams.microsoft.com
https://api.ams.gcc.teams.microsoft.com/*
https://browser.pipe.aria.microsoft.com/*