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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 2211.1 Release Notes

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Update 22111 for Microsoft Dynamics 365 Omnichannel/Unified Routing is now available. This article describes the fixes and updates that are included.

To determine whether your organization had this update applied, check your Microsoft Dynamics 365 version number. Follow below steps

  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 in a new browser tab.

  3. Go to Dynamics 365 Settings > Solutions.

An (*) at the end of a fix statement denotes that this repair item was incorporated into multiple service update releases.

Versions included in this update:

  • PrimeChatAnchor 1.5.16.9771
  • PrimeSMSAnchor 1.5.16.8393
  • PrimeSocialChannelsAnchor 1.5.16.8372
  • PrimeTeams 1.5.16.8197
  • PrimeTelephony 1.5.16.8620
  • UnifiedRoutingPrime 1.5.16.6338

Update 2211.1 has the following

Solutions

Fixes

  • Fixed an issue with ‘Omnichannel’ tab being visible by default in the User form.
  • Fixed an issue with presence icon not showing up for certain agents.
  • Fixed an issue with agent dial pad not working after entering an invalid number in voice channel.
  • Fixed multiple synching issues due to direct closure of the conversations in Dataverse.

Services

Fixes

  • General performance and reliability issues.
  • Fixed an issue with routing of conversation to a queue which is out of operating hours.
  • Fixed an issue with transfer of a voice call to an external number.
  • Fixed an issue with agents getting ‘null’ string after saving a note.
  • Fixed an intermittent issue with real time translation not working for some agents using live chat channel.
  • Fixed an issue with ongoing conversations not being visible in intraday reports for non-English orgs.
  • Fixed an issue with the hyperlink in out of operating hours system message opening in the live chat widget instead of a new browser window.
  • Fixed an issue where in certain scenarios, the voice bot was not being removed from conversation after escalation to agent.
  • Fixed an issue with Facebook channel where agents were not able to pick open chats from the dashboard.
  • Fixed an issue where in certain scenarios, the voice bot was not being removed from conversation after escalation to agent.
  • Fixed an issue for pre-queue overflow management to send an automated message to customer when chat is ended through overflow action.
  • Fixed an issue related to pre-queue overflow management to consider the queues without overflow conditions as well for evaluation when parsed along with queues having overflow conditions.
  • Fixed an issue to address the reliability related to the display of the Diagnostics records on dashboard.

Return to the released versions page.