Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 2301.4 Release Notes

Update 2301.4 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> 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
  • PrimeSMSAnchor
  • PrimeSocialChannelsAnchor
  • PrimeTeams
  • PrimeTelephony
  • UnifiedRoutingPrime

Update 2301.4 has the following



  • Voicemail enhancements - We have made several improvements to our voicemail offering. There is a revamp of our voicemail viewing experience with new ribbon commands and an improved form. Customers can now view the original voice call from the voicemail, set the regarding, set the customer/account, and return the call – all from the voicemail form. Documentation: Link

  • Support for direct callback – We have introduced direct callback which would help customers avoid waiting in queues and helps administrators staff queues more efficiently to handle peak volume periods. Documentation: Link



  • Fixed an intermittent issue with handling of disconnected voice calls for agents.
  • Fixed an issue where the first-time sign in to PVA with ‘setBotAuthTokenProvider’ was not working.=
  • General performance and reliability fixes.

Return to the released versions page.