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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 21091.2 Release Notes

  • Article

Update 21091.2 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. Click the gear icon in the upper-right corner, and then click About.

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 1.5.16.7669
  • PrimeSMSAnchor 1.5.16.6131
  • PrimeSocialChannelsAnchor 1.5.16.6116
  • PrimeTeams 1.5.16.6109
  • PrimeTelephony 1.5.16.6371
  • UnifiedRoutingPrime 1.5.16.5638

Update 21091.2 has the following features and fixes:

Services

Fixes

  • Fixed an issue with update of work items in queue during case assignment to agents.

  • Fixed an issue with creation of duplicate transcripts after closing the conversation.

Solutions

Updates

  • Going forward, we will not be pre-populating any sample data for quick replies during the creation of non-trial environments. This would help the organizations to have a decluttered runtime experience for their agents who can now solely focus on the responses relevant to their organization. Moreover, by not having any unnecessary data, the administrators can now provide a more consistent end-user experience.
    Note: There will be no changes for the environments created through the trial workflow.

Fixes

  • Fixed an issue with the routing of emails having an empty subject.

Return to the released versions page.