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Microsoft Dynamics 365 Omnichannel/Unified Routing - Update 22032 Release Notes

  • Article

Update 22032 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 1.5.16.8236
  • PrimeSMSAnchor 1.5.16.6844
  • PrimeSocialChannelsAnchor 1.5.16.6746
  • PrimeTeams 1.5.16.6661
  • PrimeTelephony 1.5.16.7062
  • UnifiedRoutingPrime 1.5.16.5980

Update 22032 has the following

Solutions

Features

  • Presence APIs (CIF based client side) - This feature allows customers to programmatically synchronize presence between Omnichannel and third-party channels using getPresence, setPresence and onPresenceChange event thus helping optimize agent utilization by assigning work as per available capacity.
  • Emergency Calling Support in Voice Channel - The voice channel supports emergency calling where agents can dial an emergency number in case of a crisis. Any omnichannel voice agent with a capacity profile associated with a voice outbound profile can make an emergency call. Emergency responders can call the agent back over a temporary callback number if the call is dropped (even if the agent had called via a shared outbound number). Initial support is for 911 in the United States and Puerto Rico only. Additional country/region support will follow.
  • System message for custom static average wait time -This newly introduced system message will allow customers to set a static average wait time message as per their organization’s requirements when average wait time value is not available due to insufficient data.
  • Quick Reply Improvements for agent experience – With these improvements, quick replies can now be viewed and searched for in a larger, easier to read experience. The new experience (expanded view) will support the same features as the compact communications panel view, with the following additional benefits:
    • Fully expanded quick reply text and tags list – Agents can quickly view the entire contents of a quick reply along with its associated tags.
    • View the names of quick replies – The name given to each quick reply by the admin, during creation, is visible within the expanded view. Agents may now use this additional field when searching for the correct quick reply message.
    • Persistent application tab – The quick reply expanded view will remain open, even once agents have selected a quick reply. This allows agents to quickly find and send several quick replies in rapid succession.
  • Elevate Microsoft Teams channel chat to voice and video - When an agent and customer are chatting via Teams, the agent will now have the options to elevate the chat to a voice or a video call.
  • Enhancements to post conversation survey - With these enhancements, the same or different Customer Voice survey can be sent to conversations that only use bot agents and don’t have any human agents.
  • Fallback Queues in Unified Routing - Fallback queues are used to handle misrouted work items and routing errors gracefully. With the upcoming enhancements, every workstream will have a fallback queue, and supervisors can monitor them for misrouted items. These updates will simplify the management experience and minimize the time taken to reroute items to the right destination.
  • Enhancements to Diagnostics for Unified Routing - With these enhancements, the diagnostic records will help user understand the rule-hit policy by providing information around the same within the diagnostic record at each stage and we’re also enhancing the error messages making it easy for the user to comprehend and act on it.
  • Inbox View Enhancements - These enhancements provide the agents with a view of all available open conversations in a single place. The latest changes give them all the relevant information about a conversation to help prioritize, preview the messages in a conversation, and the ability to assign a conversation to themselves.

Services

Features

  • Agent availability API via chat SDK - This feature allows customers to programmatically access the availability of the target queue based on operating hours and availability of agents to take requests in the target queue, and also get details on the average wait time and position in queue. Customers can show or hide the chat widget on their portal based on queue or agent availability.

Fixes

  • Fixed an issue with PVA bot where messages were being shown out of order.
  • Fixed an issue where the account name was not being updated when agent was trying to link a new account.
  • Fixed an issue where smart assist suggestions were not showing up for non-English Voice customers.
  • Fixed an issue where multiple attachments were being created for a single transcript file.
  • Fixed an issue with quick replies not being clickable in the communication panel.
  • Fixed an issue around showing Route to Queue details within diagnostics when the RTQ rule is set to route items to the backup queue.
  • Fixed an issue around the page to be shown when the Learn More link in Configure Sentiment Prediction page is clicked.
  • Fixed an issue where Lookup fields were breaking to display when a rule was opened for edit.
  • Fixed an issue where Custom Assignment Rulesets were not retaining the saved configuration and displaying blank rule configuration.
  • Fixed an issue where inactive queues were being listed in the transfer to queue list.
  • General performance and reliability fixes.

Documentation Updates

ALM Migration - Documented step by step approach to export record type and live chat channel data and configuration from one environment to another using CMT (configuration migration tool). For a full list of features in this release, please refer to this.

Return to the released versions page.