Views:
What's happening?
Customers require assistance configuring Dynamics 365 contact center, specifically enabling unified routing and configuring voice channels with local phone numbers.
Reason:
This can occur due to one or more of the following reasons: 1. Required licenses are missing. 2. Data copied from an environment where Unified Routing was already enabled to another environment. 3. Admin mode is enabled in a copied organization, disabling background operations.
Resolution:
To have the appropriate Dynamics 365 contact center configuration, follow these steps:
Prerequisites:
- Ensure the provisioning user has the following permissions:
- Microsoft 365 Global admin role.
- Customer Service Representative or CSR Manager role.
- Dynamics 365 System Administrator role on the root business unit.
- Write access in the Client Access License Information.
- Ensure you have the required license for Unified Routing.
Provision Unified Routing:
- In Dynamics 365, navigate to one of the apps.
- For Customer Service admin, select "Manage" for Unified Routing.
- For Customer Service, go to the Service Configuration Settings in Service Management.
- If consent is required, provide consent by selecting "Provide consent" and then set the toggle to "Yes" for Unified Routing.
Configure Unified Routing:
- After enabling Unified Routing, configure it in the Customer Service Hub or Omnichannel admin center.
- Create and manage queues, set up record routing, and create workstreams for record routing.
Provision Channels:
- Ensure Dynamics 365 Contact Center is available in your region.
- Obtain the necessary licenses for the channels you want to provision.
- Assign the Dynamics 365 System Administrator role on the root business unit.
- Go to the Contact Center admin center or Customer Service admin center application.
- Select "Channels" under "Customer Support".
- Click "Manage" for "Manage channels".
- Select the channels you want to use and click "Save". The setup may take some time.
Turning Off Channels:
- To disable a channel, navigate to "Customer Support" > "Channels" > "Manage channels".
- Clear the checkbox for the channel you want to turn off and confirm the action.
- Please Note: You can turn off a channel if you no longer require it. However, to reenable the channel that you turned off, you need to reconfigure the channel instance.
Configure Unified Routing:
- After enabling unified routing, configure it in the Customer Service Hub or Omnichannel admin center.
- Create and manage queues, set up record routing, and create workstreams for record routing.
Resolving Common Issues:
- Transient and Timeout Errors: Retry provisioning if it fails due to transient or timeout errors.
- Missing Licenses: Verify if you have one of the following licenses:
- D365_Enterprise_P1
- D365_Enterprise_CS
- If data was copied from an environment where Unified Routing was already enabled, delete the record of type
msdyn_decisioncontract
with the following attributes from the Dataverse instance: msdyn_name
: "Case decision ruleset"msdyn_uniquename
: "new_incidentmasterentityroutingconfiguration"- If Admin mode is enabled in a copied organization, disable Admin mode and re-enable Unified Routing:
- Navigate to aka.ms/PPAC
- Navigate to the affected environment.
- Click edit and disable Administration Mode.
Configuring Voice Channel with Local Phone Number:
- Refer to the following documentation to purchase and manage local phone numbers:
- Manage phone numbers: Manage phone numbers | Microsoft Learn
- Quickstart guide: Quickstart - Get and manage phone numbers using Azure Communication Services | Microsoft Learn
For detailed steps and additional resources, refer to the Dynamics 365 Contact Center documentation: - Dynamics 365 Contact Center Documentation - Provision Channels - System Requirements