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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:

For detailed steps and additional resources, refer to the Dynamics 365 Contact Center documentation: - Dynamics 365 Contact Center Documentation - Provision Channels - System Requirements