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Update 2409.4 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
- Sign in to your
https://<org>.dynamics.com/appsenvironment. - Select Settings > Advanced Settings on the command bar. The Settings page is displayed in a new browser tab.
- 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 1.5.26.108
- PrimeSMSAnchor 1.5.26.114
- PrimeSocialChannelsAnchor 1.5.26.99
- PrimeTeams 1.5.26.85
- PrimeTelephony 1.5.26.317
- UnifiedRoutingPrime 1.5.26.139
Update 24094 has the following
New/Enhanced Functionality
- Enhanced First In, First Out prioritization for async channels improves conversation handling time
- Enhancements for Assignment VNext supports non-phone call channels, enabling better management and tracking of customer interactions across AMB, Teams and Custom Channel
- Improvements in Queue entity ensure accurate response time calculations and improved workflow management
- Improvements made for Voice PSTN Channel settings to enhance agent productivity with real-time AI features
Repaired Functionality
Voice
- Fixed transcript issues for bridged transfers, improving customer service experience and reducing confusion
- Improves privacy and compliance in Voice by ensuring external participant phone numbers are not exposed in logs during external transfers
- Customer would be notified with a system message when the supervisor joins as consultant
- Improves inbound call reliability by preventing recording clipping and audio issues in phone call documentation updates for optimized IVR bot recordings
Messaging channels
- Fixed issues in Record Routing and WhatsApp Messaging Assignments, ensuring seamless assignment functionality
- Fixed the agent notification template For Queue Transfer and Escalated from Bot, after a reject/timeout
- The "End" button on the primary side will no longer be grayed out when the consultant leaves the session
Security
- Removed current custom audience validator implementation and using default audience validator
- Removed the full response and logging only status code and content
- Resolved the issues to prevent logging cookies stored in the response headers
Europa
- Fixed copy org issues when the customer org is soft deleted
Return to the released versions page.