Provision unified routing for Customer Service

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Note

Case information is applicable only to Customer Service.

Perform the steps mentioned in this topic to provision unified routing in Customer Service. By default, unified routing isn't enabled if only Customer Service is installed.

Prerequisites

Provision unified routing for Customer Service only

  1. In the site map of Customer Service admin center or Contact Center admin center, select Routing. The Routing page appears.

  2. In Manage unified routing, select Manage.

  3. On the Manage unified routing page, switch the toggle to Yes for Unified routing.

  4. Select Save. A message that unified routing provisioning is in process appears.

If the provisioning fails, go to Dynamics 365 Customer Service and Dynamics 365 Contact Center troubleshooting or contact Microsoft Support to help resolve the issue.

Provision unified routing in Customer Service with omnichannel application

When the omnichannel capabilities are available but not deployed, in the Service Configuration Settings page, the following message will appear:

"Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support."

When Omnichannel for Customer Service doesn't have the required solutions, the following message will appear:

"Before unified routing can be turned on, Omnichannel needs to be updated. Please contact Microsoft Support."

Next steps

Next step. Set up the user as a bookable resource
Home. Process for setting up unified routing

Provide consent to access data
Set up record routing
Provision channels