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Omnichannel Routing not progressing past Intake stage

Posted on by 5

I have routing configured for Tasks in Omnichannel but the routing never seems to progress past the "Intake stage". This stage successfully completes but then the routing just stops.
I cannot determine why this is.
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My workstream is configured very simply, as below, but it never seems to trigger the Classification or Routing Rules:
pastedimage1654077059328v2.png


Unified routing is on, the APIs have been granted permission, my users have bookable resources, my queues have the "Round Robin" OOTB assignment method.

I'm at a loss as to why this is not functioning. Might somebody be able to point me in the right direction here please?



  • Verified answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Omnichannel Routing not progressing past Intake stage

    Hi,

    Please refer to the following tutorial:

    MB-230: Microsoft Dynamics 365 Customer Service – Omnichannel Record Routing | Microsoft Dynamics 365 (neilparkhurst.com)

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