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Use external routing instead of Dynamics 365 Unified Routing

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Posted on by imtiazpk82

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Hi,

Is there any way to get the notifications of interaction from dynamics to some external application that will decide the routing of interaction(Chat, Call, Email as case, call etc) based on the agent availability in their contact center instead of using Dynamics unified routing?

Regards,

IK

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Hi,

Unfortunately, you can't achieve it.

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imtiazpk82 40 on at

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Hi,

Other CRM Platforms like Salesforce provide such integration(developer.salesforce.com/.../omnichannel_external_routing.htm) and we also used that as well for our contact center agents. Is there any road map for this type of integration in MS dynamics 365?

Regards

IK

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