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Service | Customer Service, Contact Center, Fie...
Answered

Use external routing instead of Dynamics 365 Unified Routing

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Posted on by 40

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

I have the same question (0)
  • Verified answer
    Community Member Profile Picture
    on at

    Hi,

    Unfortunately, you can't achieve it.

  • imtiazpk82 Profile Picture
    40 on at

    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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