Will Provisioning Omnichannel "Break" Channel Integration Framework in same environment?

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Posted on by GC-29041623-0

I'm hoping someone might know the answer to this. We currently have our Cisco phone system integrated with Dynamics 365 using the Channel Integration Framework and accessing it through a custom app that are agents all use We are moving to the Omnichannel solution and migrating all agents over to the Customer Service Workspace App. When we provision the Omnichannel into our production environment, will it break any Channel Integration Framework configurations that we have configured for our current telephony solution or will Omnichannel work in the CS Workspace App and our Channel Integration Framework solution will continue to work in our custom apps?

Thanks in advance. I can't seem to find a straightforward answer to this question.

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PerezAguiar Microsoft Employee on at

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Hey!

If the current environment doesn't have any Omnichannel, and you have a custom app working, deploying Omnichannel should not affect. However, this is the kind of scenarios that makes sense to test in lower environments, so you can verify how it behaves. You would perform a copy from Prod To Test/UAT/QA. If omnichannel is currently deployed (althought not configured), you'll need to de-provision. THen you would test your CIF+CustomApp and then provision Omnichannel.

Regards,

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