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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Communication panel do...
Service | Customer Service, Contact Center, Fie...
Answered

Communication panel doesn't load in Omnichannel for Customer Service app

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Posted on by Moamen Ibrahim 5

I am not able to load the communication panel within Omnichannel for customer service app.

I am following the resolution in this article, however, it seems that the channel integration framework is not configured properly.

https://docs.microsoft.com/en-us/dynamics365/omnichannel/troubleshoot-omnichannel-customer-service#communication-panel-doesnt-load-in-omnichannel-for-customer-service-app

It used to work on the same environment earlier, however, we needed to remove the configuration record "Channel Provider". After trying to create a new record, we can't get it to work, i believe the problem is in the channel url value while creating a new record.

It should be in the following format, but can someone share a working example or a clarification for the placeholders in the URL.

<Chat control cdn url>?uci=true&env=&ocBaseUrl=<oc endpoint>&ucilib=<crm org url>/webresources/Widget/msdyn_ciLibrary.js
  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Communication panel doesn't load in Omnichannel for Customer Service app

    Glad to hear it's worked! :)

  • Moamen Ibrahim Profile Picture
    Moamen Ibrahim 5 on at
    RE: Communication panel doesn't load in Omnichannel for Customer Service app

    Thanks The CRM Ninja

    That worked for me. I also found that if i uninstalled the channel integration framework solution and then reinstalled it it will create a record for me.

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Communication panel doesn't load in Omnichannel for Customer Service app

    Hi Moamen

    The placeholders work as follows:

    Chat control cdn URL - this is the URL for the Omnichannel instance in the back end. The best way to get this is to create a new chat widget, and it'll show in there on the second line for the 'SRC' value

    OC Endpoint - this is the URL for your omnichannel organisation. Eg https://org123456-crm11.omnichannelengagementhub.com. It can also be pulled from the chat widget code, being the value for 'data-org-url'

    CRM Org URL - this is the URL for your Dynamics 365 instance. Eg https://org12345.crm11.dynamics.com/.

    Please let me know if you have any other issues with this

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