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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / unified routing is not...
Service | Customer Service, Contact Center, Fie...
Suggested answer

unified routing is not enabling

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Posted on by Anandhcrm
Hi,
 
our dynamics 365 customer servicer has enterprise edition which should have the unified routing feature available.
 
But I cannot enable the unified routing in my app. when I try to turn on, nothing happens. Any suggestion pls ?
 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    unified routing is not enabling
    Hi Partner,
    1.Checking the following prerequisites:
    2.the link for Provide consent?
    When I try to click the enable button, the browser pops up a small window:
    If nothing shows up when you click on it, try checking if your browser is blocking new windows from popping up!
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah
  • Anandhcrm Profile Picture
    Anandhcrm on at
    unified routing is not enabling
    Hi Leah Ju,
     
    Thank you for your response.
     
    I tried in both the apps customer service hub and customer service admin center. 
     
    I did not find the link for Provide consent. I am having the system administrator role. Is any high level role required to see the Provide consent link ?
     
    I am having the customer service enterprise edition only. My question is why the turn on unified routing option is disabled ?
     
    Any specific role required or any other add on required ? I am very confused. 
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    unified routing is not enabling
    Hi Partner，
    Checking your license:
    The requirements for unified routing are same as those that are applicable for Omnichannel for Customer Service. More information: System requirements for Omnichannel for Customer Service
    Also, you can refer to the following blog:
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah

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