Skip to main content

Notifications

Customer Service forum
Suggested answer

Proxy blocking Omni-channel chat - whitelist URLs required for proxy bypass?

Posted on by 10

Our organisation web proxy filter is blocking Omni-channel for Customer Service chat.

Is anyone able to provide a link to an article/page/document/file with the pre-requisite whitelist URLs for this service to allow chat to work through a web filtering proxy?

  • Stephen Crown Profile Picture
    Stephen Crown 10 on at
    RE: Proxy blocking Omni-channel chat - whitelist URLs required for proxy bypass?

    Hi,

    Thank you. MS Support have just responded to a ticket we raised, and that domain is included....however, in our testing to reverse engineer the requirements for url whitelisting, we've not (yet) seen that url.

    The urls/domain below are objectively evidenced as used/connections when using developer mode on Chrome

    ```

    oc-cdn-ocprod.azureedge.net/*

    oc-cdn-public-gbr.azureedge.net/*

    https://swc.cdn.skype.com/*

    config.edge.skype.com/*

    bot-framework.azureedge.net/*

    content.powerapps.com/*

    ```

    Microsoft support provided this information when a ticket was logged to gain the info from them:

    ```

    Omnichannel owned endpoints

    https://*.omnichannelengagementhub.com

    oc-auth.azurewebsites.net

    In addition, Omnichannel also reaches to teams & skype endpoints for communication

    https://*.teams.microsoft.com

    https://*.skype.com

    And Microsoft AD urls for auth

    https://login.windows.net

    login.microsoftonline.com

    ```

    I'm going back to MS Support to see why we saw different URLs/domains than those put forward by them to see if we can get a concrete set of pre-requisite domains/urls.

  • Suggested answer
    Srikanta Mahapatro Profile Picture
    Srikanta Mahapatro 190 on at
    RE: Proxy blocking Omni-channel chat - whitelist URLs required for proxy bypass?

    Hi,

    Can you try once, after whitelist the "omnichannelengagementhub.com" domain in your organization web proxy.

    Please mark as verified if the answer is helpful.

  • Stephen Crown Profile Picture
    Stephen Crown 10 on at
    RE: Proxy blocking Omni-channel chat - whitelist URLs required for proxy bypass?

    Hi,

    Yes - this isn't a browser issue, but one where when connected to a network controlled by our organisation, the chat function stops working. As soon as connected back to a direct internet connection (no web filtering), it works again.

    We saw this with CafeX Live Assist as well - web filtering proxies block the chat traffic connections if the company/organisation has a block on "chat" services.

  • LuHao Profile Picture
    LuHao 40,870 on at
    RE: Proxy blocking Omni-channel chat - whitelist URLs required for proxy bypass?

    Hi Stephen,

    Have you tried using another browser to use Omni-channel for Customer Service chat?

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

November Spotlight Star - Khushbu Rajvi

Congratulations to a top community star!

Forum Structure Changes Coming on 11/8!

In our never-ending quest to help the Dynamics 365 Community members get answers faster …

Dynamics 365 Community Platform update – Oct 28

Welcome to the next edition of the Community Platform Update. This is a status …

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,867 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 229,173 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans