Step 3: Create Omnichannel Alert Notification related-action calls
Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.
This topic describes how to create Omnichannel Alert Notification-related actions calls.
Prerequisites
You must have required Dynamics 365 Customer Service permissions to configure Unified Service Desk and access the required Dynamics 365 Customer Service entities. More information: Access management in Unified Service Desk
You must have completed Create agent and supervisor configurations in Unified Service Desk Step 1: Create forms to define layout and behavior of the notification and Step 2: Create hosted controls. The configurations that you completed are required for this topic.
You must be familiar with the following concepts in Unified Service Desk:
These three types of hosted controls: Connection Manager, Global Manager, and Panel Layout. More information: Hosted control types, action, and event reference in Unified Service Desk
Filter access using Unified Service Desk. More information: Manage access using Unified Service Desk configuration
Create action calls
Sign in to the Dynamics 365 instance.
Select the Down arrow next to Dynamics 365.
Select Unified Service Desk Administrator.
Select Action Calls and select + New.
In the new page, specify the following details.
| Tab | Field | Value |
|---|---|---|
| General | Name | Close Omnichannel Alert Notification |
| General | Hosted Control | Omnichannel Alert Notification |
| General | Action | Close |
Save the action call.
Repeat steps 1 through 5 to create the following additional action calls.
Show Simple Chat Request Alert Notification
| Tab | Field | Value |
|---|---|---|
| General | Name | Show Simple Chat Request Alert Notification |
| General | Hosted Control | Omnichannel Alert Notification |
| General | Action | Show |
| General | Data | formname=SimpleChatRequestPopUpForm top=10 left=98 timeout=120 stack=true stackHeight=50 cid=[[ConversationId]+] from=[[From]+] isUniqueContactRecognized=[[IsUniqueContactRecognized]+] jobTitle=[[contact_jobtitle_0]+] email=[[contact_emailaddress1_0]+] state=[[contact_Address1_Stateorprovince_0]+] city=[[contact_Address1_City_0]+] position=absolute isAccept=TRUE isReject=TRUE |
| Advanced | Condition | [[RequestType]] == "1" |
Show Chat Transfer Request Alert Notification
| Tab | Field | Value |
|---|---|---|
| General | Name | Show Chat Transfer Request Alert Notification |
| General | Hosted Control | Omnichannel Alert Notification |
| General | Action | Show |
| General | Data | formname=ChatTransferRequestPopUpForm top=8 left=85 timeout=120 stack=true stackHeight=100 cid=[[ConversationId]+] showWarning=[[showWarning]+] from=[[From]+] isUniqueContactRecognized=[[IsUniqueContactRecognized]+] jobTitle=[[contact_jobtitle_0]+] email=[[contact_emailaddress1_0]+] state=[[contact_Address1_Stateorprovince_0]+] city=[[contact_Address1_City_0]+] CanActivateSession=[[CanActivateSession]+] SessionTabId=[[SessionTabId]+] placementmode=absolute isAccept=TRUE isReject=TRUE |
| Advanced | Condition | [[RequestType]] == "3" && "[[ParticipantInitiatorType]+]" != "AutoAssign" |
Show Consult Request Alert Notification
| Tab | Field | Value |
|---|---|---|
| General | Name | Show Consult Request Alert Notification |
| General | Hosted Control | Omnichannel Alert Notification |
| General | Action | Show |
| General | Data | formname=ConsultRequestPopUpForm top=8 left=85 timeout=120 stack=true showWarning=[[showWarning]+] stackHeight=100 cid=[[ConversationId]+] from=[[From]+] isUniqueContactRecognized=[[IsUniqueContactRecognized]+] jobTitle=[[contact_jobtitle_0]+] email=[[contact_emailaddress1_0]+] state=[[contact_Address1_Stateorprovince_0]+] city=[[contact_Address1_City_0]+] CanActivateSession=[[CanActivateSession]+] SessionTabId=[[SessionTabId]+] placementmode=absolute isAccept=TRUE isReject=TRUE |
| Advanced | Condition | [[RequestType]] == "2" |
Expand Right Pane**
| Tab | Field | Value |
|---|---|---|
| General | Name | Expand Right Pane |
| General | Hosted Control | Omnichannel Popup Notification |
| General | Action | SetVisualProperty |
| General | Data | elementName=RightPanelExpander propertyname=IsExpanded value=true |
Create Customer Session
| Tab | Field | Value |
|---|---|---|
| General | Name | Create Customer Session |
| General | Order | 10 |
| General | Hosted Control | CRM Global Manager |
| General | Action | CreateSession |
| Advanced | Condition | [[$GlobalDictionary.CurrentSessionCount]+] < [[$Global.maxNumberOfSessions]+] && '[[CanActivateSession]+]' != 'True' |
Omnichannel Activate Session
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Activate Session |
| General | Hosted Control | Session Tabs |
| General | Action | SwitchSession |
| General | Data | sessionid=[[SessionTabId]+] |
| Advanced | Condition | '[[CanActivateSession]+]' == 'True' |
Omnichannel Rehydrate Conversation
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Rehydrate Conversation |
| General | Hosted Control | Communication Panel |
| General | Action | OmnichannelSwitchSessionsTabs |
| General | Data | SessionTabId=[[SessionTabId]+] |
| Advanced | Condition | '[[CanActivateSession]+]' == 'True' |
Set IsCaseSession to False
| Tab | Field | Value |
|---|---|---|
| General | Name | Set IsCaseSession to False |
| General | Data | 10 |
| General | Hosted Control | CRM Global Manager |
| General | Action | CopyToContext |
| General | Data | IsCaseSession=False |
| Advanced | Condition | [[$GlobalDictionary.CurrentSessionCount]+] < [[$Global.maxNumberOfSessions]+] |
Omnichannel Session Accepted
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Session Accepted |
| General | Order | 15 |
| General | Hosted Control | Communication Panel |
| General | Action | OmnichannelSessionAccepted |
| General | Data | ConversationId=[[cid] SessionTabId=[[$Session.ActiveSession]] From=[[from]] CanActivateSession=[[CanActivateSession]+] |
| Advanced | Condition | [[$GlobalDictionary.CurrentSessionCount]+] < [[$Global.maxNumberOfSessions]+] || '[[CanActivateSession]+]' == 'True' |
Omnichannel Presence status**
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Presence Status |
| General | Hosted Control | Communication Panel |
| General | Action | OmnichannelPresenceUpdate |
ExecuteKBSearchOnDataAvailable**
| Tab | Field | Value |
|---|---|---|
| General | Name | ExecuteKBSearchOnDataAvailable |
| General | Order | 20 |
| General | Hosted Control | CRM Global Manager |
| General | Action | ExecuteOnDataAvailable |
| General | Data | milliseconds=5000 [[$Context.PRECHATANSWER3]] |
Load Default Agent Script**
| Tab | Field | Value |
|---|---|---|
| General | Name | Load Default Agent Script |
| General | Order | 150 |
| General | Hosted Control | Agent Script HC |
| General | Action | GotoTask |
| General | Data | Welcome Script |
Load Agent Session Search Page
| Tab | Field | Value |
|---|---|---|
| General | Name | Load Agent Session Search Page |
| General | Order | 20 |
| General | Hosted Control | Omnichannel Advanced Search |
| General | Action | Navigate |
| General | Data | url=/main.aspx?pagetype=control&controlName=MscrmControls.OCSearchRuntime.OCSearchRuntimeControl&navbar=off |
Load Agent Customer Summary Page
| Tab | Field | Value |
|---|---|---|
| General | Name | Load Agent Customer Summary Page |
| General | Order | 200 |
| General | Hosted Control | Customer Summary |
| General | Action | Navigate |
| General | Data | url=/main.aspx?navbar=off&cmdbar=false&pagetype=entityrecord&etn=msdyn_ocliveworkitem&formid=5fe86453-73ea-4821-b6dd-ddc06e1755a1&bodyOnly=true# Hidenav=true |
Focus on Customer Summary
| Tab | Field | Value |
|---|---|---|
| General | Name | Focus on Customer Summary |
| General | Order | 220 |
| General | Hosted Control | CRM Global Manager |
| General | Action | ShowTab |
| General | Data | Customer Summary |
Omnichannel Session Rejected
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Session Rejected |
| General | Order | 16 |
| General | Hosted Control | Communication Panel |
| General | Action | OmnichannelSessionRejected |
| General | Data | ConversationId=[[cid]] |
Omnichannel Session Timeout
| Tab | Field | Value |
|---|---|---|
| General | Name | Omnichannel Session Timeout |
| General | Order | 16 |
| General | Hosted Control | Communication Panel |
| General | Action | OmnichannelSessionTimeout |
| General | Data | ConversationId=[[cid]] |