Step 4: Attach Omnichannel Alert Notification-related action calls to the events

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.

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, Step 2: Create Omnichannel Alert Notification hosted controls, and Step 3: Create Omnichannel Alert Notification-related action call. The configurations that you completed are required for this topic.

• You must be familiar with the following concepts in Unified Service Desk:

  • Unified Service Desk Hosted Controls

  • 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

Attach the action calls to events

1. Sign in to the Dynamics 365 instance.

2. Select the Down arrow next to Dynamics 365.

3. Select Unified Service Desk Administrator.

4. Select Events and then select the event to which you want to add the action call. Select CreateCustomerSession.

5. Select Add Existing Action Call. The Lookup Records pane appears.

6. In the Lookup Records pane, enter the name of the action call you want to add. Enter Create Customer Session in the search box and select the action from the list, and then select Add. The action call is added to the BrowserWindowReady event.

7. Select Save.

8. Repeat steps 4 through 7 to add the following action calls to the corresponding events.

Event	Action Call
CreateCustomerSession	Close Omnichannel Alert Notification Expand Right Pane Omnichannel Presence Status Create Customer Session Omnichannel Session Accepted Omnichannel Session Rejected Fire Session Timer Load Agent Search Session Page Load Default Agent Script Load Agent Session Overview Page Focus on Overview
IncomingRequestRejected	Close Omnichannel Alert Notification Omnichannel Session Rejected
TimedOut	Omnichannel Session Timeout
OmnichannelContextFetch	Show Chat Transfer Request Alert Notification Show Consult Request Alert Notification Show Simple Chat Request Alert Notification Show Simple Chat Request From Supervisor Alert Notification

Next topic: Step 5: Add the hosted control, events, and action calls to configurations

See also

• Configure notification for agents
• Step 1: Create forms to define layout and behavior of the notification
• Step 2: Create Omnichannel Alert Notification hosted controls
• Step 3: Create Omnichannel Alert Notification-related action calls
• Configure toast notification in Unified Service Desk