A defect was introduced in a recent release of D365 Customer Service which impacts new and some upgraded Omni Channel installs.
This defect prevents the presence icon from appearing in the top right hand corner. In the most recent release the team have created a loader page which gives an indication of the progress of the page load and details what is happening. This is great! However, in the omnichannel channel integration record, the url setting does not point to this new loader page. This is not so great.
In order to resolve the issue:
- Browse to the new App Profile Manager – which is only available in the new maker experience
- Go to the Omni Channel Upgraded OOB default App Profile
- Browse to Channel Provider Customer Service Workspace and select omni channel
- Change the url in the channel url field to the url below:
https://oc-cdn-ocprod.azureedge.net/convcontrol/ChatControl.htm?uci=true&clientName=zfp&cloudType=Public&env=prod&ocBaseUrl=<<org url>>.omnichannelengagementhub.com&ucilib=<<orgurl>>/webresources/Widget/msdyn_ciLibrary.js
- When the URL is updated, save the record.
- Refresh the agent screen. You’ll see not only the new loader experience BUT the presence as well.
Hope this helps!
Everything D365 
Hello,
Thanks for sharing, I followed your steps and changed the URL but unfortunately, the Presence Icon keeps loading and not clickable. I checked the “Channel Integration Framework” and I didn’t find any active channel knowing that in the Omnichannel Administration there already an active one and there I did the changes.
Any idea why this problem keeps occur?
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Hi Julien
Are you seeing the Channel Integration Framework app and the current record for Omni Channel?
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Hello,
I do have the same issue
i checked Channel Integration Framework app but the omni channel doesn’t exist in it
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There are two different tables now. The best option is to do an advanced find and look at both tables. You’ll be able to see omnichannel using the historical table record.
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Hi it seems the loader gets stuck at 25% and then I get the following error;
There was a problem with your single sign-on account. Please sign out of all Microsoft Dynamics 365 apps and sign in again. If this continues, have your administrator contact Microsoft Support with client session ID: 1a9158c0-b67b-4b8e-86eb-b23b50a90dea.
with a red error dot for the icon “presence loading failed”
Are you familiar with this issue?
Thanks
Karan
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Hi
You can resolve this by going to Azure Active Directory and disabling security defaults or setting up MFA for the account in question.
Thanks!
Tricia
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Hi Tricia, that seemed to do the trick!
Thank you very much.
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Phew, this saved me. How on earth were you able to figure this out? MS Support ticket?
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Trial and error 😅
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