CafeX is performing essential maintenance in the North America region on the 9th September 2019. During the maintenance period, CafeX expects there to be impact to Live Assist for Dynamics 365.
The schedule and progress is available on: https://status.liveassistfor365.com
Note that the maintenance will impact Dynamics 365 organisations in the following CRM regions:
- North America (crm.dynamics.com)
- Canada (crm3.dynamics.com)
All other regions will be unaffected.
Contact Support if you have any questions.
During a maintenance period we expect there to be impact to the following services:
- Chat Service
- Co-browse Service
- Voice and Video Escalation Service
- Chat bots
- Administration Portal
- On boarding Service
During the maintenance window, it is possible Live Assist logs agents out and they have to log in to the Agent application to continue using it. This may happen multiple times during the period affecting ongoing chats. Visitors will be able to engage with agents that are logged in throughout the maintenance period. However, there could be some loss of chat activity data. CaféX recommends disabling engagements during the maintenance period to avoid this happening.
The service that synchronizes user changes made in Dynamics 365 will be temporarily suspended. Any administration changes that you make during the maintenance window may be lost. CaféX recommends not making any changes during the maintenance period.
On boarding Service
We will be turning off the provisioning application which will prevent customers from installing Live Assist for Dynamics 365.
Upgrades will also be impacted and any customers attempting an upgrade during the maintenance period will encounter failures. Since upgrades are performed from within the Dynamics 365 Admin center CaféX cannot turn them off and recommend that customers do not attempt upgrades during the maintenance period.