Integrate Webex Contact Center with Microsoft Dynamics 365

Before you integrate Webex Contact Center with the Microsoft Dynamics 365 CRM console, ensure that you have the following:

Access to Webex Contact Center.
Administrator access to the Control Hub at https://admin.webex.com and the Webex Contact Center Management Portal. The URL for the Management Portal is specific to your region.
- North America: https://portal.wxcc-us1.cisco.com
- UK: https://portal.wxcc-eu1.cisco.com
- EU: https://portal.wxcc-eu2.cisco.com
- APJC: https://portal.wxcc-anz1.cisco.com
An agent with access to the Desktop. The URL for the Desktop is specific to your region.
- North America: https://desktop.wxcc-us1.cisco.com
- UK: https://desktop.wxcc-eu1.cisco.com
- EU: https://desktop.wxcc-eu2.cisco.com
- APJC: https://desktop.wxcc-anz1.cisco.com
Agent access to the following domain that is added in the Content Security Policy Allowed List:
- *.dynamics.com
For more information on how to define the allowed list, see the Security Settings for Webex Contact Center article.

Webex Contact Center for Microsoft Dynamics uses the Microsoft Channel Integration framework to integrate with Agent desktop. The system requirements for Dynamics 365 Channel Integration Framework are:

Dynamics 365 (online) 9.1 and later

We don't support integrations with Microsoft Dynamics on-premise versions.

A Microsoft Dynamics 365 sales instance. For more information, see Start a Dynamics 356 Sales Trial.
Access to the Desktop Layout (JSON) for Microsoft Dynamics at https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/MS%20Dynamics.

To integrate Webex Contact Center with the Microsoft Dynamics 365 console, complete the following tasks:

Start a Dynamics 365 Sales Trial

1	Go to the Dynamics 365 Sales page at: https://dynamics.microsoft.com/en-us/dynamics-365-free-trial/.
2	Click Try for free.
3	Follow the on-screen guidance to enter your email and contact information.
4	Set up your account and click the email to start your free trial.
5	Log in to the Power Platform admin center with your trial instance at: https://admin.powerplatform.microsoft.com/environments/`<your instance>`.
6	In the site map, select Environments.
7	Select the new environment that you created and make a note of the URL in the Environment URL field. You use this URL when you configure the Dynamics 365 Desktop layout on Webex Contact Center.

Install the Channel Integration Framework Application

1	Sign in to Dynamics 365.
2	Click the gear icon at the upper right of the window, and select Advanced Settings.
3	On the Settings page, click Microsoft AppSource.
4	In the Search field, search for and select Dynamics 365 Channel Integration Framework.
5	Click Get it now.
6	Sign in to Microsoft AppSource with your *.onmicrosoft.com account.
7	From the Select an environment field, choose Sales Trial.
8	Accept the Legal Terms and Privacy Statements.
9	Click Agree.

Install Webex Contact Center for Microsoft Dynamics 365

Before you begin

Ensure that you install the Channel Integration Framework application before you install Webex Contact Center for Microsoft Dynamics 365. For more information, see Install the Channel Integration Framework Application.

1	Sign in to Dynamics 365.
2	Click the gear icon at the upper right of the window, and select Advanced Settings.
3	On the Settings page, click Microsoft AppSource.
4	In the Search field, search for and select Cisco Webex Contact Center for Microsoft Dynamics.
5	Click Get it now.
6	Sign in to Microsoft AppSource with your *.onmicrosoft.com account.
7	Accept the Legal Terms and Privacy Statement.
8	Click Agree. The installation takes some time to complete.
9	To check the status of the installation, log in to the Power Platform admin center at: https://admin.powerplatform.microsoft.com/environments/`<your instance>`.
10	Select Environments > Sales Trial.
11	On the Sales Trial page, go to the Resources pane and click Dynamics 365 Apps.
12	Ensure that the status of the following applications is Installed: Cisco Webex Contact Center for Microsoft Dynamics Dynamics 365 Channel Integration Framework

Set Up the Webex Contact Center Connector for Microsoft Dynamics 365

On the Dynamics 365 home page, from the Dynamics 365 drop-down list, select Channel Integration Framework.

The Active Channel Providers page lists the preconfigured Webex Contact Center channel, if any.

Click the instance of the Webex Contact Center channel, if any.

On the Channel Provider Webex Contact Center page, click Delete and confirm the deletion.

On the Active Channel Providers page, click New and enter the following information:

Use the values shown in the list. If the list does not specify a value, leave the field blank. Leave the Custom Parameters field blank.

Name: Webex Contact Center
Label: Webex Contact Center
Channel URL: The Desktop URL for your region.
- North America: https://desktop.wxcc-us1.cisco.com
- UK: https://desktop.wxcc-eu1.cisco.com
- EU: https://desktop.wxcc-eu2.cisco.com
- APJC: https://desktop.wxcc-anz1.cisco.com
Enable Outbound Communication: Yes
Channel Order: 1
API Version: 1.0

From the Select Unified Interface Apps for the Channel drop-down list, select Customer Service Hub.

The connector application only supports the Unified Interface Apps.

From the Select the Roles for the Channel drop-down list, select the applicable role.

Click Save.

The Webex Contact Center page appears.

Click the URL in the Channel URL field to validate the configuration.

Set Up the Dynamics 365 Desktop Layout on Webex Contact Center

You can download the Desktop Layout JSON file for Microsoft Dynamics 365 from https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/MS%20Dynamics.

For more information about the Webex Contact Center Management Portal Desktop Layout, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.

1	Open the Microsoft Dynamics Desktop Layout JSON file and enter an Agent DN in the agentDN field.
2	In the hostName field, enter the Dynamics 365 Environment URL.
3	Save your changes.
4	Go to the Webex Contact Center Management Portal.
5	From the Management Portal navigation bar, choose Provisioning > Desktop Layout.
6	Click New Layout and enter the details for the desktop layout.
7	Upload the Microsoft Dynamics Desktop Layout JSON file.
8	Click Save to save the configuration. You can now start the Webex Contact Center Desktop within the Dynamics 365 CRM console.

Before you make outdial calls, ensure that you do the following:

Create the outdial entry point and set up an outdial entry point strategy.
Enable outdial ANI for the Agent Profile.
Set the outdial ANI to a Dial Number-to-Entry Point mapping.

For more information, see the Provisioning chapter of the Cisco Webex Contact Center Setup and Administration Guide.

For information on how to use Desktop, see the Cisco Webex Contact Center Agent Desktop User Guide.

Start the Integrated Desktop for Microsoft Dynamics 365

1	Sign in to Dynamics 365.
2	On the Dynamics 365 page, select the App selection link at the upper left of the page.
3	In the Published Apps area, select Customer Service Hub.
4	On the Webex Contact Center widget, click Sign In. The integrated Webex Contact Center Desktop opens on the right side of the Microsoft Dynamics 365 console.

Manage Incoming Calls

1	On the Dynamics 365 page, from the Dynamics 365 drop-down list, select the Customer Service Hub application.
2	Sign in to the Webex Contact Center Desktop application.
3	On the Agent Desktop page, change the status to Available to receive calls.

Manage Outgoing Calls

1	On the Dynamics 365 page, from the Dynamics 365 drop-down list, select the Customer Service Hub application.
2	Sign in to the Webex Contact Center Desktop application.
3	On the left navigation pane, click Contacts to display the list of contacts.
4	Select the contact that you want to call.
5	Click the Dialer icon in the Mobile Phone or the Business Phone field. Desktop places the call to the customer and changes the agent status to Idle.