Integrate Webex Contact Center with Microsoft Dynamics 365 (Version 1—Legacy)

The Webex Contact Center MS Dynamics Agent Desktop application supports both versions of Channel Integration Framework (CIF v1 and CIF v2). You must install the Channel Integration Framework on the MS Dynamics instance.

You must download and install the latest version of the Webex Contact Center MS Dynamics connector application from Microsoft Marketplace to support the CIF v1 and v2 versions.

Webex Contact Center MS Dynamics Agent Desktop connector application works only with Dynamics 365 (online) 9.1 and later. CIF v2 version works only with multisession apps. For multisession capabilities, the MS Dynamics instance must use a multisession app such as the Customer Service workspace.

The channel integration framework configuration page is used for embedding the Webex Contact Center Agent Desktop Application inside the MS Dynamics. The following section details the configuration of both channel integration framework version 1 and version 2.

The custom desktop layout configuration defines the properties to manage feature flags, customize the screen pop search, configure click to dial, and manage phone call activity record. You can download the latest custom desktop layout for Webex Contact Center MS Dynamics Agent Desktop Application from the following link https://github.com/CiscoDevNet/webex-contact-center-crm-integrations/tree/main/MS%20Dynamics.

The Contact Center Administrator needs to update the two properties that capture the general information of the Webex Contact Center MS Dynamics Agent Desktop application.

The default search parameter for the screen pop search is ANI or phone number of the caller. At times, even when the service provider sends the phone number in E.164 format (with the country code), the customer phone number is stored without the country code in the CRM. Therefore, it leads to screen pop search failure.

The following properties help to remove the country code from the ANI or phone number of the inbound call and are used for the screen pop search.

You can perform screen pop search based on ANI or phone number of the caller in Webex Contact Center MS Dynamics Agent Desktop application. The default search parameter for the screen pop search is ANI or phone number of the caller.

You can customize the screen pop search parameter based on business requirements. There is a feature flag in the custom desktop layout to enable this feature. There are additional properties to define the screen pop search parameter, crm entity name and crm entity field name.

Configure phone call activity record creation

Create a phone call activity record in MS Dynamics CRM automatically for both inbound and outbound calls. The administrator can control the phone call activity record creation using the desktop layout feature property.

Create phone call activity record for JSON object

{"createActivityRecordForInboundCall":true,"createActivityRecordForOutboundCall":true,"openActivityRecordAutomatically":false}

• “createActivityRecordForInboundCall” allows the administrator to control the phone call activity record creation for inbound calls. The possible value for this property is true or false. If the administrator sets the value as false, the system doesn't create the phone call activity record for the inbound call.

• “createActivityRecordForOutboundCall” allows the administrator to control the phone call activity record creation for outbound calls. The possible value for this property is true or false. If the administrator sets the value as false, the system doesn't create the phone call activity record for the outbound call.

• “openActivityRecordAutomatically” allows the administrator to control whether the phone call activity record opens automatically after the creation of record. If this property is enabled, the phone call activity opens for outbound calls at the beginning of the call and for inbound calls when the agent goes to wrap up state.

Configure click to dial

The click to dial feature of the Webex Contact Center MS Dynamics Agent Desktop Application allows the agent to initiate outdial calls directly from the MS Dynamics CRM application. You can customize the outdial ANI for outdial calls initiated from the MS Dynamics CRM.

Use the channelIntegrationFrameWorkVersion2Enabled property for enabling the Channel Integration Framework version v2.

Use the isWidgetDisplayEnabled property to enable the Actions widget. You must not modify this property's value in the custom desktop layout's headless section. The property is always set to false in the custom desktop layout's headless section. You should update the property's value only in the panel section of the custom desktop layout.

In Microsoft Dynamics CRM, a phone call activity record is automatically generated for both inbound and outbound calls. The custom desktop layout includes a configuration section that helps to map the associated call data to the corresponding fields of the phone call activity record in Microsoft Dynamics.

• “CadFieldName” is the CAD variable that holds the call information to be posted into Microsoft Dynamics.

• “msDynamicsFieldName” is the field where you can update the data and the value will be updated in the CadFieldName.

• “isDefaultValueEnabled” is the property that is used to decide whether to use the default value or any other constant to update the msDynamicsFieldName property. If this property is set to true, the value in the defaultFieldValue property is used to update the msDynamicsFieldName property.

• “defaultFieldValue” holds the default value that will be used to update the msDynamicsFieldName if the isDefaultValueEnabled property is set to true.

For example:

[{"CadFieldName":"callNotes","msDynamicsFieldName":"description","isDefaultValueEnabled":false,"defaultFieldValue":""},
{"CadFieldName":"directioncodeValue","msDynamicsFieldName":"directioncode","isDefaultValueEnabled":false,"defaultFieldValue":""}] 

Where the callNotes is the associated call data of the Webex Contact Center field and the description is the Microsoft Dynamics phone call activity record field.

You can create a case on demand during the call. The create or view case button in the Microsoft Dynamics Actions widget helps you to open the case object in edit mode anytime during the interaction.

The Actions widget configuration has the following properties:

{"actionsWidgetConfig": {"isLiveNotesEnabled": true, "isCreateCaseEnabled": true}

The isCreateCaseEnabled property is used to enable or disable the create case object.

In addition, the createCaseRecordConfig property is used to bind the CAD variable to the Microsoft Dynamics field. The mapping is an array of JSON objects and each JSON has four properties.

{"CadFieldName": "contactId", "msDynamicsFieldName": "customerid", "isDefaultValueEnabled": false, "defaultFieldValue": ""}

• “CadFieldName” is the CAD variable that holds the call information to be posted into Microsoft Dynamics.

• “msDynamicsFieldName” is the field where you can update the data and the value will be updated in the CadFieldName.

• “isDefaultValueEnabled” is the property that is used to decide whether to use the default value or any other constant to update the msDynamicsFieldName property. If this property is set to true, the value in the defaultFieldValue property is used to update the msDynamicsFieldName property.

• “defaultFieldValue” holds the default value that will be used to update the msDynamicsFieldName if the isDefaultValueEnabled property is set to true.

For example:

[{"CadFieldName":"contactId","msDynamicsFieldName":"customerid","isDefaultValueEnabled":false,"defaultFieldValue":""},
{"CadFieldName":"ivrDescription","msDynamicsFieldName":"title","isDefaultValueEnabled":true,"defaultFieldValue":"case created by webexcc"}] 

Where the contactId is the selected contact for the call and the customerid is the Microsoft Dynamics case record field.

The actions widget is enabled by default, however, you can enable or disable the create case and live notes features from the custom desktop layout.

If the customer information is not available in the screen pop search, a new contact form appears, pre-filled with the caller's details such as their phone number and other data associated with the call. These details are captured from the customer through IVR. From the custom desktop layout, you can map this Webex Contact Center call-associated data to the corresponding fields on the Microsoft Dynamics form.

• “CadFieldName” is the CAD variable that holds the call information to be posted into Microsoft Dynamics.

• “msDynamicsFieldName” is the field where you can update the data and the value will be updated in the CadFieldName.

• “isDefaultValueEnabled” is the property that is used to decide whether to use the default value or any other constant to update the msDynamicsFieldName property. If this property is set to true, the value in the defaultFieldValue property is used to update the msDynamicsFieldName property.

• “defaultFieldValue” holds the default value that will be used to update the msDynamicsFieldName if the isDefaultValueEnabled property is set to true.

For example:

[{"CadFieldName":"phoneNumber","msDynamicsFieldName":"telephone1","isDefaultValueEnabled":false,"defaultFieldValue":""}] 

Where the phoneNumber is the associated call data of the Webex Contact Center field and the telephone1 is the Microsoft Dynamics contact record field.