Access Webex Contact Center within Microsoft Dynamics 365

This section provides instructions on how to access the Webex Contact Center after it is integrated within the Microsoft Dynamics connector.

1

Sign in to your Microsoft Dynamics account.

2

Switch to the Customer Service workspace application if necessary.

3

Select SIGN IN on the Webex Contact Center within Dynamics gadget:

4

A popup window appears showing the Webex login page. Enter your email address and login to Webex.

5

Accept the request to access Webex Connect.

6

Enter your Station Credentials.

  1. Telephony Option: Choose either a Dial Number or an Extension.

  2. Extension/Dial Number: Type your phone number or Webex Calling Extension number.

  3. Team: Choose your team from the drop-down box.

  4. Remember credentials: Choose this option to save your credentials.

  5. Click SIGN IN to finish the sign-in process.

7

The agent should now be logged in and in a Not Ready status, as indicated by the circle with the horizontal line status icon.

8

By clicking on the status icon, the agent can change to Ready or select a different NotReady reason code.

9

The agent is ready to take calls after selecting the Available status.

Manage incoming calls

1

Click the state button to change the agent state to Available.

2

Answer the incoming call on your ringing device.

3

While in the Engaged state, the agent may preset a status for when the call ends.

4

Click the Pause button to put the call on hold.

5

To resume, click the Play button.

6

Click the Transfer button to initiate a Consult or Direct Transfer call.

  1. To transfer a call to a queue, type queue name/number in the search field to display the available queue options.
  2. To transfer a call to an entry point, type EP name/number in the search field to display the EP list.

What to do next

Consult

  1. Type the number or extension in the Search and dial field and click the Dial button.
  2. Once the call is established, click the Call through button.
  3. Choose either Transfer or Conference option and click OK to initiate the call.

Direct Transfer

  1. Type the number or extension in the Search and dial field and click the Dial button.

  2. Click the red phone button to end the call.

  3. When the call has ended, choose and set a Wrap-up reason.

  4. After the call is disconnected, the inactive session tab must be closed.

Manage outgoing calls

1

Using manual dial:

  1. Type the number to be dialed in the Search and dial field, including any required prefix.

  2. Click the Dial button to place an outbound call.

2

Using Phonebook:

  1. Type the name in the Search and dial field to query phone book entries.

  2. Click the phone icon on the desired contact to place call.

It is only possible to use the Webex Phone book (buddy list) to search for contacts. No CRM records will be displayed.

Interface Options

1

Call details—This section will display your available CTI data and link to phone log.

  1. Click Record to Share button to open the phone log for an active call.

  2. CTI data is displayed on an active call.

2

Create—Click Create new Contact or Create new Case to open a new Account or Case in edit mode.


3

Log—Every inbound and outbound call generates a phone log by default.

4

Associate

  1. To update Name or Related To on the task, navigate to the desired record.

  2. Click Assign opened record button.

  • Type a comment in the Write a note field.
  • Click Save. The typed note is saved in the Description field of the phone call log.

Reports menu

Analyzer Reports

1

Click the menu button to open reports.

2

Click on a report to open in a new window.

Options menu

This section gives additional information, options and sign out functionality.

  • Enable dark mode—Changes them from light to dark.

  • About—Provides additional software information.

  • Sign Out—Logs the agent out of system phone.