Access and use Webex Contact Center within Microsoft Dynamics 365 (Version 2-New)

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 for `Dial Number/Extension` or for `Desktop` options. Telephony Option: Choose a Dial Number, Extension, or Desktop. Extension/Dial Number: Type your phone number or Webex Calling Extension number. No number needed for Desktop. Team: Choose your team from the drop-down box. Remember credentials: Choose this option to save your credentials. 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. When logging in with the telephony option “Desktop,” calls can be accepted or rejected in the connector.
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	Select the Transfer button to initiate a Consult or Direct Transfer call. To transfer a call to a queue, type `queue name/number` in the search field to display the available queue options. 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

Type the number or extension in the Search and dial field or the dial pad and click the Dial button.
The customer call is put on hold. At the bottom of the gadget, a ‘pause’ icon appears on the customer call’s tab button. Next to it, a new consultation call tab button appears. This allows agents to manage the consultation call and customer call separately. Agents can switch back to the original call at any time to access its control buttons. The currently active call is highlighted by a blue line directly above its tab button. Please note that all actions (CTI data changes, lookups, record mappings, creation actions, etc.) performed on a specific call use that call’s associated data.
Once the call is established, click the Call through button.
Choose either Transfer or Conference option and click OK to initiate the call.

Post Call State limitations

Reloading the connector while in the post-call state during a consult or conference call is not supported. It causes the agent to lose call and agent control and triggers an alert. Agents must sign in to the Webex Contact Center Desktop and complete the post-call state there.

Direct Transfer

Type the number or extension in the Search and dial field and click the Dial button.
When the call has ended, choose and set a Wrap-up reason.
If the Auto Wrap-up extension is enabled, click X on the blue timer button to cancel the auto wrap-up timer.
After the call is disconnected, the inactive session tab must be closed.

Manage outgoing calls

Using manual dial:

Type the number to be dialed in the Search and dial field, including any required prefix.
Click the Dial button to place an outbound call.

Phonebook:

Type the name in the Search and dial field to query phone book entries. Please note it is only possible to use the Webex Phone book (buddy list) to search for contacts. No CRM records will be displayed.
In the Dialpad that opens, type the number to be dialed in the Enter phone number and dial field or click the numbers on the dial pad and click the phone icon to place a call.

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

Use Webex Directory Search to find and call other organization members.

Agents can search the Webex directory directly from the connector.

Click a phone number in the directory search results to place an outbound call.

For search behavior and limitations, see Webex Directory Search.

Webex Directory Search

Agents can search the Webex directory directly from the connector to find and call other organization members.

Clicking a phone number in the directory search results in an outbound call.

webex directory search

Limitations

Presence information is not displayed.
When you call an organization members, the connector checks whether the phone number belongs to a contact center agent who is currently logged in. If the number can be matched to an agent, the call is handled and shown inside the connector and on the device.
If the number cannot be matched to a logged in agent, the call is still placed successfully, but is handled on the device, and no active call is shown in the connector.
Direct transfers are not displayed as contact center calls when the target agent is not in an available state. In this case, the call is routed to the target agents device but is not visible in the connector.
Directory search is not supported on other tabs than the main tab. When multiple connector tabs are open, directory search is only available in the main tab.
Multiparty conference is not supported with the Salesforce, ServiceNow, and Microsoft Dynamics connectors.

Speed Dial Card

On the home screen (no active customer call), clicking on the phone button within the speed dial cards will initiate an outbound call.

Speed Dial Card - Screen 1

During an active call these buttons will, depending on their configuration, turn either to a single step transfer, single step conference, consult button or won’t be shown at all.

Speed Dial Card - Screen 2

Interface Options

1	Call details—This section will display your available CTI data and link to phone log. Click Record to Share button to open the phone log for an active call. 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. The information used to fill out the form automatically will always be based on the currently active call tab's data. Please see the section related to the consultation calls for more details.
3	Log—Every inbound and outbound call generates a phone log by default.
4	Associate To update Name or Related To on the task, navigate to the desired record. 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

Click the options menu button to open the sidebar.

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

Dark mode—Changes them from light to dark.
About—Provides additional software information.
Sign Out—Logs the agent out of system phone.
Dial Number / Extension—Device extension
Team—Selected team
Profile Settings—Allows agents to change their dial number/extension and team assignment.
Speaker and Microphone—Change the speaker and microphone for WebRTC telephony.
Outdial ANI—Change the default Outdial ANI.
Upload logs—Upload log files from the integration. See Upload log files.

WebRTC

Selecting the “Desktop” telephony option when logging in will enable WebRTC — no extra device required for calls.

Speaker and microphone selection

Click the options menu button to open the sidebar.
Click the Speaker and Microphone option.
Select a speaker or microphone. By default, the device currently used by your OS will be selected.

Outdial ANI

If Outdial ANI is configured in the Control hub, agents must select the desired ANI to dial out.

When Outdial ANI is configured and agents want to dial out, the dialog to select an Outdial ANI by default always appears. However, agents can select a default Outdial ANI via the Options menu and choose to disable the dialog for the time being.

Select an Outdial ANI

Upload log files

Use Upload logs in the Options menu to upload log files from the integration. After an upload, the integration displays a notification indicating whether it succeeded or failed.

The feedback ID uniquely identifies the uploaded log file. Webex Control Hub administrators can use the ID to track the file. For retrieval instructions, see Log file retrieval in the Admin Guide.

Alert before closing or reloading the browser window

When the feature is configured, a confirmation alert appears if an agent tries to reload the browser window. The agent can cancel the reload from the alert.

For limitations, see Alert before closing or reloading the browser window limitations in the Admin Guide.

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