Before you integrate Webex Contact Center with Microsoft Dynamics 365 console, ensure 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.

  • An agent with access to the Desktop.

  • Agent access to the following domain that is added in the Content Security Policy Allowed List:

    • *.dynamics.com

  • Webex Contact Center for Microsoft Dynamics uses the Microsoft Channel Integration Framework (CIF) to integrate with Agent desktop. Single Session Dynamics app requires CIF version 1 and Multi Session Dynamics apps require CIF version 2.

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

  • A Microsoft Dynamics 365 service or instance. 

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

Start a Dynamics 365 Customer Service 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 environment you created and note the environment in the Environment URL Use this URL when you configure the Dynamics 365 Desktop layout on Webex Contact Center.

Install Webex Contact Center CRM Connector for Microsoft Dynamics 365

Before you begin

Ensure that you install the Channel Integration Framework application before you install Webex Contact Center CRM Connector for Microsoft Dynamics 365. If the framework is not yet installed, follow the installation steps outlined on the  official documentation to install it.

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 Webex Contact Center CRM Connector for Microsoft Dynamics 365.

5

Click Get it now.

6

Sign in to Microsoft AppSource with the account that was used to create the Dynamics instance.

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 > Customer Service Trial.

11

On the Sales Trial page, go to the Resources pane and click Dynamics 365 Apps.

What to do next

Ensure that the status of the following applications is Installed:

  • Webex Contact Center Webex Contact Center CRM Connector for Microsoft Dynamics 365

  • Dynamics 365 Channel Integration Framework

Set Up the Webex Contact Center Connector for Microsoft Dynamics 365

Multisession applications such as Omnichannel for Customer Service or Customer Service Workspace provide agents with a unified workspace experience allowing them to multitask on various customer issues simultaneously.

To configure the Webex Contact Center for Microsoft Dynamics on a single session app, such as Customer Service Hub, refer to Single Session Configuration.

Customer Service Admin Center (Channel integration framework version v2 configurations)

Multisession is configured in the Customer Service admin center.

1

Open the Apps overview and select the Customer Service admin center app.

2

Select Workspaces.

3

Navigate to Agent experience profiles.

4

Create a new profile.

5

The new agent experience profile dialog appears.

6

Specify the following values—

  • Name: Webex Contact Center
  • Unique Name: wxcc_appprofile
7

Click Create to create the agent experience profile.

8

Edit channel providers.

9

Create a new channel provider.

10

Specify the values as shown in the screenshot below.

11

Specify the following values—

  • Name: WebexChannelProvider
  • Unique Name: wxcc_channelProvider_Dynamics
  • Label: Webex Contact Center
  • Channel URL: https://wxcc-crmconnectors.ciscoccservice.com/dynamics/connector/v1/index.html?base=https://<DYN ORG>.crm<num>.dynamics.com
  • Enable Out Bound: Yes
  • Channel Order: 1
  • API Version: 2
  • Custom Parameters:

    {

    “region”: “<your region>”

    }

  • Sandbox Configuration: --
  • Enable Analytics: No
For a detailed list of custom parameters, see Customize tab.
12

Click Save and Close to update your changes.

13

Edit channel providers again.

14

If the profile contains other channels such as chat, enable On toggle for all active channels.

15

Click Save and Close to update your changes.

16

Edit users.

17

Add the user entries.

Set Up Application tab and Session templates

1

Navigate back to Workspace and choose Manage next to Application tab templates.

2

Create a new application tab template.

3

Specify the following values:

  • Name: ApplicationTab
  • Unique Name: wxcc_apptab
  • Title: Webex Contact Center
  • Page Type: Dashboard
  • Description: --
  • Can close: Yes
4

Click Save to save your changes.

Session templates

This section describes how to configure the appearance and functionality of the session that includes the WxCC for Microsoft Dynamics connector. It also covers the configuration for sessions that are initiated by incoming calls.

1

Navigate back to Workspaces and choose Manage next to Session templates.

2

Select Newto create a session template for the Default Session.

3

Specify the following values:

  • Name: Webex
  • Unique Name: wxcc_defaultsession (the name must exactly match the above value)
  • Type: Generic
  • Title: Webex
  • Anchor tab: Choose the application tab template created in the Create a new application tab step.
4

Click Save and Close.

5

Select New to create another session template for the Call Session.

6

Specify the following values:

  • Name: Webex Call Session
  • Unique Name: wxcc_callsession (the name must exactly match this value)
  • Type: Generic
  • Communication panel mode: Docked
  • Title: Call (callDetails)
  • Anchor tab: Choose the application tab template created in the Create a new application tab step.
7

Click Save to save your changes.

Configure Channel Provider (Channel integration framework version v1 configurations)

1

Navigate to Channel Integration Framework.

2

Create new channel provider.

3

Specify the following values:

4

Click Save to save your changes.

The table below details how to customize the properties of the custom desktop layout file. Tailor the behavior of WxCC for Microsoft Dynamics to fit your specific business needs.

Table 1. Channel Integration Framework customizations

Desktop layout property

Description

Values

region

WxCC Region used by agent

us1,eu1, eu2,anz1, pg1, sg1

shareRecordVariable

CAD variable to store records for transfers which allows sharing of a record in consultation call scenarios.

Name of the CAD variable

screenPopIncomingMode

Screenpop

Customer or Case

screenPopOnNoMatch

Defines whether to open a new record if no match was found.

True or False

customerTable

Dynamics table to query for Accounts or Contacts.

Account or contact

caseTable

Dynamics table to query for incidents.

 Incidents

lookupFields

Comma-separated field(s) on table to query inbound call.

All available fields on customerTable

lookupVariable

ANI or CAD variable to be used in lookup query.

“ani” or CAD Variable

countryCodeRemoval

Removal of leading country code for lookup.

True or False

customerRecordMapping

Defines CTI data and fields to be populated in Create new tab in connector which allows the agent to create a new Dynamics entity (Contact, Account, etc.) at any time during a call.

Example: moblilephone={ani}&telephone1={ani}

caseRecordMapping

Defines CTI data and fields to be populated in Create new tab in connector.

Example:

title=Case {ani}&description=Hotline {CADvariable}

activityRecordMapping

Defines CTI data and fields to be populated in activity record being created. This allows WxCC call data to be saved on the call activity record in Dynamics. It is also used to map description using Call Variables.

Example:

description={notes}&subject=Call – {due_date_cti}

omniReasonCrm

omniReasonVoice

enableNotifications

True or False

noteField