Integrate Webex Contact Center with Dynamics
When you integrate Webex Contact Center with Dynamics, the gadget will appear within the Dynamics apps.
Before you integrate Webex Contact Center with Microsoft Dynamics 365 console, ensure you have the following:
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Access to Webex Contact Center.
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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.
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Agent access to the following domain that is added in the Content Security Policy Allowed List:
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*.dynamics.com
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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.
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We don't support integrations with Microsoft Dynamics on-premise versions.
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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
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Go to the Dynamics 365 Sales page at: https://dynamics.microsoft.com/en-us/dynamics-365-free-trial/. |
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Click Try for free. |
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Follow the on-screen guidance to enter your email and contact information. |
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Set up your account and click the email to start your free trial. |
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Log in to the Power Platform admin center with your trial instance at: https://admin.powerplatform.microsoft.com/environments/<your instance>. |
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In the site map, select Environments. |
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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 for Dynamics365
Before you begin
Ensure that you install the Channel Integration Framework application before you install Webex Contact Center for Microsoft Dynamics 365. If the framework is not yet installed, follow the installation steps outlined on the official documentation to install it.
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Sign in to Dynamics 365. |
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Click the gear icon at the upper right of the window and select Advanced Settings. |
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On the Settings page, click Microsoft AppSource. |
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In the Search field, search for and select Cisco Webex Contact Center for Microsoft Dynamics. |
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Click Get it now. |
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Sign in to Microsoft AppSource with the account that was used to create the Dynamics instance. |
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Accept the Legal Terms and Privacy Statement. |
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Click Agree. The installation takes some time to complete. |
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To check the status of the installation, log in to the Power Platform admin center at: https://admin.powerplatform.microsoft.com/environments/<your instance>. |
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Select Environments > Customer Service Trial. |
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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:
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Cisco Webex Contact Center for Microsoft Dynamics
- 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.
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Open the Apps overview and select the Customer Service admin center app. |
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Select Workspaces. |
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Navigate to Agent experience profiles. |
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Create a new profile. |
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The new agent experience profile dialog appears. |
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Specify the following values—
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Click Create to create the agent experience profile. |
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Edit channel providers. |
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Create a new channel provider. |
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Specify the values as shown in the screenshot below. |
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Specify the following values—
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Click Save and Close to update your changes. |
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Edit channel providers again. |
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If the profile contains other channels such as chat, enable On toggle for all active channels. |
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Click Save and Close to update your changes. |
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Edit users. |
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Add the user entries. |
Set Up Application tab and Session templates
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Navigate back to Workspace and choose Manage next to Application tab templates. |
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Create a new application tab template. |
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Specify the following values:
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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.
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Navigate back to Workspaces and choose Manage next to Session templates. |
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Select Newto create a session template for the Default Session. |
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Specify the following values:
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Click Save and Close. |
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Select New to create another session template for the Call Session. |
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Specify the following values:
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Click Save to save your changes. |
Configure Channel Provider (Channel integration framework version v1 configurations)
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Navigate to Channel Integration Framework. |
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Create new channel provider. |
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Specify the following values: |
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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.
Desktop layout property |
Description |
Values |
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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. |
Example: Description={notes}&subject=Call – {due_date_cti} |
omniReasonCrm |
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omniReasonVoice |
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enableNotifications |
True or False |
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noteField |