Overview

With this flow, the caller is greeted with a personalized message based on the CRM data, and if no case is found, the call is transferred to an agent. The agent is provided with the customer or case details in real time through a screen pop. The flow interacts with MS Dynamics through two HTTP requests:

  1. Fetches customer details by performing an ANI lookup.
  2. Retrieves the most recent case details based on the customer ID. If no customer or case information is found, the call is routed to an agent, and the appropriate message is played to the caller. The agent receives a screen pop showing either a New Case form or the details of the last created case for the customer.

Screen pops are enabled to ensure agents are equipped with the necessary information when answering calls.

Prerequisites

Ensure that the following requirements are met before implementing this flow:

  • Application registered in Azure for MS Dynamics CRM.
  • OAuth 2.0 and connector setup in Control Hub must be configured beforehand.
  • Import the template into Flow Designer.
  • Adjust the flow variables, queues, and any specific configurations based on your organizational needs.

The flow uses Cisco Text-to-Speech (TTS) for dynamic prompts. If static audio is required, users can upload audio files. Default hold music is used from the Webex repository.

Flow breakdown

The following table describes the various flow elements involved in the call process, detailing the actions and responses that occur during each stage.

Flow element

Description

Call received

The caller's ANI is captured.

Strip ANI

The + country code is removed from the ANI.

Fetch customer info

An HTTP request is made to MS Dynamics CRM to look up customer details using the stripped ANI.

Conditional check - customer exists

If the customer exists, another HTTP request is made to fetch their case details. If the customer doesn't exist, a No Case Found message is played.

Play personalized case info

If a case is found, the caller is greeted with details of their last case.

Route to agent or disconnect

The caller is then offered the option to speak to an agent or disconnect.

Screen pop for agent

When the agent answers, the case details or new case form is presented in a new browser tab.

Flow activities

The following table describes the sequence of flow activities for an IVR flow that connects with MS Dynamics using an HTTP connector.

Flow activity

Description

Start

Initiates the flow when the call is received.

Strip ANI

Strips the + country code from the ANI to prepare for the MS Dynamics lookup.

Get customer info

An HTTP GET request is sent to retrieve the customer’s full name and contact ID based on the ANI.

Conditional check - customer exists

Checks if the customer exists in MS Dynamics. If true, fetches the case details. If false, plays a message informing the caller that no case was found.

Get case info

Retrieves the case title and case number using the customer’s ID from the previous step.

Play personalized message

Greets the caller by name and provides case details using TTS (Text-to-Speech).

Play no case found

Plays a message if no case is found for the caller and informs them they will be transferred to an agent.

Main menu

Offers the caller the choice to connect with an agent or disconnect the call.

Queue contact

Routes the caller to an available agent based on predefined queue settings.

Play music

Plays hold music while the caller waits in the queue.

Disconnect contact

Ends the call if the caller chooses to disconnect.

Screen pop

Pops up the case information or new case form for the agent when the call is answered.

Additional resources

For step-by-step instructions on configuring flows, see Webex Contact Center setup and administration guide.

For an MS Dynamics integration demonstration, see how to configure a custom connector for MS Dynamics CRM.

For more information on API tools to authenticate to Microsoft Dataverse environments, see Use Insomnia with Dataverse Web API.