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Channel configuration for CIF2 is maintained by the Deployment Package. However, the channel itself must be added to an Agent Experience Profile.
To do it,
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Select the ellipses next to Omnichannel for Customer Service or Customer Service workspace.
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On the menu that appears, select App profile manager.
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On the app profile select the Channels tab.
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Click Add channel providers.
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In the search box, type “voice”.
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Enreach User Id – unique identifier of the user in Enreach Cloud
Enreach User Email (optional) - should be filled in if email user in D365 differ from Enreach Cloud
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Agent Experience Profile (CIF2)
After creating the Application Profile and Channel Provider in PowerApps Portal according to Microsoft’s instructions Agent Experience Profile and Customer Service Admin Center (see chapter 1.5.1.2 Configuration for Channel Integration Framework 2.0), users who will be authorized to use the phone widget need to be assigned to the newly created Application Profile.
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Note:Users mobile number needs to be saved to User form in Dynamics 365 for all users that are going to need their phonecalls to be synced from mobile to Dynamics 365. By default calls that are classified as Work calls (Call information Privacy setting in Voice Center side) are synchronized. Unclassified and Private calls are not Synced to D365.
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The API has to accept data in JSON format according to the following schema:
{
"type": "object",
"properties": {
"anum": {
"type": "string"
},
"bnum": {
"type": "string"
}
}
}
Example payload:
{
"anum": "+35850454564", // phone number of caller
"bnum": "+35840675644" // phone number of pool the call is in at the moment
}
Business logic will then find the caller in Dynamics CRM based anum and determine the needed action. Phone numbers have to be saved to CRM in the correct format, with no spaces or other characters, and starting with international calling prefix (plus sign). If phone numbers happen to be saved to CRM in local format then by removing first few (3-4) characters of anum, the rest can be matched to CRM data using contains comparison.
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When the phone number of target queue has been determined by the business logic, it is returned as an HTTP response.
Example payload:
{
"InitialTarget": "+35853445657", // phone number of target queue or agent
}
Things to notice:
If no redirection has to be done (e.g. customer not found) then HTTP 204 No Content response must be returned
Returning the same bnum from the request as InitialTarget is forbidden because it would cause an infinite loop in Enreach cloud. In such a case returning HTTP 204 is recommended.
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If everything was set up correctly, you should see the Voice for Dynamics 365 sidebar in the configured applications. Inbound& outbound calls, automatic phone call activity creation, Click-toDial and callback handling (if configured) are now available for the end users.
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Figure 40 Voice for Dynamics 365, Customer Service Workspace (CIF2) (On the left side of Dynamics 365 UI)
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