Contents

...

The following table visualizes the steps that need to be carried out.

Anchor
_Toc134179478 _Toc134179478

1.1 Installation Prerequisites

...

Configuring Azure App registrations is done by the following steps:

Sign in to Azure portal (https://portal.azure.com) From the navigation menu, choose Azure Active Directory and Application registration Choose New Registration from top of the page

Image Modified Figure 4 Create App Registration

Fill in a name, for example Voice for Dynamics 365 for the app registration. All the other settings can be left as default. Choose Register.

Image Modified Figure 5 Register an Application

Once deployment is done, you should see a similar window than below:

...

Figure 6 Registration done

App registration needs API permissions to be able to authenticate to your Dynamics 365 environment. Choose API permissions from the navigation panel

Image Modified Figure 7 Select API Permissions

• Choose Add a permission

• Select Dynamics CRM from the pop-up window

...

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,

Sign in to Dynamics. Switch to Customer Service Admin Center app. On the left menu, click Workspaces within Agent experience section. In the right pane, click Manage next to Agent experience profiles. Select your Agent Experience Profile or create a new one if you don’t have any custom app profile yet. It is recommended to create a dedicated profile for Voice for Dynamics 365 by Enreach. Within Channel providers section of Agent experience profile editor (at the bottom-right of the page), click Edit. Below Third party voice channel providers, open the drop-down and select Voice for Dynamics 365 by Enreach item. Click Save and Close.

Image ModifiedImage Modified

Image Removed

Image AddedImage Modified

Anchor
_Toc134179489 _Toc134179489

1.5.2 Users

...

• Open Voice for D365 Configurator app

• Navigate to User Settings

• From the list, find your API user (see 1.2 Configure Azure app registration)

• Open the user record and set the Enreach email of API user to Enreach Cloud User Email (e.g. mycompany.apiuser@mycompany.com). Enreach support can help you to have this value.

• After saving the record, Enreach Cloud User Id of the user gets populated

• Copy the id

• Navigate to General Settings -> Phone call Sync Settings -> DefaultCrmAssigneetDefaultCrmAssignee

• Paste the id to Value field and save the record

...

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.

Anchor
_Toc134179493 _Toc134179493

1.5.4 Callbacks

...

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.

...

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.

...

When the agent is receiving or making a call, Omnichannel status is se to Do not Disturb, to prevent Unified Routing from distributing any work item to the user during a call.

...

The feature is implemented within the following built-in JavaScript plugins:

All the plugins above are deployed automatically to the system and are by default enabled, no need to configure the feature in any way.

Anchor
_Toc134179506 _Toc134179506

1.8. Test Voice for Dynamics 365 functionality

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.

...

Figure 40 Voice for Dynamics 365, Customer Service Workspace (CIF2) (On the left side of Dynamics 365 UI)

...