Voice for Dynamics 365 is an embedded CCaaS solution. Use your CRM as a contact center without separate voice channels. All customer data is stored in one place to create a 360-degree customer view.
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Availability and Display Number
Please see: Availability and Display number
Upcoming Availabilities
Please see: Upcoming availabilities
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The role can be found in: Advanced Settings → Security → Users or Teams, to be assigned for the D365 user.
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Disabling a Voice for Dynamics 365 user is done by removing the Voice user role from the selected user in D365 and the Enreach User Id from the configurator App.
User authentication
Authentication can happen in two different ways. This is a decision made by your organization which one to use, so end users cannot change the way of authentication.
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Standard Authentication
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Modern Authentication
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Safety
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Simple for the end-user.
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Enables customer to use modern authentication method. Typically user's own Microsoft work credentials (AzureAD) with single-sign on experience.
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User experience
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Authentication happens automatically, within the iframe of phone widget. No special actions are needed from end user, the phone logs in seamlessly.
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Authentication happens within a pop-up window.
User might be prompted to click a link to open authentication window, if opening pop-ups is disabled for the site.
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Token issuer
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Access token is issued by Enreach API.
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Access token is issued by the Identity Provider (e.g. Azure AD) of your organization, leveraging Keycloak identity and access management solution as a fundamental intermediary.
Enabling Modern Authentication happens by a cooperation between your organization and Enreach. Please contact our support if you would like to use this way of authentication.
Our team will make any steps which are necessary to set up and enable Modern Authentication on your Voice for Dynamics back-end resources. When it has been completed, end users need to reload the Dynamics environment to re-authenticate using Modern Authentication.
Voice for Dynamics 365 Updates & New Releases
All updates for Voice for Dynamics 365 (after the first installation) are also done with the Package Deployer / Wizard! Instructions for the installation are available here!
Please contact Enreach support services and schedule a suitable version update date to receive the needed update packages from Enreach. Install the solution package on the agreed date and Enreach updates the back-end services accordingly.
Support services can be contacted here: https://www.enreach.fi/support
Release note information about the latest version of Voice for Dynamics 365 is available here:
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For CIF1 (Classic Model Driven Apps) remove the Voice user role from the user.
For CIF2 (Multisession Apps) Remove the Voice User role and also remove the user from the Agent Experience Profile.
Note: If your organization is using some other D365 custom role or team based privileges with Voice for Dynamics 365 privileges included be sure to remove that particular role (or team membership) from the user.
User authentication
Authentication can happen in two different ways. This is a decision made by your organization which one to use, so end users cannot change the way of authentication.
Standard Authentication | Modern Authentication | |
|---|---|---|
Safety | Simple for the end-user. | Enables customer to use modern authentication method. Typically user's own Microsoft work credentials (AzureAD) with single-sign on experience. |
User experience | Authentication happens automatically, within the iframe of phone widget. No special actions are needed from end user, the phone logs in seamlessly. | Authentication happens within a pop-up window. User might be prompted to click a link to open authentication window, if opening pop-ups is disabled for the site. |
Token issuer | Access token is issued by Enreach API. | Access token is issued by the Identity Provider (e.g. Azure AD) of your organization, leveraging Keycloak identity and access management solution as a fundamental intermediary. |
Enabling Modern Authentication happens by a cooperation between your organization and Enreach. Please contact our support if you would like to use this way of authentication.
Our team will make any steps which are necessary to set up and enable Modern Authentication on your Voice for Dynamics back-end resources. When it has been completed, end users need to reload the Dynamics environment to re-authenticate using Modern Authentication.
Voice for Dynamics 365 Updates & New Releases
All updates for Voice for Dynamics 365 (after the first installation) are also done with the Package Deployer / Wizard! Instructions for the installation are available here!
Please contact Enreach support services and schedule a suitable version update date to receive the needed update packages from Enreach. Install the solution package on the agreed date and Enreach updates the back-end services accordingly.
Support services can be contacted here: https://www.enreach.fi/support
Release note information about the latest version of Voice for Dynamics 365 is available here:
Voice for Dynamics 365, release notes
Azure App Registration expiration and needed actions
If customer has not used the recommended Cloud Shell script to create the client secret with 100 years expiration (described in the chapter 1.2 below) it has to be renewed after 2 years. Microsoft limits the expiration of secret keys created on the user interface to 2 years if the script is not used.
It is very important for the customer organization to get automated expiration alerts from Azure if the App secret is about to Expire! After the expiration the connection between Enreach services and WebPhone users is lost if it’s not renewed in time.
Customer must send the renewed App registration information to Enreach before the expiration date so the client secret can be updated also in Enreach Azure.
After this the Voice for Dynamics 365 Back-end needs to be updated by Enreach deployment team with the correct App registration data (per environment if needed) for the integration to work.
The decision to use (or not to use) the Cloud shell script when installing Voice for Dynamics 365 is the decision of the customers IT organization. Customers' IT policies can have an effect whether the script can be used.
Enterprise Calls
Enterprise Calls enable phone call activity creation in Dynamics 365 for phone calls which were not already done and created by Voice for Dynamics 365 embedded webphone. Main use case is customer calls answered/made in another Enreach Cloud voice endpoint e.g. Mobile and Voice for Teams phone calls.
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