Configurable built-in plugins

Voice for D365 introduces plugins to allow the configuration of the CRM system to allow some commonly used features without the need for custom implementations. All plugins can be customized to trigger on specific events in a customizable order. The following describes how to implement some commonly used features using built-in plugins.

Creating- and opening a phone call activity upon beginning a phone call

The default procedure for handling a phone call is to create the call activity and opening it in an activity form upon the end of the call. In case you want to configure your environment to instead open the activity form when the call starts, you can follow the following instructions. The functionality is configurable for both CIF1 and CIF2 environments.

Activate- and disable the necessary plugins

1. Navigate to the ‘’Voice for D365 Configurator” app.

2. Open the “Event Configurations” view under the “Plugins” menu tab.

3. CIF1

   1. Activate built-in plugins Create early phone call and Update current phonecall in the following events:

      1. call-confirmed

      2. call-answered

      3. customerSelected

      4. call-ended

   2. Deactivate Show Call Notes plugin in the following events:

      1. call-confirmed

      2. call-answered

   3. Deactivate built-in plugins Create regular phone call and Open created record in the following events:

      1. call-ended

4. CIF2

   1. Activate built-in plugin Create early phone call in the following event:

      1. beforeCreateCallSession

   2. Activate built-in plugins Create phone call session and Update current phonecall in the following events:

      1. call-ended

      2. customerSelected

      3. call-answered

      4. call-started

   3. Deactivate built-in plugins Show Call Notes , Create regular phone call and Open created record in the following events:

      1. call-confirmed

      2. call-ended

      3. call-answered

Open

Example of a modified event configuration

Select session template (CIF2)

1. Navigate to the Customer Service admin center app

   1. Open the Session Templates view under Agent experience/Workspaces/Session templates

   2. Modify the anchor tab for “Voice - Incoming Call Identified/-Unidentified” templates from benevoice_activecontacts to be benevoice_entityrecord (or the activity record that’s used in your environment).

Open

Example of modified session templates

With these changes the configuration is finished. To restore the default functionality of phone call activities being created upon ending a call, follow the given instructions and revert them to how they were.