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. call-confirmed

      1. Activate

         1. Create early phone call

      2. Deactivate

         1. Show Call Notes

   2. call-answered

      1. Activate

         1. Create early phone call

      2. Deactivate

         1. Show Call Notes

   3. customerSelected

      1. Activate

         1. Update current phonecall

   4. call-ended

      1. Activate

         1. Update current phonecall

      2. Deactivate

         1. Hide Call Notes

         2. Create regular phonecall

         3. Open created record

4. CIF2

   1. beforeCreateCallSession

      1. Activate

         1. Create early phone call

   2. call-confirmed

      1. Deactivate

         1. Show Call Notes

   3. customerSelected

      1. Activate

         1. Update current phone call

   4. call-started

      1. Activate

         1. Create phone call session

   5. call-ended

      1. Activate

         1. Update current phone call

      2. Deactivate

         1. Create regular phone call

         2. Hide Call Notes

         3. Open Created Record

   6. call-answered

      1. Deactivate

         1. Show Call Notes

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.