Voice for Dynamics 365 administrator guide

Required User Roles & Privileges in Voice for Dynamics 365

• End user needs to be activated as a user in Microsoft Dynamics 365 org. and also in Enreach Cloud.

• End user’s Enreach Cloud user role must include Voice web phone usage in-order to use workstation-based phone use cases.

• Voice User role privileges are required for the end-user in Dynamics 365. It is up to the administrators to decide whether the Voice User-role is added as a Dynamics 365 Team level-privilege or as a separate user role. The user role is included in the Voice for Dynamics 365 solution package.

• Enreach Cloud User Id needs to be updated for all Voice for Dynamics 365 users. Please see the detailed instructions in the chapter Enable & Disable Users in Voice for Dynamics 365 below.

• Voice ApiUser role is only needed for the application user. Please see: Voice for Dynamics 365 configuration guide | [inlineExtension]1.4 Configure application user in D365

• Voice Admin User role privileges are needed for those Admin users who configure Voice for Dynamics 365 and need access to Voice for D365 Configurator App.

Enable & Disable Users in Voice for Dynamics 365

First: assign the new user with “Voice User” role in Dynamics 365.

The role can be found in: Advanced Settings → Security → Users or Teams, to be assigned for the D365 user.

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Then:

Open Voice for D365 Configurator App

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Changing any of the followings automatically triggers Enreach user ID update:

• Setting Enreach Cloud User Email

• Assigning Voice User role

User IDs can be updated manually as well:

Navigate to Users Settings and choose Update Enreach User Ids –button (at the top of the page)

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Wait couple of seconds and Enreach User Ids should appear on the user list for the users that have same email address than in Enreach Cloud.

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After updating the ids, if some user is missing the Enreach User id, then you need to manually update the correct Enreach Cloud Email to Enreach User Email field on the user record:

• 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

After the role is assigned and User Id set, the user is ready to use Voice for Dynamics 365. If your users also use the Enterprise Calls functionality, please see the needed steps here: Voice for Dynamics 365 user guide | Enterprise Calls

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.

• 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.

Voice for Dynamics 365 configuration guide | [inlineExtension]1.5.2.2 Assign users to Agent Experience Profile (CIF2)

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.

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.

Voice for Dynamics 365 configuration guide | [inlineExtension][inlineExtension]1.2 Configure Azure app registration

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.

1. 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.

2. 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.

Phone Call activity creation happens automatically for Dynamics 365 users that have Enreach email address and id set in Voice Configurator. The user must also have mobile number set to user form in Dynamics 365. When user calls or receives a call to/from a user that is listed as a contact in Dynamics 365 the Call data is imported 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.

How to enable Enterprise Calls (checklist):

• User has Enreach Mobile subscription / services in use

• Set email address for User in Dynamics 365 User form

• Set Mobile number for User in Dynamics 365 User form

• Set Enreach email and Enreach User ID in Voice for D365 configurator App

• Enreach Voice Center -> Common settings-> Work Privacy default is set to: Work

• Mobile number is saved to D365 user form in correct E.164 format (e.g. +358123456789)​

• Customer Contact / Account information and phone number are saved (in correct format) to D365 before the phone call or after the call by the latest during the same office day. Those phone numbers that are saved to D365 after the call is made are synced to D365 overnight (between 10PM-11:30PM UTC)​

• To make call Enterprise Calls synchronization work, DefaultCrmAssignee setting must be set properly in the Voice for Dynamics 365 configurator App (Please see the Configuration Guide instructions here: Voice for Dynamics 365 configuration guide | [inlineExtension]1.5.3 Phonecall sync settings (Enterprise Calls)

Voice for D365 Configurator App

Voice for D365 Configurator App is the place where all the Voice channel configurations for Voice for Dynamics 365 are set and saved. The App is included in the installation package and can be found in Dynamics 365 Apps:

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Please see the detailed information about the Voice for D365 Configuration App from Chapter 1.5.2 onwards: Voice for Dynamics 365 configuration guide | [inlineExtension]1.5.2 Users

How to configure ready-made plugins in Voice for D365 Configurator App for different Use case scenarios (Plugin Architecture)

Plugin architecture is a major new feature that will make the product more configurable and flexible to use. Customers can now modify and choose directly from the Voice for D365 Configurator App UI how the product will react to certain use cases and events. E.g. user-login, call-ringing, call-ended, etc.

From Voice for Dynamics 365 v1.2.0 onwards, the following section appears within Voice for D365 Configurator app:

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It provides features to customize how the system reacts to certain call-related events. Detailed information about all available features and how to Configure Events and Implement Custom Plugins can be found on the following pages:

• Event Configurations

Correct way of activating or deactivating a built-in plugin:

Built-In Event Configurations are activated and deactivated by first opening (double clicking) on the event row that needs to be configured and then selecting the needed row(s) from the plugins area and then clicking on the activate or deactivate -button. Changes are saved instantly.

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• Implementing Custom Plugins

Smart Routing Scenarios

There are multiple ways to enable smart routing for Voice for Dynamics 365. Smart Routing setup is always dependent on the specific customer needs and use case scenarios. The best way to plan the smart routing setup is to consult both Enreach deployment team and the Dynamics 365 Integrator partner before the deployment & configuration of Voice for Dynamics 365. In this guide we present the REST API based model for smart routing.

By utilizing Smart Routing capabilities, calls arriving to a voice pool can be redirected to another pool or to a certain agent, based on data in Dynamics 365. For example if the call is coming from a number which is – either directly or indirectly – related to a VIP customer then the call can be redirected to a queue dedicated to such customers.

The following steps have to be carried out by the Dynamics 365 integrator partner to set up Smart Routing:

• Create a JSON REST API, e.g.

o   MS Flow with “When a HTTP request is received” trigger

o   Azure Function App

o   Azure App Service with a REST API

• Receive the data in the API (see below)

• Query Dynamics CRM database according to business needs

• Based on the queried data, return a response to redirect the caller (see below)

• Send the URL of your webhook and authentication key to Enreach, together with the queue(s) where this functionality is needed. Enreach will then set up the queue to call the web hook.

The whole mechanism is visualized on the following diagram:

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Please see the more detailed instructions for setting up smart routing here:

Voice for Dynamics 365 configuration guide | [inlineExtension]1.6.1 Receiving data

Reporting

Rich reporting capabilities can be provided via Enreach Reports online reporting service and Dynamics 365 reporting & dashboards modules.

Enreach Reports online reporting service

Provides detailed direct phone call, service call and call center reporting. When purchased and configured for the customer, web based reporting tool is accessed via Voice Center by Enreach by users / admins with reporting manager rights.

Please see more details here:

Voice Analytics user guide

https://benemen.atlassian.net/wiki/spaces/PD/pages/2119237668

Voice Data integration description

Microsoft Dynamics 365 Dashboards and reports

Dynamics 365 provides detailed reports for all the agent work and activities done via Microsoft Dynamics 365. All the saved phone call activities call details (on the form) and phone originated case data are available for native Dynamics 365 report creation.

Please consult your Dynamics 365 partner for optimal reporting solution for all your D365 needs.

Please see more instructions here:

Reporting overview for model-driven apps - Power Apps

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/create-edit-system-chart

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/create-edit-dashboards

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/add-powerbi-visual

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/reporting-considerations

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/add-reporting-to-app

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/use-power-bi