Skip to main content
Skip table of contents

CIF 2.0 Based MS CRM(Cloud) EFCX Deployment Guide

Preface

This document provides details on the deployment of the product inside MS Dynamics CRM.

Prerequisites

The following are the prerequisites for the deployment of the EFCX.

  1. Dynamics 365 should be installed. 

  2. Channel Integration Framework 2.0

  3. The user must have administrative rights 

Install EFCX for MS Dynamics CRM

This middle layer can be deployed on Kubernetes. The following guide lists the steps to deploy the application on Kubernetes.

Configure the CIF on Dynamics CRM UCI for EFCX

Note: The user must have administrative rights to make the following changes

Login to the CRM and go to the 'Customer Service Admin Center' app ’.

Note: If CIF is not installed on your CRM then you can follow this guide to install it on your CRM. 

  1. In the left panel, Go to the Agent Experience Menu

  2. Select Workspaces

  3. On the right side of the workspaces, select Third-party voice channel provider and click on Manage> 

  4. Click on the New option to configure the channel
    Perform the following steps:

Field

Description

Name

Name of the channel provider e.g. EF

Unique Name

A unique identifier in the <prefix>_<name> format.  

IMPORTANT: The following are required for the unique name:

The prefix has to be alphanumeric with a length of 3-8 characters.

The prefix must include an underscore e.g.msdyn_omnichanel

Label

The label is displayed as the title on the widget e.g. EFCX

Channel URL

The URL of the provider to host in the widget e.g.

https://www.EFCXDynamics:5539

Enable

Outbound

Communication

Selecting a phone number in the Dynamics 365 Unified Interface page, the widget initiates the call or outbound communication e.g.

Yes

Channel Order

The order of precedence of the channel providers. That is, the priority to display the channel for the agents and Unified Interface apps e.g.

1

Api Version

The version of the Channel Integration Framework APIs e.g. 2

Trusted Domain

---

Custom

Parameters

---

Enable

Analytics

No

Once these are done, Select Save & Close.

Configure Agent experience profile

Note: The user must have administrative rights to make the following changes

  1. Go to the Customer service admin center app 

  2.  In the left panel, Go to Agent Experience

  3. Select Workspaces

  4. On the right side of the workspaces, select Agent Experience profile and click on Manage> 

  5. Click on the New option to configure the profile

  6. Fill in the Name e.g. EFAgentProfile and Unique name e.g. EF_AgentProfile fields according to the instructions. 
    Note: The unique name must include a prefix + name in this format: prefix_name. The prefix must include: Only alphanumeric characters 2-8 characters. The name portion can be any length, but can't include spaces.

  7. Click on Create to create the profile

Open the profile EF_AgentProfile

  • In the users section, add the users that need to see the widget.

  • In the Channel Provider section, add the channel EFCX that we configured above.

  • Select your Agent experience profile and set rank and roles by clicking on the “Set rank and roles” button. 

The Agent experience profile must have all administrative roles.

Configure Application tab templates

Note: The user must have administrative rights to make the following changes

  1. Go to the Customer service admin center app 

  2.  In the left panel, Go to Agent Experience

  3. Select Workspaces

  4. On the right side of the workspaces, select Application tab templates and click on Manage> 

  5. Click on the New option to configure the templates

Application Template

Name

EFCX Single Match template

Unique Name

EFCX_App

Title

Page Type

Entity Record

Click on Save and click on then click on New

Application Template

Name

EFCX Multi Template

Unique Name

EFCX_Multi_template

Title

Page Type

Entity Record

Click on Save. and click on then click on New

Application Template

Name

EFCX No Match Template

Unique Name

EFCX_NoMatch

Title

Page Type

Entity Record

Configure Session templates

Note: The user must have administrative rights to make the following changes

  1. Go to the Customer service admin center app 

  2.  In the left panel, Go to Agent Experience

  3. Select Workspaces

  4. On the right side of the workspaces, select Session Templates and click on Manage> 

  5. Click on the New option to configure the templates

Session Template1

Name

EFCX Session

Unique Name

EFCX_Session

Title

{title}

Type

Generic

Communication Panel Mode

Docked

Anchor Tab

EFCX Single Match template

  1. Click on Save and click on New

Session Template2

Name

EFCX Multi

Unique Name

EFCX_Multi

Title

{title}

Type

Generic

Communication Panel Mode

Docked

Anchor Tab

EFCX Multi Template

  1. Click on Save and click on New

Session Template3

Name

EFCX No Match Session

Unique Name

EFCX_No_Match_Session

Title

{title}

Type

Generic

Communication Panel Mode

Docked

Anchor Tab

EFCX No Match Template

Note: The Anchor Tab values are the same as configured in the Application Templates. The unique Name values must follow the given names in the guide.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.