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.
Dynamics 365 should be installed.
Channel Integration Framework 2.0
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.
In the left panel, Go to the Agent Experience Menu
Select Workspaces
On the right side of the workspaces, select Third-party voice channel provider and click on Manage>
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
Go to the Customer service admin center app
In the left panel, Go to Agent Experience
Select Workspaces
On the right side of the workspaces, select Agent Experience profile and click on Manage>
Click on the New option to configure the profile
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.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
Go to the Customer service admin center app
In the left panel, Go to Agent Experience
Select Workspaces
On the right side of the workspaces, select Application tab templates and click on Manage>
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
Go to the Customer service admin center app
In the left panel, Go to Agent Experience
Select Workspaces
On the right side of the workspaces, select Session Templates and click on Manage>
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 |
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 |
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.