Deployment Guide
This document provides deployment details of the Genesys Connector for on-premise MS Dynamics CRM.
Prerequisites
The following are the prerequisites for the deployment of the Genesys Connector.
Dynamics 365 should be installed.
The user must have administrative rights.
Genesys Generic connector should be deployed.
Install Genesys Connector for MS Dynamics CRM
Follow these steps to install the Genesys Connector inside MS Dynamics CRM.
Note: If you have already installed Genesys-x-OnPrem packages before then follow this guide to delete installed packages first.
Download the following zip archives from the below links:
GenesysxOnPremUnmanaged_1_0_0.zip (Download Link)
GenesysxOnPrem_1_0_0_managed.zip (Download Link)
Log in CRM using admin credentials
Go to Settings → Solutions
Import downloaded “GenesysxOnPrem_1_0_0_managed.zip” Solution.
From the import solution window, Select solution package “GenesysxOnPrem_1_0_0_managed” and click on next.
On solution, information window click on next.
After the solution is imported successfully, click on close to close the window.
Repeat the same process to install the “GenesysxOnPremUnmanaged_1_0_0.zip” solution.
Refresh CRM then CTI Toolbar should be visible on the top right corner.
Unified Client Interface (UCI) view will look like as following.
Configuration
Configurations are saved in an GenesysxOnPrem solution.
Go to solution “GenesysxOnPremUnmanaged_1_0_0”.
Open the new_config.js web resource. Click on "Text Editor" Button.
Update the “GC_URL” which is the url of deployed generic genesys connector.
Update the configurations.
Save web resource and then publish it.
Configure Masking on Form
Follow the steps to configure masking on the Account/Contact/Lead page:
Go to Account from Customizations. Setting→ Customizations → Customize the system.
Select from the left navigation Account Entity, then select Forms.
Open Account (Main) as highlighted above.
In the newly opened window, load “Form Properties”.
Inside the Form Properties window, Click on add and add new_PhoneMaskingIntegration.js web resource.
Now inside the Form Properties window, the Event Handlers section add the file new_PhoneMaskingIntegration.js and add the function “MaskingIntegration.onFormLoad” OnLoad event of the form.
Now inside the Form Properties window, add the function “MaskingIntegration.onFormSave” OnSave event of the form.
Click OK, this will close the Form Properties window.
On Account Form, click on the “Change Properties”.
Switch to Tab “Events”.
Now inside the Change Properties window, the Event Handlers section add the file new_PhoneMaskingIntegration.js and add the function “MaskingIntegration.onPhoneFieldChange” OnChange event of the form.
Repeat the same process to configure masking on other Entities.
Configure Click-to-Call
Follow the steps to configure click to call on the Account page.
Go to Account from Customizations. Setting→ Customizations → Customize the system.
Select from the left navigation Account Entity, then select Forms.
Open Account (Main) as highlighted above.
In the newly opened window, load “Form Properties”.
Inside the Form Properties window, Click on add and add new_click2callOnForm.js web resource.
Now inside the Form Properties window, the Event Handlers section add the file new_click2callonForm.js and add the function “hello” OnLoad event of the form.
Click OK, this will close the Form Properties window.
On the Account Form window, click save and then click publish, then close all windows and reload crm dashboard page.
From point 3 repeat the same for all the other remaining forms like Account Quick Create form of Account entity.
Repeat the same process to configure click to call on Contacts Entity.
UCI Click To Dial
In order to enable click to dial for UCI, the process is quite similar. Select the "Phone" entity in the second step, then from forms select Phone Call (Main). Follow the rest of steps until step 8. In step 9, provide the function name "newClicktoCall" as show in image below.
CRM Configurations for Security Roles
User should have the following:
Customer Service Representatives role
Rights for activity creation
Appropriate rights for creating, modifying and appending all those entities against which activity is created i.e. (Lead, Account, Contact).