​​WebAgent with Dynamics 365 Channel Integration Framework (CIF 1.0)

Note: Additional Anywhere365 WebAgent and CTI Integration license required.

Prerequisites

• Before continuing make sure the sign in is configured, Learn More

• (Optional) To connect your Anywhere365 UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. to the WebAgent you also need the WebAgent Service, Learn More

Configure CIF in Dynamics 365

1. Open your Dynamics and select ‘Advanced Settings’.

   

2. Under the Customization tab open 'Microsoft AppSource'

   

3. Search for ‘Channel Integration Framework’ and hit ‘Get it now’.

   

4. Select Continue

   

5. Read the terms and conditions and select the proper Dynamics tenant.

   Also select the two check boxes and hit Agree.

   

6. Important: Now log out and log in again, and open the My Apps list. Select the Channel Integration Framework.

   

7. Click on +NEW and fill in the properties as per below.

   You may choose for which Channels and Roles the WebAgent should be active.

   • Channel URL*: https://webagent.anywhere365.io
     

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     Example URL

     https://webagent.anywhere365.io

     * When using a regional WebAgent, the regional URL must be entered here.

     Global:

     https://webagent.anywhere365.io

     NORA

     https://nora-cus-webagent.anywhere365.io

     https://nora-cus-2-webagent.anywhere365.io

     https://nora-cus-3-webagent.anywhere365.io

     EMEA

     https://emea-weu-webagent.anywhere365.io

     https://emea-weu-2-webagent.anywhere365.io

     https://emea-weu-3-webagent.anywhere365.io

     APAC

     https://apac-eas-webagent.anywhere365.io

     https://apac-eas-2-webagent.anywhere365.io

     https://apac-eas-3-webagent.anywhere365.io

   • Trusted Domain: https://webagent.anywhere365.io/

     Note: When using a regional WebAgent, the regional URL must be entered here.

   

• More information on Roles and CIF can be found on:
  https://learn.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/configure-channel-provider-channel-integration-framework

Note: Contrary to Microsoft documentation above the Entity to be granted Read access to a user Role for showing CIF is now called "Channel Provider" instead of msdyn_ciprovider