Dialogue Cloud

On Premises

​​Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0)

Note

Introduced in DC2023.04.

Note

Additional Anywhere365 WebAgent and CTI Integration license required.

Prerequisites

Add an Active Channel Provider for CIF2

  1. Navigate and login on Dynamics 365

  2. Open the My Apps list.

    Select the ‘Customer Service Admin Center’

  3. Under ‘Agent experience’ click ‘Workspaces’. Then under ‘Third party voice channel provider’ click ‘Manage’.

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

    Save the configuration.

  5. Go back to Workspaces and select ‘Manage’ under ‘Agent experience profiles’

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

    • Name: WebAgent profile

    • Unique name: a365_webagent_profile

    After creation, the profile will be opened automatically

  7. Under ‘Users’, assign agents that will be using the WebAgent

  8. Click ‘Edit’ under Channel providers and select ‘Anywhere365 WebAgent’ as the Third party voice channel provider.

Add WebAgent Application Tabs Templates

  1. Navigate to Agent experience > Workspaces > Application tab templates > Manage

  2. Click on +NEW

    • Add WebAgentEntityRecord

      Name: WebAgentEntityRecord

      Unique Name: a365_webagententityrecord

      Title: {placeholder}

      Page Type: Entity Record

      Can close: Yes

    • Add WebAgentSearch

      Name: WebAgentSearch

      Unique Name: a365_webagentsearch

      Title: {customerName}

      Page Type: Search

      Can close: Yes

Add WebAgent Session Templates

  1. Navigate to Agent experience > Workspaces > Session templates > Manage

  2. Click on +NEW

    • Add WebAgentSession

      Name: WebAgentSession

      Unique Name: a365_webagentsession

      Type: Generic

      Title: {customerName}

      Communication panel mode: Docked

      Anchor Tab: WebAgentSearch