Install Dynamics 365 plugin

Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.

Prerequisites

 

Permissions by entity in Dynamics 365​​​​

The Dynamics plugin has support for multiple entity types and supports several CRUD operations on each entity, many of which are optional. a short description of the supported entity types and supported CRUD operations:

  1. Contact

    1. Read: Necessary to retrieve CRMCRM stands for Customer Relationship Management and is a method/technology for managing your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. info. Also needed read rights to retrieve linked entity references like Account.

    2. Create: Optional

    3. Update: Optional, only phone number or email fields with the assign button.

    4. Delete: Only applies to phone number or email fields in a Contact. Clicking on unassign will remove a phone number or email from a Contact entity. The delete action only applies to a phone number or email field, not the Contact record.

  2. Lead

    1. Read (Optional) : Necessary to retrieve CRM info.

    2. Create: Optional, In case of a missed phone call from an unrecognized number, create a lead.

  3. Case:

    1. Read: Necessary to retrieve CRM info . Also needed read rights to retrieve linked entity references like Account or Contact.

    2. Create: Optional, Create automated cases for calls.

  4. User

    1. Read: The plugin attempts to find a User account linked to the agent handling the call by mapping the agent sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri with the User email fields.

  5. Phone Call Activity

    1. Create: Optional

    2. Update: Add Note attachments (needed to store the conversation transcript).

  6. Task

    1. Create: Optional, used in case the chat has to be registered in CRM or in case a missed phone call of a known contact has to be registered.​

 

Installation of the plugin

  1. Log in on the server on which the UCC service is running.

  2. Go to the plug ins folder (‘DRIVE:\program files\anywhere365\plugins\'). If it doesn't exist, create it.

  3. Create a folder "Dynamics365" for the plug ins folder.

  4. Copy the dlls and included config files from the plug in package to this folder.

    Note In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

  5. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    6.3: C:\ProgramData\Anywhere365\CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements.\Service\UnifiedContactCenterService\Config.xml

    6.0: C:\Program Files\Anywhere365\Core\Config.xml

    5.0: C:\Program Files\UCC\Config.xml

  6. Add '<PluginsPath>DRIVE:\Program Files\Anywhere365\</PluginsPath>' before the License.

    This new field should refer to the folder where all plug ins are stored.

    The top of the config.xml should contain:

    <?xml version="1.0" encoding="UTF-8"?>

    <config version="1.5">

    <PluginsPath>C:\Program Files\Anywhere365\</PluginsPath>

    <License>license.key</License>

  7. Add "Crm" value below ‘SettingsURL’ of the UCC.

    <Crm name="CrmPluginDynamics365" path="plugins\Dynamics\">Wsp.Anywhere365.Crm.ModuleDynamics365.dll</Crm>

  8. Verify the path of plugin path with the Crm path.

  9. The UCC part in the config.xml should look like

    <UnifiedContactCenterName="ucc_app">

    <SettingsProvider>sharepoint</SettingsProvider>

    <SettingsUrl>http://domain.com/sites/ucc/ucc_</SettingsUrl>

    <Crm name="CrmPluginDynamics365" path="plugins\Dynamics\">Wsp.Anywhere365.Crm.ModuleDynamics365.dll</Crm>

    </UnifiedContactCenter>

Note Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

Configuring the UCC Share Point settings

  1. In your browser go the UCC SharePoint site.

  2. Click on ‘Settings’.

  3. Add setting ‘UseCRM’ with value 'True'.

  4. Add setting ‘UseStatistics’ with value 'True'.

  5. Add setting ‘CRMserver’ with value 'web address of Dynamics'.

    Note Please note that the format is different for On-premises and Online

    On-premises: https://ServerName/OrganizationName

    Online: https://OrganizationName.crm.dynamics.com

  6. Add setting ‘CRMUsername’ with value 'email address of service account'.

  7. Add setting ‘CRMPasswordEncrypted’ with value 'Encrypted password string'

    Tip You an use the Wsp.Anywhere365.PWTool to encrypt your password.

    Note Please note that it could be necessary to restart the UCC service in order for the UCC service to use the new settings.