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Installing CRM Service for Dynamics 365

You can use your CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. with Anywhere365. To allow for Anywhere365 to communicate with your CRM, you must install and configure the required modules according to the following steps.

This service can be additional configured by added optional settings, Learn More

Note: Additional CRM connector license required per data source.

Install Required Software

Adding UCC Plug-in ConnectionString Setting

  1. Open the 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). An 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings

    Setting

    Value

    Scope

    ConnectionString

    The Dynamics 365 connection string. The only mandatory setting that must have a value.

    CrmService

Note: The value of the ConnectionString must be generated using the Anywhere365 Password Tool and the string values obtained by following the procedure described inConfiguring authentication for CRM Service for Dynamics 365.

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    CrmServiceUrl

    https://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/CrmServiceDynamics365

    WebAgentService

    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.

    Note: The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService or https://fqdn/CrmServiceDynamics365