Microsoft Dynamics
Introduction
CX supports an integration with Microsoft Dynamics to enable data and actions to be passed between the softphone and Dynamics.
This integration increases efficiency in agent operation by automating lookups/screen-pops in Microsoft Dynamics, as well as allowing the user to click on any phone number field in Dynamics and have this be passed to CX to make the outbound call.
The Dynamics adapter is highly customisable, so your implementation of CX may extend this base functionality.
Note: Only Single Sign-on (SSO) instances of CX are supported with this Microsoft Dynamics integration.
Login Procedure
To log in to CX, visit the application within Dynamics that has been configured with the CX softphone, such as the Customer Service Hub.
CX automatically loads on the right hand side. If a valid login session is not found, a login page of your Identity Provider (e.g. Azure AD) is loaded. Log in with your credentials and the CX login process will finish.
The CX softphone appears as a side bar that can be expanded or condensed using the right arrow icon.
Screenpop on CLI Match
When an inbound voice interaction is pushed to CX, by default Dynamics searches for a matching customer record based on the inbound customer's phone number (CLI). If a record exists, it is loaded in a Dynamics tab.
Screenpop on Custom Attribute
If configured within your CX instance, custom screens may be loaded instead of the basic contact record. For instance, a case may be created, linked to the calling customer, and displayed in the screenpop.
Outbound Click to Call
So long as there isn't already an active call, selecting any configured phone number field within Dynamics will trigger CX to outbound dial that phone number.
Note: Customer phone numbers by default must be stored with full international dialling codes for CX to be able to dial them.
Once the call is connected, the standard connected call window is displayed.