Microsoft Dynamic 365

This article provides a detailed guide on integrating CloudAgent with Microsoft Dynamics 365.

Technical Prerequisites

Dynamics Versions Supported
- Version 1.0
Browser Compatibility
- Preferably Chrome and Edge.

Core Features & Behaviors

Feature	Description
Click to Call	Standard CTI Click-to-Call (C2C)
Screen Pop	On incoming calls, CloudAgent searches MS Dynamics 365 using the caller’s phone number. • If a matching record is found, the corresponding contact or lead is automatically opened for the agent. • This provides immediate context for effective customer handling.
Call Creation/Updation	• When a call is connected, CloudAgent creates a call log in MS Dynamics based on the integration settings. • If the log creation fails (due to API response or mapping issues), CloudAgent retries on later events such as call drop, busy agent, or disposition. • Once the call log is created, the associated fields are updated automatically during subsequent call events as configured in the CloudAgent portal.

Feature

Description

Click to Call

Standard CTI Click-to-Call (C2C)

Screen Pop

On incoming calls, CloudAgent searches MS Dynamics 365 using the caller’s phone number.

• If a matching record is found, the corresponding contact or lead is automatically opened for the agent.

• This provides immediate context for effective customer handling.

Call Creation/Updation

• When a call is connected, CloudAgent creates a call log in MS Dynamics based on the integration settings.

• If the log creation fails (due to API response or mapping issues), CloudAgent retries on later events such as call drop, busy agent, or disposition.

• Once the call log is created, the associated fields are updated automatically during subsequent call events as configured in the CloudAgent portal.

Implementation Overview

To access the Dynamics 365 Channel Integration Framework from within Dynamics 365:

Sign in to Dynamics 365.
Select the Channel Integration Framework from the search bar for apps.
Click +New to add Oznetel as a provider.

On the channel provider configuration page, add the relevant details. All the fields are explained in the table below.

Field	Description
Name	name of the channel provider. Eg: Ozonetel
Label	Label displayed as the title on the widget
Channel URL	Use the URL format to host the widget https://{domain}/toolbar_widget/index.html?crm=msd365&origin={customer_msd_domain}#dashboard-agent
Enable Outbound Communication	When a phone number is selected on the Dynamics 365 Unified Interface page, the widget initiates the call or outbound communication.
Channel order	The order of precedence of the channel providers.
API version	The version of the Channel Integration Framework APIs.
Trusted Domain	If you are an In-CcaaS user, this can be - https://in-ccaas.ozonetel.com
Custom parameters	This takes a text blob as input and Microsoft.CIFramework.getEnvironment will return this as value of key customParams.
Select Unified Interface Apps for the Channel	The list of Unified Interface apps where the channel is displayed for the agents.
Select the Roles for the Channel	The security roles that are present in Dynamics 365.

Once you have configured, select the provider that has been added and click on Activate.
Confirm the activation.
Verify the interface app that has been added to see the widget on the right side. The widget can be minimized, use the arrow to expand it for a detailed view.