Configuring Vonage Contact Center for Microsoft Dynamics 365

In this page

To configure Vonage Contact Center for Microsoft Dynamics 365, you must make changes within two apps in Microsoft Dynamics: the Channel Integration Framework and the VCC Configuration Application.

Configuring the Channel Integration Framework

Dynamics 365 Channel Integration Framework versions 1.0 and 2.0

Dynamics 365 Channel Integration Framework versions 1.0 and 2.0

For standard Hub apps, install and use Dynamics 365 Channel Integration Framework 1.0. If you have a Multi-session workspace, install Dynamics 365 Channel Integration Framework version 2.0. For more information, see Choose between Dynamics 365 Channel Integration Framework 1.0 and 2.0.

Firstly, make sure that the Dynamics 365 Channel Integration Framework (CIF) app has been imported into your Microsoft Dynamics instance. If not, download and install it from AppSource. For information about getting the app, see How to get Dynamics 365 Channel Integration Framework 1.0  (Microsoft help) or How to get Dynamics 365 Channel Integration Framework version 2.0 (Microsoft help).

Version 1.0

Within the Channel Integration Framework, create a new channel provider. For information, see the Creating a new channel provider section further down in this page.

Version 2.0

To set up Channel Integration Framework version 2.0, create an app profile. For information about creating an app profile, see Create and use app profiles to manage apps (Microsoft help).

Within the app profile, create a new channel provider. For information, see the Creating a new channel provider section further down in this page.

Creating a new channel provider

When you have set up version 1.0 or 2.0 of the Channel Integration Framework (CIF), you must create a new channel provider. For information, see How to configure a channel provider for your Dynamics 365 organization (version 1.0) or Configure channel provider using app profile manager in Dynamics 365 Channel Integration Framework 2.0 (version 2.0). Use the following values to configure your channel provider for VCC:

Field

Description

Field

Description

Name

The name of the channel provider. Provide a name that identifies this provider.

For example, Vonage channel provider.

Unique Name

A unique identifier in the <prefix>_<name> format.

Version 2.0 only.

Label

The label is displayed as the title on the widget.

For example, Vonage.

Channel URL

The URL of the provider to host in the widget.

Provide the following value, where xxx represents the region of your VCC account:
https://apps.gunify.vonage.com/cti/common/?provider=cc&integration=msdynamics&cc_domain=xxx.newvoicemedia.com

Enable Outbound Communication

Set this to Yes.

Channel Order

Set this to 0.

API Version

Set this to the correct version: 1.0 or 2.0

Trusted Domain

Set this to https://apps.gunify.vonage.com..

Select the Unified Interface Apps for the Channel

Select the applications that the agents will use ContactPad in.

Version 1.0 only.

Select Roles for the Channel

Select the roles of the agents that will be able to use it.

Version 1.0 only.

When you have saved your new channel provider, the ContactPad login screen will appear. In version 1.0, ContactPad appears on the right side of the screen in the apps you have specified; in version 2.0, ContactPad appears on the left.

Configuring the VCC Application

While installing Vonage Contact Center for Microsoft Dynamics 365, the VCC Application is installed. The VCC Application is an app, similar to Customer Service Hub and Sales Hub. The app contains the configuration details for Vonage Contact Center for Microsoft Dynamics 365.

Click the name of the current app at the top of the screen to find the VCC Application to see a list of all your apps.

When you have accessed the app, click Vonage Contact Center Configurations. Then click New, and update the following fields:

Field

Description

Field

Description

Name

Set Name to Vonage CC Settings.

Owner

The user who created the Settings page.

Pop Call Record - Inbound

Determines whether the call record is popped at the end of the inbound call.

Select Yes or No as desired.

Pop Call Record - Outbound

Determines whether the call record is popped at the end of the outbound call.

Select Yes or No as desired.

Vonage CC Base URL

The base URL for the region of your VCC account. The based URL is used in the call recordings link on the phone call object.

Set Vonage CC Base URL to https://xxx.newvoicemedia.com, where xxx represents the region of your VCC account.

Finally, add the VCC Admin role to the correct user. To add the role, perform the following steps:

  1. Go to Advanced Settings.

  2. Click Settings and then click Security in the list that appears.

  3. Click Users, search for the user required and click that user's name.

  4. Click Manage Roles at the top of the screen.

  5. Scroll down and find the VCC Admin role and assign it to the user.

  6. Click OK, and then click Save.