Retrieving data from Microsoft Dynamics 365

Using the Data Connector applet you can retrieve data from a Microsoft Dynamics 365 account. For information about the Data Connector applet, see Data Connector applet. Vonage Contact Center (VCC) stores retrieved data in data Connector, one data source for each specified field of each retrieved Dynamics record. VCC prepares these data sources when you save the Data Connector applet, using a consistent naming convention. You can configure subsequent applets (such as a Data Announcer, a Data Router, another Data Connector applet, or an Automatic Call Distributor applet) in your interaction plan to use the data sources created.

If enabled for your account, you can also create and update records in Microsoft Dynamics 365. For information about using the Data Connector to create and update records in Dynamics 365, see Creating a Microsoft Dynamics 365 record and Updating a Microsoft Dynamics 365 record.

To use the standard interface to retrieve data from Dynamics 365, perform the following steps:

1. Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.

2. In Interface in the Interface section, click MS Dynamics.

   If you have more than one action enabled for your account, the only the Action section appears with no option selected. Otherwise the Action section will be pre-selected with Get MS Dynamics Data and MS Dynamics Match and Fields to Retrieve sections appear. Go to step 3 and then step 5.

3. Optionally select the applet that VCC routes the call to if the interface fails in the Interface Failure list.

   Interface failure

   An interface failure occurs when the request does not receive a response or receives an error from Dynamics 365. A timeout, DNS lookup failure, incorrect or expired password or HTTP error status code, for example, might cause an interface failure.

4. In the Action list, click Get MS Dynamics Data. The MS Dynamics Match and Fields to Retrieve sections appear.

5. In the MS Dynamics Match section, provide the following information:

   Field	Description
   Object	The Object list contains the available Dynamics 365 objects. Click the object you want to search.
   Match Data Source	Contains available data sources. Click the data source that contains the data you want to use to search for a Dynamics 365 record or records.
   against field	Contains fields available for searching on the selected Dynamics 365 object. Click the field to which you want to match selected data source.

6. In the Fields to Retrieve section, provide the following information:

   Field	Description
   Retrieve Multiple Records	Select the Retrieve Multiple Records check box if you want the Data Connector to retrieve multiple matches. If you select Retrieve Multiple Records, the Maximum Number to Retrieve field appears.
   Maximum Number to Retrieve	If you want to the Data Retrieve to retrieve multiple records, you must specify the maximum number of records to retrieve. VCC uses this value to prepare the correct number of data sources to hold the returned values
   Add Field to Retrieve	Contains fields available on the retrieved records. Click the field or fields you want to retrieve.

   Click Remove to remove any fields you no longer want.

7. In the Routing section, provide the following information:

   Field	Description
   Successful Action	Contains available applets. Click the applet that VCC routes the interaction to after a successful action. A successful action indicates that the Data Connector finds a match for the chosen object in Dynamics 365.
   Multiple Matches	Contains available applets. Click the applet that VCC routes the interaction to if the Data Connector finds multiple matches for the chosen object in Dynamics 365. This field is only available if you do not want to return multiple matches and clear the Retrieve Multiple Records check box.
   No Match	Contains available applets. Click the applet that VCC routes the interaction to next if the Data Connector finds no matches for the chosen object in Dynamics 365.

8. Click Update. VCC creates data sources based on the values that will be retrieved at run time. For information about the data sources VCC creates, see the Data source names section later in this page.

When VCC routes an interaction through the Data Connector applet, the created data source or sources are populated with retrieved values.

Data source names

VCC creates data sources using the following naming convention:

Single matches

Each data source is named ObjectName|FieldName where:

• ObjectName is the object you select in the Object list
• FieldName is a field you select in the Add Field to Retrieve list

VCC creates a data source in this format for each field you select in the Add Field to Retrieve list.

For example, if you specify that you want to retrieve Account ID and Account Name fields from a single account record, VCC creates data sources called account|Account ID and account|Account Name.

Multiple matches

Each data source is named ObjectName|FieldName n where:

• ObjectName is the object you select in the Object list
• n is the index of the record found in Dynamics 365 in two digits, between 1 and the value you specify in Maximum Number to Retrieve
• FieldName is a field you select in the Add Field to Retrieve list

VCC creates a data source in this format for each field you select in the Add Field to Retrieve list for each record retrieved.

For example, if you specify that you want to retrieve Account ID and Account Name fields from multiple (two) records, VCC creates the following data sources

• account|Account ID 01
• account|Account Name 01
• account|Account ID 02
• account|Account Name 02

VCC will also creates a data source called account| Record Count and this data source will be populated with the actual number of records found. For example the if the Maximum Number to Retrieve is three but only two records found then this data source will be populated with the value of two.