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1 Virtual Contact Center MS Dynamics CRM Integration Configuration Guide Version 7.0 Revision 1.0

2 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Microsoft Dynamics is a registered trademark of Microsoft Corporation. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s.

3 8x8, Inc Microsoft Dynamics Integration Configuration Preface Use this document to learn about the configuration of Integration with the Virtual Contact Center. About 8x8, Inc Contactual was acquired by 8x8, Inc in September Contactual, now part of 8x8 provides a better alternative to traditional call center technologies. With the acquisition, the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual Contact Center is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. 8x8, Inc 810 W. Maude Avenue, Sunnyvale, CA USA SALES: SUPPORT: i

4 8x8, Inc Microsoft Dynamics Integration Configuration Contents OVERVIEW... 1 Features... 1 BROWSER REQUIREMENTS... 2 INSTALLATION REQUIREMENTS... 2 CONFIGURING VIRTUAL CONTACT CENTER INTEGRATION WITH MICROSOFT DYNAMICS... 2 DEFINING SCREEN POP SETTINGS... 2 Understanding Screen Pop... 3 ENABLING AGENT ACCOUNT FOR INTEGRATION... 5 CUSTOMIZATION... 6 LIMITATIONS... 6 KNOWN ISSUES... 7 CONCLUSION... 7 ii

5 8x8, Inc Microsoft Dynamics Integration Configuration Overview Virtual Contact Center offers multichannel integration with Microsoft Dynamics CRM. The integration supports phone and voic channels allowing you to access data from Microsoft Dynamics CRM through an integrated Agent Console. Virtual Contact Center s ability to integrate with external CRM offers the following benefits: Provides out-of-the-box integration with minimal configuration. Increases agent productivity with integrated data management. Informs an agent about the caller by popping the caller's account information to the agent as soon as a call is offered to an agent. Features The CRM integration allows you to perform your Microsoft Dynamics account activities using the integrated Agent Console with the following features: Multichannel support including Phone and Voic media Fully Integrated Agent Console Visibility to queue status and agent presence Availability of custom landing pages Screen Pop of the customer s CRM record during inbound interactions Screen Pop of a new record in the absence of a matching caller ID. Screen Pop for Web Callback transactions. Supports for Auto Log for phone and voic transactions based on Account and Contact objects Support for Auto call Log from a Click to Dial request provided with a record ID 1

6 Microsoft Dynamics CRM Integration Configuration Browser Requirements For optimal integration results, Agents, Supervisors, and Administrators must use Internet Explorer version 7.0 or later. Installation Requirements To enable your Microsoft Dynamics CRM instance to interoperate with your Virtual Contact Center, you must have administrative access to: Microsoft Dynamics CRM account Configuration Manager of Virtual Contact Center Configuring Virtual Contact Center Integration with Microsoft Dynamics Integrating Microsoft Dynamics CRM with Virtual Contact Center requires: Enabling and defining Screen Pop settings in the Configuration Manager Enabling agent accounts for integration Defining Screen Pop Settings To enable CRM integration for a tenant, an administrator has to configure Screen Pop settings in the Configuration Manager. The configuration requires you to: select a target CRM add target attributes specify events that trigger screen population of CRM records, and specify properties for the Screen Pop browser window An agent has to then save the login credentials of the external CRM account in the agent s profile. Integration enables searching of records containing phone data matching caller ID, and pops up the corresponding record/s for specific events. The events triggering a Screen Pop may be one or all of the following: An agent is offered an interaction An agent has accepted an interaction An agent has completed an interaction 2

7 Microsoft Dynamics CRM Integration Configuration Understanding Screen Pop Screen Pop refers to the process of presenting customer data to an agent automatically during an interaction eliminating the need to manually search for the customer data. The process involves searching for Account and Contact records with: Phone field matching caller ANI (Automatic Number Identification) for Phone and Voic media and displaying the search results on the agent s screen The Screen Pop applies to: Inbound transactions including phone and voic Web Callback transactions If the search retrieves multiple records, the Screen Pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, then pops a blank record to create a new customer record, or a case, or a new contact. To define Screen Pop settings for Microsoft Dynamics CRM: 1. Navigate to Integration > Screen Pop tab in the Configuration Manager. 2. Check Enable Screen Pop option. 3. Select the Target Type Microsoft Dynamics. 4. Enter the Service Name. The service name is the web address where your CRM is hosted. For example: AcmeJets.crm.dynamics.com. 5. Branding URL: is the custom URL provided by Microsoft Dynamics if you have customized your CRM to match your corporate domain s look and feel. For example, support.acmejet.com instead of AcmeJets.crm.dynamics.com 6. Enable Customization: This option allows tenants to provide customization script to customize the CRM workflow, search, query etc. If enabled, requires a Script URL. a. Enter a valid Script URL that points to the location of the custom script. Customization replaces features and functionality of the standard integration with the custom functionality. 3

8 Microsoft Dynamics CRM Integration Configuration Integration, Screen Pop tab 7. Landing Pages: Landing Page defines the web page initiating the web session. Enter the settings for Landing Pages. You can enable s tab, and/or a custom tab. To enable custom landing page: a. Check Enable custom landing page. b. Enter Title for the landing page. For example: My Support Desk c. Enter URL: $serverurl$/main.aspx Note: The above URL launches the home page of your Microsoft Dynamics account. You can replace the URL with your preferred page to login. 8. Define events that trigger a Screen Pop for a transaction. You can configure Screen Pop of a corresponding record for the following events: a. Call offered: when an agent is offered a call b. Call Accepted: when an agent accepts a call c. Call Completed: when an agent ends a call 9. Optionally, open a new window for Screen Pop, and specify its size and position. 4

9 Microsoft Dynamics CRM Integration Configuration Enabling Agent Accounts for Integration To integrate a Microsoft Dynamics account with an Agent Console, agents have to save their Microsoft Dynamics login credentials in their profile. To set up external CRM properties in the agent s profile: 1. Login to your Agent Console, and navigate to My Profile. 2. In the External Setup, enter your username and password to login to your Microsoft Dynamics account. Save your settings. Agent Console > My Profile > External Set up You are notified the Single Sign On is not supported. 3. Follow the prompts to open your CRM account in the Agent Console. 4. You are prompted to login to the Microsoft Dynamics in a separate browser. 5. Login to Microsoft Dynamics account and close the window. 6. In the Agent Console, click go to home link to launch your CRM. 5

10 Microsoft Dynamics CRM Integration Configuration Enhanced Microsoft Dynamics Integration You can perform Microsoft Dynamics operations from within the Agent Console. Based on the settings, when an incoming call is offered/accepted/completed, the matching record/s pop in the same window as the Agent Console, or in a new window. Customization The Microsoft integration also supports customization. You can customize the landing page tabs, and control the Screen Pop by event type in the Screen Pop configuration. For further customization, contact Virtual Contact Center professional services. The following are list of possible customizations available currently. 1. Tabs 2. Search Limitations 3. Screen Pop Ability to hide the default s tab. Ability to launch one custom tab with any given URL. Create search filter using any available user data Perform continuous searches based on search result. Ability to display different columns on search result. Pop URL is configurable. Control by event type, media type for launching URL. Does not support Single Sign-On functionality. Does not support custom objects. 6

11 8x8, Inc Microsoft Dynamics Integration Configuration Known Issues Conclusion Functions only on the Internet Explorer. Does not support other browsers. May cause errors performing some CRM operations such as saving a CRM record, marking a task complete within the iframe of the Agent Console. The configuration instructions provided in this guide enables you to set up your Microsoft Dynamics Integration with Virtual Contact Center. To learn about working with the integrated Agent Console, refer to the Microsoft Dynamics Integration Agent Guide *. *Coming soon 7

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