Virtual Contact Center MS Dynamics CRM Online Integration Configuration Guide Version 7.1 Revision 1.0
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Contents OVERVIEW... 2 Features... 2 Limitations... 2 BROWSER REQUIREMENTS... 3 INSTALLATION REQUIREMENTS... 3 SUPPORTED CRM OBJECTS... 3 CONFIGURING VIRTUAL CONTACT CENTER INTEGRATION WITH MS DYNAMICS ONLINE... 4 Understanding the Screen Pop... 4 Understanding an Auto Log... 5 DEFINING SCREEN POP SETTINGS... 5 ENABLING AGENT ACCOUNTS FOR INTEGRATION... 10 CUSTOMIZATION... 11 TROUBLESHOOTING... 12 CONCLUSION... 12
8x8, Inc Microsoft Dynamics Integration Configuration Overview Virtual Contact Center offers multichannel integration with Microsoft Dynamics CRM Online. The integration supports phone and voicemail channels allowing you to access data from Microsoft Dynamics CRM through an integrated Agent Console. Virtual Contact Center s ability to integrate with MS Dynamics CRM Online 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: Support for online implementation of MS Dynamics Multichannel support including Phone and Voicemail media Integrated functionality with Agent Console Visibility to queue status and agent presence 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. Support for Auto Log for phone and voicemail transactions based on Account and Contact objects Support for Auto call log from a Click to Dial request provided with a record ID Limitations MS Dynamics CRM On-Premises installations are not supported. The integration works only on Internet Explorer. No support for other browsers. Does not support Single Sign-On functionality. Does not support custom objects. Limited to launching the MS Dynamics CRM Online integration in a separate browser window. Does not support integration with WLID (Windows Live ID) based Microsoft Online CRM accounts. See Troubleshooting for details. 2
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 Online account preferably with Office 365 subscription Configuration Manager of Virtual Contact Center Supported CRM Objects The following Microsoft CRM object types have been tested with the Virtual Contact Center integration: Lead Account Contact Case Opportunity Task: Used for auto call log generation purpose. In the default flow, the object types Account and Contact are used to create query during inbound call/voice mail transaction. Customization allows using the other supported object types to construct query. 3
Configuring Virtual Contact Center Integration with MS Dynamics Online Integrating Microsoft Dynamics CRM Online with Virtual Contact Center requires: Enabling and defining Screen Pop settings in the Configuration Manager Enabling agent accounts for integration Understanding the 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 Voicemail media and displaying the search results on the agent s screen The Screen Pop applies to: Inbound transactions including phone and voicemail 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. In the absence of matching records, pops a blank record to create a new customer record. Screen Pop allows automatic look up of records with matching phone number and presents the matched records to agents during an incoming phone call or a voicemail transaction. 4
Understanding an Auto Log Termination of all interactions using the integrated Agent Console triggers an auto log. An Auto Log is a record that automatically logs transaction details of all interactions across Phone and Voicemail media and relates to an Account, or a Contact. For example, a call log includes information such as call duration, call answered time, call hang up time, transaction ID, and call type. Auto Log of a Phone Call An auto log is created for Inbound transactions Outbound transactions Web Callback transactions Click to Dial transactions An inbound call auto log automatically associates with the matching record, while the outbound auto log does not associate with any record. You can associate a click to dial transaction with a desired record by passing extrecordid and extrecordtype data. 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 5
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 To define Screen Pop settings for Microsoft Dynamics CRM: 1. Login to the in the Configuration Manager. 2. Navigate to Integration > Screen Pop tab. 3. Check Enable Screen Pop option. 4. Select the Target Type Microsoft Dynamics. 5. Enter the Service Name. The service name is the web address where your CRM is hosted. For example: AcmeJets.crm.dynamics.com. 6. 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 7. 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. 6
Integration, Screen Pop tab 8. Landing Pages: Landing Page defines the web page initiating the web session. Enter the settings for Landing Pages. You can enable Emails tab, and/or a custom tab. To enable custom landing page: a. Check Enable custom landing page. 7
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 CRM Online account. You can replace the URL with your preferred page to login. 9. 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 10. Check the option to open a new window for Screen Pop, and specify its size and position. You may use a single window to be refreshed with Screen Pops. Window Properties Open new window for Screen Pop Description This option allows agents to view Screen Pop of interactions in a standalone pop up window instead of opening new tabs within the Agent Console as shown below. If an interaction retrieves multiple matching records, the screen pop lists all the matching records and shows the first record details. You can click on any other listed record to view the record details. 8
Along with this option, two more options are available: Use Single Window only Hide result listing if only one search result is found Use single window only: This option displays the Screen Pop in a new window and refreshes the same window to show every triggered Screen Pop. If the Screen Pop is triggered for multiple events, the window refreshes for each event. If disabled, launches Screen in new windows for each triggered event. Hide result listing for single search result: If an interaction fetches a single matching record, the Screen Pop hides the result listing and shows the record detail for the matching record only. If multiple records match, the Screen Pop lists all matching records and shows the details of the first record in the list. Clicking on a record shows the record details. Show Toolbar Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone popup window. Selecting No displays the window without the Internet Explorer toolbar. Note: Show toolbar is not supported on IE9. Size and Position Specify exact dimensions of the Screen Pop window and its position on the screen. In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop s upper-left corner in pixels. Note: The configuration of Screen Pop window properties may be controlled by agents from the Agent Console if the administrator extends this capability to agents. Agent Profile> External Setup tabs 11. Save your configuration settings. With the Screen Pop configuration in the Configuration Manager complete, you are now ready to set up the Agent Console for integration. 9
Enabling Agent Accounts for Integration To enable Virtual Contact Center agents accounts for MS Dynamics CRM online Integration, agents must save their CRM login credentials in the profile. To set up external CRM properties in the agent s profile: 1. Login to your Agent Console, and navigate to My Profile. 2. Scroll down to the External Setup area. The External Setup provides three tabs. 3. Enter your MS Dynamics CRM login Id, and password in the Authentication tab. Agent Profile Agent Profile > External Setup Tabs You are notified the Single Sign On is not supported. 4. Click the Screen Properties tab to make sure you have set it to Open new window for screenpop. Note: If you uncheck this option the integration fails. 5. Save the settings. A new browser window opens with prompts to open your MS Dynamics CRM Online account. 10
6. Follow the prompts to login to your CRM account as shown below. 7. Login to Microsoft Dynamics CRM Online account and close the window. 8. In the Agent Console, click go to home link to launch your CRM. Note: The CRM launches in a separate browser window. 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 a separate browser 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. 11
8x8, Inc Microsoft Dynamics Integration Configuration Troubleshooting Issue Cause Fix The CRM Integration fails with the following error. Unknown location Blank integration tab Virtual Contact Center does not support integration with WLID (Windows Live ID) based MS Dynamics user credentials. Microsoft has implemented Security Algorithms for WLID accounts which verify user login credential based on Geographic Zones and a minimum 300 mile Radius of initial user login. In the event of a login attempt from outside of this initial Zone, Microsoft prompts for Unknown location. The integration has a limitation that restricts populating the home page within the Agent Console browser window. Only Window mode is supported with Office 365 authentication. Migrate your Microsoft CRM WLID based CRM Online account to Microsoft 365 platform. How: Submit a migration request to the Dynamics CRM Transition Center. For details on the transition process, check out : http://rc.crm.dynamics.co m/rc/tc/enus/default.aspx?ver=5.1 Note: As of April 2013, Microsoft is engaged in the process of migrating all WLID based CRM Online accounts to Office 365. 1. Login to Configuration Manager. 2. Click Integration > Screen Pop tab. 3. Under Window Properties, check the option to Open new window for Screenpop. 4. If you allowed agents to change screen pop, make sure the agents have the same settings in the Agent Profile. Refer to External Setup for details. Conclusion 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 CRM Online Integration Agent Guide *. *Coming soon 12