Overview

IMPORTANT: On November 2, 2023 the Microsoft Dynamics Contact Center Integration App (formerly MAPanel) will be permanently upgraded to the latest version.

See the online help guides linked below for configuration and use instructions.

Applies To

• 8x8 Work (formerly VO)
• 8x8 Contact Center (formerly VCC)
• Microsoft Dynamics
• Email in External CRM for Microsoft Dynamics

Contact Center App Email-in-Case Support

• Agents can now receive, reply to, and create new emails within the Contact Center App.
• All email interactions are handled through the Contact Center App, and are stored into Microsoft Dynamics cases.
• Each leg of an email "chain" or conversation sent to or from the Contact Center App will automatically be stored in its appropriate case.
• A new email chain will open a new case, to which all related email replies and responses will be added.

Requirements for Email in External CRM

• 8x8 Integration for Microsoft Dynamics v0.3.7: This must either be newly installed, or must be updated from a previous version if the integration is already installed.
• The latest version of the Contact Center App interface, which is available when you install integration v0.3.7.
• Installation instructions are detailed in our Administrator's Guide.
• Agent usage instructions are detailed in our User's Guide.

Localization Support 

• United States
• United Kingdom
• Australia
• New Zealand (ANZ)
• Republic of Ireland
• Belgium
• Austria
• Netherlands
• Canada
• France

Requirements and Limitations

• The integration must be installed by a Microsoft 365 service administrator.
• The required licensing level for Microsoft Dynamics is Enterprise or higher.
• Currently we support the following Dynamics services:
  • Dynamics 365 Sales
  • Dynamics 365 Customer Service
• Microsoft Dynamics CRM on-premises installations such as Microsoft Dynamics 365 Customer Engagement are not supported.
• Only PC web browsers are officially supported: Chrome, Firefox, Safari, and Edge
• Use of Google Chrome is highly recommended.
• Single Sign-On (SSO):
  • SSO is supported as of January 2023, although automatic login is not.
  • SSO requires configuration between Microsoft Azure and 8x8 Admin Console.
• The integration can only be launched in a floating window.
• Supported Microsoft Dynamics objects:
  • Account
  • Contact
  • Lead (default is Off, must be enabled by agent)
  • Case (default is Off, must be enabled by agent)
  • Activity (used for auto call log generation purposes)
• Automatic prompt for new object creation (Contact, Account, Lead) is not supported.
• Sandbox environment is supported. There is no specific configuration required for sandbox. However, according to Microsoft you must select Enable Dynamics 365 apps at the time of database provisioning, or you will receive an error when attempting to install applications such as the 8x8 integration. See this Microsoft article for details.

Note: Microsoft Dynamics Professional licensing is currently not supported. However, we are working to implement compatibility for this licensing level. At this time there is no ETA.

Documentation

• 8x8 Integration for Microsoft Dynamics for Administrators (Supports both 8x8 Contact Center and 8x8 Work)
• 8x8 Contact Center for Microsoft Dynamics for Agents
• 8x8 Work for Microsoft Dynamics: Agent Guide

Objective

Important: This process requires administrator access to Microsoft Dynamics. Note: Complete instructions for installation and use of the integration can be found here: Contact Center for Microsoft Dynamics - Admin Guide Contact Center for Microsoft Dynamics - Agent Guide

Applies To

• 8x8 Contact Center
• Microsoft Dynamics

Procedure

Managed Package Import

1. Download the MS Dynamics installation package.
   • Note: The integration can also be installed from Microsoft's AppSource instead of using the Import option. Do this by selecting Get Solutions from Marketplace in step 4 below, search for 8x8, select 8x8 Integration for Microsoft Dynamics 365, and click Get it now.
2. Log in to MS Dynamics as an admin.
3. Navigate to Settings > Solutions.
   
   
4. Click Import.
   
   
5. In the new window, click Choose File and select the newly-downloaded installer file.
6. Click Next.
   
   
7. Click Import.
   
   
8. After the import is completed, click Publish All Customizations, located in the same area as Import.
   
   

Create a Custom Solution

1. Navigate to Settings > Solutions.
   
   
2. Click New.
   
   
3. Set the Display Name to 8x8CustomPackage.
4. Tab to the Name field to automatically fill 8x8CustomPackage into it.
5. Select the default Publisher for your organization from the dropdown list.
6. Set the Version to 1.0.0.0.
7. Click the Save icon at the top-left. You may need to wait for Microsoft to complete this process before proceeding.
   
   
8. Click Components, if needed.
   
   
9. Click Add Existing and select Web Resource.
   
   
10. Locate and select new_config, then click OK.
    Note: There can be many items in this list. Sorting by Name or Display Name and then scrolling to the component's location might speed up your search.
    
    
11. Double-click on new_config.
    
    
12. Click Text Editor.
    
    
13. Set var DEFAULT_COMMUNICATION_PANEL_SETUP = "VCC"; as in the screenshot below.
    Important: Case (upper/lower) of this text is critical, so do not change it.
    • Note about 8x8 Work: If you are installing the integration for use with 8x8 Work instead of Contact Center, enter VO instead of VCC in this line, then skip to step 17 below and complete your installation from there.
      • var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO"
14. Change var CLUSTER = "vcc-xxxx" to contain your corresponding Contact Center cluster.
    • If needed, you can find your cluster designation by logging in to the 8x8 App Panel. Your cluster is part of the URL in the browser tab's Address line.
      
      
    • Example: var CLUSTER = "vcc-na15";
15. The line var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER; must not be commented. Remove any preceding // marks as needed, as in the screenshot below.
16. The other var VCC_DOMAIN line must be commented out so that it will be ignored. To do this, place two forward-slash // characters at the beginning of the line, if needed.
17. Click OK.
    
    
18. Click Save.
19. Click Publish All Customizations. Once the publication process is complete, you can close any windows related to the new_config web resource file. Note that it can take Microsoft a few minutes to complete the changes. Just ignore any popup messages (such as Pages unresponsive browser alert popup messages, and the Publishing customizations message). They will eventually disappear.
    
    
20. Refresh the Settings > Solutions page to see the new 8x8 icon.
    
    

User Login to the 8x8 Communication Panel

1. In your Microsoft Dynamics application(s) such as Customer Service Hub, click on a supported Customers type, such as Contacts.
2. Click on the 8x8 icon to launch the 8x8 integration communication panel into a popout window.
   
   
3. Log into the 8x8 communication panel using one of two methods (see screenshots, below):

• Enter your 8x8 user ID, click Continue, then enter your 8x8 user password and click Login.
• Or enter your Microsoft user ID, click Continue, and then click Login with Organization to receive a Microsoft login prompt.

Important: Using Microsoft credentials to log into 8x8 applications requires Single Sign-On configuration in both Microsoft Azure AD and 8x8 Admin Console.

Click-to-Dial Setup

1. Log in to Microsoft Dynamics.
2. Navigate to Settings > Advanced Settings > Customizations > Customize the System.
3. In the newly opened window, go to Components > Entities.
   
   
4. Click the object Entity you want this functionality in, then click Forms. Here we've chosen the Contact > Forms > Contact as our example.
   • Note: For Click-to-Dial functionality in other entities such as Account, Lead, and Opportunity, you'll need to perform this same operation for each. So navigate to:
     • Contact: Components > Entities > Contact > Forms > Contact
     • Account: Components > Entities > Account > Forms > Account
     • Lead: Components > Entities > Lead > Forms > Lead
     • Opportunity: Components > Entities > Opportunity > Forms > Opportunity
       
       
5. In the newly opened window, double click Contact Information in Summary.
   
   
6. Navigate to the Formatting tab, then set Layout to Two Columns.
7. Click OK.
   
   
8. Repeat this operation for all fields except for the Business Phone and Mobile Phone fields, navigating to the Formatting tab of each and selecting Two columns. Your CONTACT INFORMATION form should look similar to this:
   
   
9. Click the Insert tab at the top of the page, and click Web Resource.
   
   
10. In General > Web resource, set the Web resource field to new_clicktodialform.
    
    
11.  In Field Name and Properties, add the Click-to-Dial Label Name according to the Entity & Field you are updating, per the mapping chart below.
    • For example, if you are setting up Click-to-Dial for the Contact entity’s Business Phone field, then the Label should be telephone1.
      
      
12. Click the Formatting tab. Select Layout as One Column.
13. Set the Number of Rows in Row Layout to 1.
14. Make sure to uncheck Display Border.
15. Click OK.
    
    
16. The final Contact Information tab should look like this:
    
    ​​​​​​​
    
17. Click the Home Tab then click Save.
18. Click Publish.
19. If you go to a Contact's page, you should see the Click-to-Dial icon.
    
    ​​​​​​​
    
20. Repeat these steps until all the desired Click-to-Dial fields are set up completely.

Label Mapping for Click-to-Dial

Overview

Applies To

• 8x8 Contact Center
• Agent Workspace
• Integrations
• Microsoft Dynamics

What is Changing?

Menu User Interface

Previous version	New version

Settings

Settings that were previously located in the gear icon 

 menus have been moved.

1. Click on the drop-down arrow at the top.

2. Click Work Offline.
3. Then click My profile.

4. In the popup window, click on the tabs at the top to locate all of the settings that were available in the old interface.

Searching for CRM records

Toaster Notification Collapsed	Toaster Notification Expanded

CRM Matching

No Match	Single Match	Multiple Matches

CRM Search & Linking Interactions

New version

Test the New Changes in Your Dynamics Sandbox Account

Objective

Applies To

• 8x8 Contact Center
• Agent Workspace
• Integrations
• Microsoft Dynamics
• Sandbox
• Testing

Procedure

Additional Information

• 8x8 Integration for Microsoft Dynamics: Admin Guide